10 QUESTIONS

Answers from hotel leaders

Questions hotel owners and managers ask, answered by the hotel leaders who spoke on Future of Hospitality, with their own words and the moment in the episode.

Talent & leadership

• How do you reduce staff turnover in hotels?To reduce staff turnover in hotels, look at managers before pay. Extra salary holds an unhappy employee about a month, says Cindy Kasanmoeseni, while leaders who give feedback, trust and room for mistakes keep them. Von Nelson and Marcel Petzold add: give every hire a growth path, ask for their feedback at ninety days, and act on early disconnection before the exit interview.CK3 hotel leaders answer
• What makes a good hotel general manager?A good hotel general manager runs the hotel as if it were their own business and is given the autonomy to do so, says Clare Anna Gamon. Jordy Smit lets staff find the solution to a complaint themselves, and saw guest satisfaction rise when he led in his own style. Yaron Jansen warns a great host is not automatically a great leader; Xander Verheij began by working in operations himself.4 hotel leaders answer

Revenue & distribution

• How can hotels increase direct bookings?To increase direct bookings, hotels need a website that is as easy to book as Booking.com and a direct price at least equal to, preferably lower than, the OTA rate, says Jonatan Joseph Tsuff. Manish Gupta blames OTA dominance on hotel websites that are not optimized. Khalifa Saqer would use OTAs to bring in guests and convert them, and Serge Berezhnoy points to social media, where OTAs cannot compete.4 hotel leaders answer
• How should hotels work with OTAs?Hotels should work with OTAs for visibility and to fill the last rooms, inside a healthy business mix. Khalifa Saqer calls OTAs the biggest visibility for a property entering a market and says listings must speak to the traveler. Bart Hilgers warns that most OTA guests are price driven and an OTA profile cannot tell your full story. Adrien Mathieu sees independents partly bypassing OTAs with their own AI agent.3 hotel leaders answer
• What is a good hotel pricing strategy?A good hotel pricing strategy moves rates up and down with demand instead of fixed seasonal prices, says Felix Kraemer. Eric Moeller adds that someone must own revenue and work the pricing tool every day. Tim Boersma sees owner-operators undervalue their rooms; selling out more than thirty days ahead means the price was too low. Moustafa Ahmed warns that a full hotel means little without the right rate.TB4 hotel leaders answer

Asset management & investment

• What does a hotel asset manager do?A hotel asset manager works between the owner and the operator; Hael Rajab calls the role the bridge between the two. Isaac J. Collazo says asset managers read the whole profit and loss, costs as well as revenue, to maximize profitability. Clare Anna Gamon advises owners on getting the most from their asset and tells them first when a forecast drops. Alexander Shaw adds reporting on and managing the portfolio.4 hotel leaders answer
• Is a hotel franchise worth it?A hotel franchise is worth it when the brand earns more than it costs. Martin Hendricks franchises for the chain's distribution and checks whether the brand margin over unbranded rivals exceeds the franchise fee. Isaac J. Collazo says the brand must fit the market and location. Clare Anna Gamon and Théodore Boschmans note that brand commitments run long and leaving early is expensive, while Bart Hilgers warns that independents depend on OTAs.5 hotel leaders answer

Sustainability

• What hotel sustainability measures actually work?Hotel sustainability measures that work are concrete. Floris Licht lets guests skip room cleaning; the saving pays for a tree. Nicoline Montanus asks guests to accept a small breakfast instead of a wasted buffet. Emma Müller points to a lodge that tracks its water and returns the same amount to communities, and says a green certificate alone is not giving back. Bart Willems finds refillable glass bottles cost energy and staff time.4 hotel leaders answer

Guest experience & F&B

• How can hotels improve the guest experience?To improve the guest experience, hotels need an emotional connection with each guest, because luxury is different for everyone, says Zulal Gul Al Mari. When something goes wrong, own it and fix it at first contact. Mark Welbers points to personalization, speed and small gestures guests remember. Burg de Rave adds: say yes to what the guest wants, and keep a person at the desk.3 hotel leaders answer
• How do you make a hotel restaurant or bar successful?To make a hotel restaurant or bar successful, think like a restaurateur and win the local community, says Scot Turner, starting with a concept everyone in the hotel describes the same way. Olga Galiuk says the team matters more than the menu, and markets her bar like a standalone venue. Angelo Vassallo wants a concept other restaurants cannot easily copy, delivered consistently, and Mark Welbers works to turn locals into returning guests.4 hotel leaders answer

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