HOW TO RUN A GREAT HOTEL The publication of How to Run a Great Hotel is most timely for it addresses the key aspects of management, and provides simple and easily implemented responses to assist today’s hotelier With an emphasis on excellence and best practice, Enda Larkin guides the reader through the book by focusing on key messages presented in an uncomplicated and readily absorbed style Using the themes of professional development, leadership, change management and service quality, the author identifies those aspects of the hotelier’s role where small changes in management approach can reap disproportionately high rewards This is vital, for of all the challenges facing the hotel industry, the availability of competent and dedicated people remains by far the greatest Philippe Rossiter MBA FIH FTS, Chief Executive, Institute of Hospitality How to Run A Great Hotel is a must in the hotel industry Whether you are an experienced manager or just starting a career and focusing on achieving excellence, then this book is your guide to success I strongly recommend it João Eça Pinheiro, Managing Director, Prainhamar Hotel Group, Portugal How to Run a Great Hotel is the first hotel management book I have read that is actually practical, realistic, informative and cuts through the waffle of ‘management mumbo jumbo’ which allows you to exactly what it says on the tin – help you run a great hotel Adriaan Bartels, MSc Hosp Mgmt, General Manager, Cliff House Hotel, Waterford, Ireland It is fascinating how Enda Larkin simply breaks down the theoretical background of management theories into practical advice in How to Run a Great Hotel It is not only the easy description of some complicated management theories but also the implementation in clear charts and very useful forms that makes the book into a kind of bible for every hotelier that wants to be successful It is this easy to understand language and the translation into practical tips that makes the book so useful in daily life, even for the very experienced hotelier Beat Wicki, CEO, SSTH Swiss School of Tourism and Hospitality Ltd How to Run a Great Hotel is a wonderful exploration of strategy, leadership skills, and engaging employees with a strong customer focus to achieve excellence in the hotel industry Excellence principles tied together by rich personal experiences make it an interesting, powerful and an easy to read format The publication is practical, with a how-to focus, and includes toolkits which can be used by practitioners and trainers in the field It is a great text for those interested in achieving excellence in hospitality management and for those who want to experience what leadership and excellence in great hotels is really like Kai Partale M.Sc, Partner, Success Consult Germany, experts in tourism and hospitality development and management In this book Enda Larkin puts people at the centre of success for hotel investors and operators – including leadership development, team coaching and customer relationship management Industry leaders, hotel developers, hotel general managers, asset managers and brand owners will all benefit by reading the book and pondering its recommendations as relates to their particular area of interest and involvement Ian Graham, Principal, The Hotel Solutions Partnership Ltd This book should be on the desk of every Hotel Manager Should we search for excellence in the hotel industry? Should we seek to become a leader in the industry? We will feel much more confident making these decisions after reading this book To help us as we review or develop our hotel business plan, Enda Larkin has included a section with practical steps towards excellence I feel very fortunate to have learned from his many years of experience and insights Khaled Alduais, Dean, National Hotel and Tourism Institute (NAHOTI) Sana’a – Yemen HOW TO RUN A GREAT HOTEL EVERYTHING YOU NEED TO ACHIEVE EXCELLENCE IN THE HOTEL INDUSTRY EN DA M LARKIN howtobooks Published by How To Content, A division of How To Books Ltd, Spring Hill House, Spring Hill Road, Begbroke, Oxford, OX5 1RX, United Kingdom Tel: (01865) 375794 Fax: (01865) 379162 info_howtobooks.co.uk www.howtobooks.co.uk How To Books greatly reduce the carbon footprint of their books by sourcing their typesetting and printing in the UK All rights reserved No part of this work may be reproduced or stored in an information retrieval system (other than for the purposes of review), without the express permission of the publisher in writing The right of Enda Larkin to be identified as author of this work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988 © 2009 Enda Larkin First published in electronic form 2009 British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library ISBN: 978 84803 354 Produced for How To Books by Deer Park Productions, Tavistock Typeset by TW Typesetting, Plymouth, Devon NOTE: The material contained in this book is set out in good faith for general guidance and no liability can be accepted for loss or expense incurred as a result of relying in particular circumstances on statements made in this book Laws and regulations may be complex and liable to change, and readers should check the current position with the relevant authorities before making personal arrangements Contents Acknowledgements Foreword Preface xi xiii xv Introduction Towards excellence Think, do, review xvii xvii xix Theme – Define Direction Chapter – What is a strategic map and how can it help you to achieve excellence? What does having a strategic map actually involve? Elements of a strategic map Dispelling the strategic myths Considering the realities Summary 10 11 Chapter – How can you create a strategic map for your hotel? Creating your strategic map Where are we now? Where we want to be? Big picture thinking Living your vision and mission How will we get there? From strategies to annual plans Summary 12 12 13 16 21 25 28 33 Chapter – How can you measure the impact of your strategic map over time? How will we know we are getting there? Define the results you want to achieve Take action to achieve the results you want Consider how you will measure progress 34 34 35 36 37 v HOW TO RUN A GREAT HOTEL Measure progress at defined intervals Analyse the results and make improvements Summary 40 40 41 Theme – Lead to Succeed 43 Chapter – What does leading people actually involve? Balancing the human equation What’s the difference between leading and managing? Leaders are different, but still human Summary 47 48 49 51 52 Chapter – How can you improve leadership effectiveness at your hotel? Here’s what not to Creating a context for leadership at the hotel Defining a leadership competence model Improving individual and collective leadership performance What makes a great leader? Core leadership competences Mastering the art of communication Leading with style Summary 53 53 54 56 56 57 63 64 70 74 Chapter – How can you measure leadership effectiveness over time? 75 Continually improving leadership effectiveness 75 Define the results you want to achieve 76 Take action to achieve the results you want 76 Consider how you will measure progress 78 Measure progress at defined intervals 81 Analyse the results and make improvements 82 Summary 82 Theme – Engage Your Employees 83 Chapter – What does engaging your employees actually involve? The twelve factors of employee engagement Leadership, leadership, leadership The link between culture and engagement 87 87 89 89 vi CONTENTS The impact of team composition Clarity facilitates engagement Competence supports engagement Engagement and cooperation are interdependent Control and engagement are not enemies Effective communication builds engagement More challenged means more engaged Conflict and engagement are linked Compensation influences engagement Change is a factor in engagement Summary 90 91 91 92 93 94 94 95 95 96 96 Chapter – What can you to more fully engage your employees? How does effective leadership help? How can you impact the culture in your hotel? How can you manage the composition of your team? How can you provide clarity for your employees? How can you build the competence of your employees? What can you to increase cooperation between employees? How can you address the control issue? What can you to improve communication at the hotel? How can you make work more challenging? How can you ensure that conflict doesn’t affect engagement? How can you address the compensation issue to raise engagement levels? How can you manage change to increase engagement? Summary 98 99 100 104 110 112 115 116 117 120 121 122 124 125 Chapter – How can you measure employee engagement levels over time? Measuring employee engagement levels Define the results you want to achieve Take action to achieve the results you want Consider how you will measure progress Measure progress at defined intervals Analyse the results and make improvements Summary 126 126 127 128 128 130 131 131 vii HOW TO RUN A GREAT HOTEL Theme – Captivate Your Customers 133 Chapter 10 – What is ServicePlusOne and why is it important? Going back to basics Understanding the risk factor What is ServicePlusOne (S;1) Towards S;1 Summary 137 137 141 141 147 148 Chapter 11 – How can you attain ServicePlusOne at your hotel? Laying the foundations for S;1 The challenge of the experience web The route to achieving S;1 What are your customers’ common and specific expectations? Building a better customer experience Raising your game to reach S;1 Summary 149 149 151 152 153 156 165 167 Chapter 12 – How can you measure the impact of ServicePlusOne over time? Measuring the impact of S;1 Define the results you want to achieve Take action to achieve the results you want Consider how you will measure progress Measure progress at defined intervals Analyse the results and make improvements Summary 168 168 169 171 171 176 177 177 Make It Happen 179 Introduction Theme – Define Direction Key messages from Theme 1: Moving forward with Theme – Action Checklist Reviewing progress under Theme – Diagnostic viii 180 181 181 183 185 CONTENTS Theme – Lead to Succeed Key messages from Theme 2: Moving forward with Theme – Action Checklist Reviewing progress under Theme – Diagnostic 187 187 189 191 Theme – Engage Your Employees Key messages from Theme 3: Moving forward with Theme – Action Checklist Reviewing progress under Theme – Diagnostic 193 193 195 197 Theme – Captivate Your Customers Key messages from Theme 4: Moving forward with Theme – Action Checklist Reviewing progress under Theme – Diagnostic 199 199 201 203 Looking ahead 205 Tools and Resources 207 Tools and Resources Theme – Planning Template Theme – Leadership Profile Self-Assessment Theme – Communication Skills Self-Assessment Theme – Leadership Style Self-Assessment Theme – Suggested Interview Plan Theme – Sample Interview Evaluation Form Theme – Suggested Format for an Appraisal Discussion Theme – Sample Employee Appraisal Criteria and Evaluation Form Theme – Suggested Structure for an Effective Meeting Theme – Sample Ideas Generation Form Theme – Sample Employee Engagement Survey Theme – Common Customer Expectations Across the Experience Web Theme – Sample Mystery Guest Survey Template Theme – Sample Criteria for Integrating into Customer Feedback Surveys Index 208 209 210 211 212 213 214 215 217 218 220 221 223 230 241 245 ix TOOLS AND RESOURCES 11 RESTAURANT – BREAKFAST Excellent Average COMPONENT OF EXPERIENCE WEB Poor points point points Comments Service goal Breakfast room/restaurant offered a welcoming and pleasant environment and service was attentive, friendly and efficient with buffet presentation continuously of a high standard throughout service Service steps Prompt acknowledgement was forthcoming upon entering and a warm welcome was given with appropriate eye contact and a smile Appearance and hygiene of employees was good and they were wearing name badges Atmosphere in the breakfast room/restaurant and the presentation and quality of facilities was of the standard expected Customer was seated in a professional manner and breakfast service was explained and a menu presented Tables were correctly and hygienically presented with appropriate accompaniments relevant to breakfast service Order was taken professionally and accurately by the employee and buffet presentation was appealing Food/beverages were served at the appropriate pace and the quality and presentation of the food was good Employees were observant and did anticipate needs during service Employees did interact well and made the customer feel valued 10 Presentation of the bill and subsequent payment was dealt with in a professional manner and customer was thanked on departure 237 HOW TO RUN A GREAT HOTEL 12 CONFERENCE AND EVENTS Excellent Average COMPONENT OF EXPERIENCE WEB Service goal Service and product quality in the conference and events area was of high quality and facilitated a successful outcome to the event Service steps Conference and events area was easily accessible and did make a positive first impression Customer was greeted in a professional manner by an employee and a warm welcome was given with appropriate eye contact and a smile Customer was shown to their conference room and assistance was offered with bringing any equipment/ materials to the room Employee did check with customer that the room was set up as agreed and arrangements and logistics for the event were reconfirmed Atmosphere, presentation and quality of facilities were of a standard expected Equipment in the room was of good quality and in full working order Coffee breaks, meals etc were served at the correct time and the quality and presentation was good Employees were observant and did anticipate needs during the event Employees did interact well and made the customer feel valued throughout the event 10 Presentation of the bill and subsequent payment was dealt with in a professional manner and customer was thanked on departure 238 Poor points point points Comments TOOLS AND RESOURCES 13 LEISURE Excellent Average COMPONENT OF EXPERIENCE WEB Poor points point points Comments Service goal Leisure facilities were maintained to a high standard and the quality of service ensured that an enjoyable time was spent in this area Service steps Leisure facilities did smell clean and fresh and did create a positive first impression Prompt acknowledgement was forthcoming upon entering and a warm welcome was given with appropriate eye contact and a smile Appearance and hygiene of employees was good and they were wearing name badges Facilities were explained and special attention was brought to any safety considerations Overall cleanliness and hygiene of the facilities was good Overall standard of maintenance of the facilities was good Relevant safety procedures were in place to ensure safe usage of the facility Employees were observant and did anticipate needs throughout the time in the facility Employees did interact well and made the customer feel valued throughout their time in the facility 10 Presentation of the bill for any charges incurred and subsequent payment was dealt with in a professional manner and customer was thanked on departure 239 HOW TO RUN A GREAT HOTEL 14 RECEPTION – CHECK-OUT Excellent Average COMPONENT OF EXPERIENCE WEB Service goal A professional, efficient and friendly check-out was received which demonstrated that the customer was valued and ended the visit on a high note Service steps Reception desk and lobby area were clean, tidy and well presented Prompt acknowledgement was forthcoming upon entering and a warm welcome was given with appropriate eye contact and a smile Appearance and hygiene of employees was good and they were wearing name badges Satisfaction regarding the stay was checked Any problems regarding the stay were appropriately addressed Bill was presented in a professional manner and charges were clearly explained Payment process was handled efficiently and a receipt was offered Help was offered with luggage and directions were offered with the onward journey Employee was smiling and courteous throughout the check-out process and did interact well during service 10 Customer was thanked for their business and encouraged to return 240 Poor points point points Comments TOOLS AND RESOURCES Theme – Sample Criteria for Integrating into Customer Feedback Surveys WEBSITE/ONLINE BOOKINGS COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Ease of access and navigation Quality of information Efficiency of reservation process Speed of response and confirmation TELEPHONE RESERVATION COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Promptness of response to call Attitude and friendliness of employee Efficiency of reservation process Sense of value felt as a customer EXTERIOR COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Ease of access to hotel Quality of maintenance and appearance First impressions of hotel Sense of security PUBLIC AREAS COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance Overall ambience in hotel Cleanliness of toilets Quality of services available 241 HOW TO RUN A GREAT HOTEL RECEPTION – CHECK-IN COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance of reception Appearance and attitude of employees Efficiency and attentiveness of service during check-in Overall sense of welcome to hotel CONCIERGE/PORTERS COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance of concierge/porter’s desk Appearance and attitude of employees Efficiency and attentiveness of service Quality of literature/ information available BEDROOM COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Cleanliness and maintenance of bedroom and bathroom Quality of products and equipment provided Attention to detail in preparation of room Overall quality of environment BAR/LOUNGE COMPONENT OF EXPERIENCE WEB Quality of maintenance and appearance of bar/lounge Appearance and attitude of employees Efficiency and attentiveness of service Quality of food/beverages 242 Below Met Exceeded expectations expectations expectations Comments TOOLS AND RESOURCES RESTAURANT COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance of restaurant Appearance and attitude of employees Efficiency and attentiveness of service Quality of food/beverages 10 ROOM SERVICE COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Promptness of response to call Efficiency and attentiveness of employee during call Appearance and attitude of employee during delivery Timeliness of delivery and quality of food/beverages 11 RESTAURANT – BREAKFAST COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance of restaurant Appearance and attitude of employees Efficiency and attentiveness of service Presentation of buffet and quality of food/beverages 12 CONFERENCE AND EVENTS COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance of event facilities Appearance and attitude of employees Efficiency and attentiveness of service during event Quality of food/beverages 243 HOW TO RUN A GREAT HOTEL 13 LEISURE COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance of leisure facilities Appearance and attitude of employees Efficiency and attentiveness of service Overall impression 14 RECEPTION – CHECK-OUT COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Quality of maintenance and appearance of reception Appearance and attitude of employee Efficiency and attentiveness of service during check-out Overall sense of being valued as a customer 15 GENERAL COMPONENT OF EXPERIENCE WEB Below Met Exceeded expectations expectations expectations Comments Appearance and maintenance of hotel facilities Employee attitude and appearance Efficiency and attentiveness of service Quality of products Value for money Yes Would you return again? Would you recommend us to others? 244 No Comments Index Action checklist 183, 189, 195, 201 Active listening 69–70 Addressing underperformance 93, 122 Annual business plan 28–9 Appraisals 78, 116, 215–16 Aspects of communication 94 Assertive 61, 67 Facilitating Style, of leadership 72 Factors of employee engagement 87 Feedback, importance of 116 Balancing content and context, of communication 65 Benchmarking 41 Body language 65–6 Briefings 118 Handling change 124 Human equation 48 Communication, Art of 64 Compensation 95, 122–3 Constructive conflict 95 Context for leadership 54 Continuous improvement 35, 75, 127, 169 Core leadership competences 63 Culture 89–90, 100–4 Customer experience, building a better 156 Customer satisfaction surveys 176 Customers’ expectations 153–6 Destructive conflict 95, 121–2 Diagnostic 185, 191, 197, 203 Directing qualities, of leaders 59 Drawing qualities, of leaders 60 Driving qualities, of leaders 58 Effective communication 64, 94 Employee engagement survey 82, 129–30, 221 Employee profile 106–8 Empowerment 117 Engaging style, of leadership 72 Experience web 151 Goals, strategic 22–6 Going back to basics 137–41 Great leader, what makes a 57 Improving leadership effectiveness 75 Informal communication 94, 117 Interviewing, golden rules of 108–10 Job descriptions 105 Leadership competence model, defining a 56 Leadership effectiveness, continually improving 75 Leadership profile assessment 210 Leadership style assessment 212 Leadership styles 70–3 Leading and managing, differences 49 Managing change 124 Measure progress, how to 37, 40, 78, 81, 128, 130, 171, 176 Measuring employee engagement 126 Meetings 118 Mission statement, getting the most from 17–22 Multi-skilling 120 Mystery guest survey 173, 176, 230 Non verbal communication 119 245 HOW TO RUN A GREAT HOTEL Operational planning 28 Perceptions, of leadership 78 Performance-related pay 122 Planning template 209 Stakeholders 6–7 Steering Style, of leadership 72 Strategic map, definition 5–9 Strategic myths Suggestions scheme 120 SWOT matrix 15 Quality continuum 142 Recognition systems 123 Reservation processes 155 Results, defining 36, 76, 127, 169 Training, building employee competence 112–14 Twelve factors of employee engagement 87–8 Underperformance, addressing 93 Self-assessment 63, 78, 171 Service goals, defining 161–2 Service steps, defining 163–4 ServicePlusOne, definition 141–8 Specific guest expectations 154–6 246 Vision statement 18–20 Work, dimensions of 48 MASTERING BOOK-KEEPING Dr Peter Marshall An accredited textbook of The Institute of Chartered Bookkeepers This updated 8th edition contains extracts from ICB, AAT, OCR and AQA sample examination papers ‘This book has been planned to cover the requirements of all the major examining boards’ syllabuses and achieves all it sets out to do.’ – Focus on Business Education ‘Presented in a clear and logical manner – written in plain English.’ – Learning Resources News ‘This book has great potential value.’ – Educational Equipment Magazine ISBN 978-1-84528-324-7 THE SMALL BUSINESS START-UP WORKBOOK Cheryl D Rickman ‘I would urge every business adviser in the land to read this book.’ – Sylvia Tidy-Harris, Managing Director of www.womenspeakers.co.uk ‘Inspirational and practical workbook that takes you from having a business idea to actually having a business By the time you have worked through the exercises and checklists you will be focussed, confident and raring to go.’ – www.allthatwomenwant.co.uk ‘A real ‘‘must have’’ for anyone thinking of setting up their own venture.’ – Thames Valley News ‘ a very comprehensive book, a very readable book.’ – Sister Business E-Zine ISBN 978-1-84528-038-3 START AND RUN A SANDWICH AND COFFEE BAR Jill Sutherland In this step-by-step guide, the owner of a multi-award winning sandwich and coffee bar tells how you, too, can turn your passion for food into a successful business Jill Sutherland’s comprehensive guide will take you on a stage-by-stage guide to your first year, from idea to opening and then to becoming established Packed with top tips, real-life examples, checklists and anecdotes, this book provides you with practical and realistic advice from someone who has been there and done it In it you’ll learn how to develop and research your sandwich bar ‘idea’; write a professional business plan; find the right shop unit, and fit it out; find and manage suppliers; manage food hygiene, and health and safety; create your menu and source produce; budget, forecast and manage cash flow; launch and generate publicity and employ and manage staff ISBN 978-1-84528-333-9 HOW TO START AND RUN AN INTERNET BUSINESS Carol Ann Strange ‘An excellent definitive guide.’ – Jobs & Careers This book will guide you through the process of establishing a profitable online venture and steer you towards success You’ll learn how to generate online income; create a reliable and appealing virtual shop window; optimise your web venture for growth; generate more profit from affiliate schemes and other prospects and become a successful internet entrepreneur ISBN 978-1-84528-356-8 WAKE UP AND SMELL THE PROFIT 52 guaranteed ways to make more money in your coffee business John Richardson and Hugh Gilmartin ‘A quite brilliant new book on cafe operation.’ – Coffee House Magazine ‘It should come with a health warning that it should not be read at bedtime, since you wont sleep after it, as your mind will be buzzing with great ideas.’ – Robert Bligh – Just Bean Espresso Bar ‘A really fun read, full of proven ideas and sensible advice to make money but also enjoy your business at the same time A must for anyone wanting to start a coffee bar and many operators would benefit from a read as well.’ – Steve Penk – UK National Co-Ordinator & Director of the Speciality Coffee Association of Europe ‘A quite brilliant new book on cafe operation sometimes all of us are lucky enough to learn from those who have turned their mistakes into practical experience, such as in this exceptional new book from Ireland’s ‘Coffee Boys’, John Richardson and Hugh Gilmartin.’ – Ian Boughton – Coffee House Magazine ‘Asolutely nobody should open a coffee shop without first reading this book We have already incorporated it into our training program and manuals.’ – Se Gorman – Entrepreneur and National Barista Champion 2006 and 2007 Indiego Publications ISBN 978-1-84528-334-6 PREPARE TO SELL YOUR COMPANY L B Buckingham Selling your company is a trying time, similar to selling your house For those unfamiliar with this process, the challenging thoughts will be: ‘How I start?’; ‘Who can help me?’; ‘How much can I get for the business?’; ‘Who is most likely to buy it, and where I find them?’; ‘When should I it?’ This book will answer all your questions Easy to read, it covers all the practical aspects of preparing your business for sale It will show you just how a potential acquirer will view a company that is up for sale This will enable you to develop a business profile that will attract buyers – and maintain their interest until completion, and build into the business those aspects that will encourage a buyer to increase their bid This book will take you through the sale process: preparation, marketing, acceptance of offer, the ‘due diligence examination’ (the vendor’s nightmare), successful completion, and beyond ISBN 978-1-84528-328-5 How To Books are available through all good bookshops, or you can order direct from us through Grantham Book Services Tel: ;44 (0)1476 541080 Fax: ;44 (0)1476 541061 Email: ordersVgbs.tbs-Itd.co.uk Or via our website www.howtobooks.co.uk To order via any of these methods please quote the title(s) of the book(s) and your credit card number together with its expiry date For further information about our books and catalogue, please contact: How To Books Spring Hill House Spring Hill Road Begbroke Oxford OX5 1RX Visit our web site at www.howtobooks.co.uk Or you can contact us by email at infoVhowtobooks.co.uk ... Khaled Alduais, Dean, National Hotel and Tourism Institute (NAHOTI) Sana a – Yemen HOW TO RUN A GREAT HOTEL EVERYTHING YOU NEED TO ACHIEVE EXCELLENCE IN THE HOTEL INDUSTRY EN DA M LARKIN howtobooks... that the xiii HOW TO RUN A GREAT HOTEL greatest effort is needed to reach them After all, the greater the goal the less competition you have to fear Theme of this book will help you to devise appropriate... HOW TO RUN A GREAT HOTEL to these four critical areas you can’t excel, no matter how well you manage your finances, or market your hotel Leading enterprises apply these themes by considering the