Archive for the 'Uncategorized' Category
Host accommodation has recently announced its decision to drop the compulsory Qualmark rating for its members. It appears that static warning in advance inspections are now not rated as highly as guest feedback and mystery shopper type inspections. There has always been an understanding in the accommodation industry that there is a need for a quality grading system but there have also been many vigorous debates as to which is the best system. Host properties will have the option of personally continuing with their Qualmark grading but it will no longer be compulsory.
“16th April 2013
FOR IMMEDIATE RELEASE
HOST ACCOMMODATION DROP QUALMARK
After reviewing current trends, customer feedback and consulting with its member properties, The Host Accommodation Group have made the decision to drop the compulsion for their properties to be licence holders with New Zealand tourism’s official quality assurance organisation, Qualmark NZ.
“It’s a decision that Host Accommodation hasn’t taken lightly” said Chris Lee, Host Accommodation General Manager.
“After exhaustive consultation and research, we’ve decided that our network of motels, motor lodges, motels & apartments should individually decide for themselves if they wish to be star-rated by Qualmark”.
Mr Lee believes that a hard core of Host Accommodation properties will initially maintain their Qualmark licence, but effective immediately, a Qualmark licence will no longer be a compulsory requirement to become a member of the Host Accommodation network of properties throughout New Zealand.
Quality will continue to be a cornerstone of Host Accommodation and this will be vigorously monitored and supported through various in-house programmes that include using mystery shoppers and dynamic guest feedback.
“The world has moved on from quality being measured by static onsite inspections from clipboard carrying inspectors” Mr Lee said. “The customer is now king and it is important for us to be attuned to their requirements and changing demands”.
“Our customers are extremely important to us and only they can tell us what we are doing right and how we can improve”.
Mr Lee concluded “Listening directly to our customers will assist Host Accommodation to remain New Zealand’s leading accommodation group”.
Chris Lee – General Manager
0508 919293 or www.hostaccommodation.co.nz
April 22 2013 | Uncategorized | No Comments »
Bitponics is a new project backed by kickstarter which allows you to monitor your plants on line to assess the moisture, soil content and temperature and determine the optimum needs of your garden. This is a great inexpensive idea for people like me who don’t quite have green fingers. Read More here
September 11 2012 | Articles for current moteliers and Changes in Motel Trends and Entering the Motel Industry and Uncategorized | 2 Comments »
The Motel Association of New Zealand held their annual conference in Wellington recently which was as usual a valuable benefit for it’s members. Below is a brief description of the event.
John Key was as usual a very dynamic and informed speaker. Information of the economy, the world and tourism in NZ all delivered with a good dollop of laughter and affinity to the ordinary kiwi person.
Following this Steve Lange the owner who grew Tony’s tyre service to 20 stores gave plenty of advice about customer service, expectations and tips to get all your staff on board with the ethics of your business. Turning complaints in to loyal customers and exceeding your competitors was another strong message to come through.
Debbie Mayo Smith followed up with 8 tips to free up time and make more money. Smart phones were a tool of the customer and needed to be considered from a business point of view. Outlook tips also gave ideas to be far more efficient with the email tasks.
A good time for visiting all the suppliers enabled delegates to make the most of having them all in the one place and get the maximum amount of information without having to spend hours by phone or email contacting them all.
The day was wrapped up with two workshops from Harman’s lawyers and Blakemore group valuers. Seaton Read and Brian Burke discussed improvement rental and the impact on both lessee and lessor and the factors effecting the termination of a lease for various reasons. Bruce Mainwaring gave delegates an insight in to valuation and arbitration processes and highlighted points in a lease which could affect a valuation
All in all it was a very full day loaded with information and tips for delegates. Top this off with the networking and discussions between moteliers and it is not surprising there were so many positive comments from delegates at the end of the day saying how glad they were they had made the decision to attend.
Day two contained the AGM where Peter Blackwell was awarded an Hon life associate membership and the marketing plan of where MANZ is heading in the future. After lunch delegates were given a look at the new website from Maree Surrey along with the capabilities it had and tools it would provide for members. There was also a raft of tips and things delegates should be doing with their own websites. After lunch Jennifer Rolfe gave a fantastic insight in to branding, what it is and how to review or develop your brand.
Of course the night displayed all the delegates in their finery at the Gala Dinner. The mass of black ties and fancy dresses created an amazing atmosphere which set the scene for a great night. During the night The AA host supreme award was won by Roselle and Peter from Shadzz in Palmerston North. Congratulations to them on this. Then in typical conference tradition there was dancing well in to the night.
Today had Kerry Prendergast describe the direction and activities of Tourism New Zealand and then a final session by Pam Corkery Which was highly entertaining but also very poignant and reminded us to make sure our life was full of good memories by ensuring we create them with the way we live our life.
This conference certainly delivered what it needed to for its delegates. Everyone should go home with ideas for their business, new skills and highlighted areas to expand their learning and knowledge, but also with new friends or further cemented old friend relationships. Moteliers are a special group of people and those proactive ones who attended conference have shown just how good they are.
August 02 2012 | Articles for current moteliers and Changes in Motel Trends and Entering the Motel Industry and Uncategorized | No Comments »
I often search the internet and read business related items. I recently found an article detailing 12 tips to business success by Bob Reiss which I thought was interesting reading. As a business owner are these the attributes that you possess or is there something here you could work on?
What’s important to the success of small-business owners and entrepreneurs? Knowledge, skill and talent.
However, many competitors have the same traits you do. The key to beating the competition and achieving success is mental, reflected in one’s attitude, totally controlled by the individual and requires no cash. This holds true in most human endeavors besides business — in sports, the arts and politics.
How many times have we seen the underdog team or player win over the more talented opponent? The difference is often attitude.
These 12 attitude attributes can put you in the right mindset for achieving entrepreneurial success.
1. Have passion for your business
Work should be fun. Your passion will help you overcome difficult moments and persuade people to work for you and want to do business with you. Passion can’t be taught. When it wanes, as it surely will in difficult times, take some quiet time. Whether it be an hour or a week, take inventory of all the reasons you started the business and why you like being your own boss. That should renew your passion.
2. Set an example of trustworthiness
People have confidence in trustworthy individuals and want to work for them in a culture of integrity. The same is true for customers.
3. Be flexible, except with core values
It’s a given that your plans and strategies will change as time goes on. This flexibility for rapid change is an inherent advantage of small over large business. However, no matter the pressure for immediate profits, do not compromise on core values.
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4. Don’t let fear of failure hold you back
Failure is an opportunity to learn. All things being equal, venture capitalists would rather invest money in an individual who tried and failed founding a company than in someone who never tried.
5. Make timely decisions
It’s okay to use your intuition. Planning and thought are good. But procrastination leads to missed opportunity.
6. The major company asset is you
Take care of yourself. Your health is more valuable than the most expensive machinery or computer software for the company. You don’t have to choose between your family or your company, play or work. Maintain your health for balance and energy, which will, in turn, enhance your mental outlook.
7. Keep your ego under control
Don’t take profits and spend them on expensive toys to impress others. Build a war chest for unexpected needs or opportunities. This also means hearing out new ideas and suggestions no matter how crazy they sound.
You need to believe in yourself, in your company, and that you will be successful. This confidence is contagious with your employees, customers, stakeholders, suppliers and everyone you deal with.
9. Encourage and accept criticism graciously. Admit your mistakes.
You need to constantly work on convincing your employees that it’s OK — even necessary —to state their honest opinions even it if conflicts with the boss’s opinion. Just stating it once or putting it in a mission statement won’t cut it for most people.
10. Maintain a strong work ethic
Your employees will follow your lead. It will also help you beat your competition by outworking them, particularly when your product or service is very similar.
11. Rebound quickly from setbacks
There surely will be plenty of ups and downs as you build the business. Learn from the setbacks and move on. You can’t change the past.
12. Periodically get out of your comfort zone to pursue something important
Many times you will feel uncomfortable in implementing a needed change in technology, people, mission, competing, etc. For the company and you to grow personally, you sometimes have to step out of your comfort zone.
Many organizational and leadership shortcomings can be overcome or mitigated with the good attitudes described above. All can be learned except passion, which comes from within. Take time out of your hectic schedule to periodically reflect on these attributes. You may be inspired to act.
Bob Reiss is the author of “Bootstrapping 101.
June 07 2012 | Articles for current moteliers and Entering the Motel Industry and Uncategorized | No Comments »
Lots of talk at present about Tourist Tax and lobbying your local MP’s and councillors so they understand the full implications of this being implemented. How would it effect your business if you were required to pay a tax on all guests who were tourists.
One line of thinking is that not only is this another burden in gathering and passing on the tax to the relevant authority it also creates an unfair playing field. If accommodation providers have to pay a tourist tax, then does it not follow that petrol stations, restaurants etc should also be subjected to this tax?
Interesting reading in this article on tourist tax. http://www.taxationinfonews.com/2012/04/tax-authorities-eye-up-tourist-taxes/
If this is a tax which as a motellier you object to then you should be looking at putting in submissions to local and central Government on the issue. Either individual submissions or local association ones all add to the knowledge of councillors and politicians and possibly prevent the scales tipping too far against accommodation providers.
April 23 2012 | Articles for current moteliers and Changes in Motel Trends and Uncategorized | No Comments »
I have just read the blog post by James Hacon http://t.co/vYqUXQfY on the Hotel . Com survey for guest amenities. The pattern shows a trend as discussed in my blog on 3rd February http://bit.ly/HvMwFs
Good reading but also thought provoking especially one comment from Anna Pollock which stated it can be very difficult to get business services including printers whilst travelling.
I have recently purchased a new printer and following on from Anna’s comment I thought it would be great to have in a motel situation. The printer is an HP wireless 6500A which obviously prints wirelessly so any personal or office computers can print without the need for cables. Great to tidy up that precious office space in a motel. The function which I thought would be more beneficial however is the ability to print via the internet. This means provided someone has the access codes to the printer they can email print jobs to it and voila the printer churns out the required hard copy. This would be a great function to enable you to provide your guests with an easy to use print facility.
I am sure there are other brands which do the same thing or can even provide more facilities but it is food for thought to look for extra functions with technology when purchasing new items and think of ways these can provide an even better experience for your guests.
April 11 2012 | Articles for current moteliers and Changes in Motel Trends and Entering the Motel Industry and Uncategorized | 1 Comment »
Research shows a direct correlation between interaction with clients and sales generated.
Jack Daly presents eye-opening research:
• 48% of salespeople never follow up after the first contact with a prospect.
• 25% of salespeople make a 2nd contact and stop.
• 12% of salespeople make a 3rd contact and stop.
• Only 10% of salespeople make more than 3 contacts.
• 80% of sales are made on the 5th to 12th contact.
Figures like this don’t always mean a lot but seeing them after just having undertaken a customer experience they appear very relevant to me. My daughter and her partner have decided to get married in December and so we have been looking at various wedding options. My own interaction with suppliers during this has made me very aware of the necessity for continued contact.
Firstly we started by planning to have the wedding at her partners family farm and hire a Marquee. I approached 4 Marquee hire places physically and 6 through an internet inquiry. All of the internet inquiries were followed up by a return email quoting their prices and maybe attaching a brochure. Most replied within 48 hours however one was very slow both in their initial reply (5 days) and then in a further email after another (4 days).
The ones I visited physically showed varying levels of service from pure disinterest with just a handover of a price brochure to anther who was very helpful with suggestions and advice as to what additional items we would need. A different company had a very nice person but she but seemed to think we wanted to use the cheapest possible options for everything and eventually left us with the feeling of her company planning for the cheapest option rather than fulfilling our own individual wants and needs.
From all of these people I have only had one follow up email from NZ Marquee Events limited. This was sent asking how I was getting on and if there was anything else they could help with. We had however decided to use a venue in the mean time and so I sent back and let them know the change in plan. Within a few days I had an invitation to join the owner on linked in and so they are now a memorable supplier of Marquees for me. Although we are not now a direct potential customer I am certainly a future promoter of their service and product to others and potential user at another time. As for the other people I contacted. I can’t even remember who they were.
The basis of my experience shows just how important it is to listen to your customers needs and follow up with further contact. This will provide advocates for your business which will strengthen and grow it.
April 03 2012 | Uncategorized | 2 Comments »
The latest Waikato Motel Association newsletter encouraged people to think about their price structure and if they should in fact be increasing their prices. It suggested in the magazine to google “Increasing Prices” and view some of the information which came up.
Being a naturally curious person and always interested in the mechanics of business I did this and found the following article. Written for small businesses in Canada it is relevant to any business no matter where in the world you are. Have a read and see if you agree with the advice and maybe pick up some hints and tips for your pricing policy.
March 29 2012 | Articles for current moteliers and Changes in Motel Trends and Entering the Motel Industry and Uncategorized | No Comments »
This article highlights the internet trends in Vegas Hotels. Are they the same here?
Is this a sign of things to come with Internet hubs for the guests and mobile phone apps to connect with hotel/motel facilities.
February 27 2012 | Uncategorized | 1 Comment »
This extract from the Trip Advisor survey shows trends for US hotels and compares them to the rest of the world.
There are some interesting findings such as how many hotels use discounting as a “top deal” and the increase in importance of mobile device strategies. There is also a heavy emphasis on social media and responding to comments.
I found when reading the article myself I couldn’t help but wonder about the fact it was trip advisor undertaking the survey and their product relies strongly on social media and comments and also that it is the owners of the properties being surveyed not the guests. I wonder if guests would have rated things in the same order of priorities?
Social and Mobile Marketing: Engaging Travelers Online and “On the Go”
Percentages following each statement are for U.S. and the WORLD respectively.
Social media marketing:
Expect social media marketing budget to increase in 2012 (of those who had such a budget in 2011) 52% 50%
Plan to monitor social media for mentions of the property 80% 76%
Plan to respond to guest reviews about their property on TripAdvisor 91% 87%
Plan to offer a program to engage travelers using mobile devices (e.g., a mobile app, special offers on mobile, booking through a mobile device) in 2012 61% 53%
Plan to offer a program to engage travelers using mobile devices for the first time in 2012 27% 28%
Services and Amenities: Free or Fees
Plan to add services or amenities in 2012
Foresee adding fees for services or amenities in 2012
Plan to offer free in-room Internet access to guests in 2012 89% 77%
Top Deals and Special Offers: Attracting Guests in 2012
Discounts on rooms
Special amenities/services (e.g., free Wi-Fi Internet access)
Free parking 38% 32%
“Hoteliers’ plans to engage with travelers using social media and mobile devices are also important trends this year,” said Petersen. “While it’s encouraging to see so many planning to respond to online guest reviews in 2012, TripAdvisor’s data show that only 15 percent of property reviews currently have management responses. The owners and managers who follow through on plans to respond to reviews will have an advantage over their competition.”
Read more here: http://www.sacbee.com/2012/02/21/4278895/tripadvisor-business-survey-reveals.html#storylink=cpy
February 22 2012 | Articles for current moteliers and Changes in Motel Trends and Entering the Motel Industry and Uncategorized | No Comments »