Hotel Online  Special Report
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How Well Do You
Know Your Competitor?

E-mail:  [email protected]
Harry Nobles & Cheryl Thompson Griggs,  May 2003

Are your competitors treating their guests better than you treat yours?  What are they doing that you are not?  The current climate of reduced travel and increased competition has weakened guest loyalty and knowing what your competitors are doing to woo and wow your guests is more important than ever.  Previously loyal repeat guests are now looking to get as much as they can for the lowest rate.
 
Successful operators have long appreciated the need for anonymous shopping of their own properties to determine the level and consistency of guest service and to ensure they meet rating requirements. 
Ask Harry and Cheryl
We encourage readers to email us with questions on ratings, guest services, design, decor, etc. We'll directly respond to your questions. Email Harry and Cheryl
Recently, more innovative managers are shopping major competitors to enhance their market position. They know what their employees are doing to maximize guest satisfaction.

Knowing what the property across the street is doing assures hotel managers that their property is providing the better guest experience.

How do guests perceive your hotel and its amenities compared to your major competition? Are you still their first choice?

The competitive intelligence gained by shopping the competition, also helps managers identify strengths and weaknesses of both properties. Capitalizing on this knowledge can make your property  guests "first choice".  This knowledge can also be useful in strengthening your marketing campaign.

When shopping the competition be sure to evaluate every aspect of service and environment which you deem important for your own property.  A side-by-side analysis will yield the most useful results.

Some of our clients prefer to tailor the evaluation to focus on certain specifics; perhaps areas where they feel they need improvement; others take a broader approach.  Some shops involve an overnight stay while others do not.  One absolutely inviolable criteria is discretion. 

When you consider whether or not to shop your competitor, remember the AAA and Mobil inspectors will --- and your competitor may already be a step ahead.

Harry Nobles & Cheryl Griggs
www.optimumrating.com

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Contact:

Harry Nobles Hospitality Consulting
POC:  Harry Nobles
E-mail:  [email protected]
Phone:  757-564-3761
Fax:        757-564-0076
www.optimumrating.com

Credentials: 

  • Former head of AAA Lodging/Dining Ratings Program. 
  • An independent consultant serving the hospitality industry. 
  • A Special Training Consultant to the Educational Institute, American Hotel/Motel Association
Also See: Our Favorite Hotel?  / March 2003
The Current Value of AAA Hotel Ratings / Feb 2003
Stars and Diamonds; Some Similarities and Some Differences / January 2003
AAA's Delay: Good or Bad? / July 2002
Timing Is Everything, Or Is It? / July 2002 
Boutique Hotels: Have They Gone Too Far / May 2002
People Really Do Make the Difference / Jan 2002
What Is a Boutique Hotel? / Dec 2001
The Non-negotiable Traits of Leaders / Oct 2001 
How Important is Service? / Sept 2001
Front Desk Service Mistakes / Aug 2001
Food & Beverage Mistakes & How to Correct Them / July 2001
Bell Staff Mistakes & How to Correct Them / July 2001 
Attitude vs Aptitude / June 2001
Female Business Travelers' Expectations / June 2001
Is Outsourcing Your Training a Viable Alternative? / June 2001
Unique Identity + Consistent Service = Success / May 2001
AAA Standards vs  Guests' Expectations / May 2001
Are Your Guests Better Informed Than Your Staff? / April 2001
Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001
The Design Theme - AAA / Mobil Ratings Connection / March 2001
Attitude Can Make the Difference / January 2001
How Should Casino-Hotels be Rated? / Dec 2000
Does AAA Rate Resorts Fairly? / Nov 2000
Is Your Property Suffering From Design Deficiency? / Nov 2000 
The Future of AAA Ratings / September 2000
What Is Your Optimum AAA Rating / August 2000
If You Disagree With Your AAA Rating�../ June 2000
Are AAA Ratings Always Accurate and Objective / May 2000
Creating Atmosphere / Jan 2000
What is "Atmosphere"? / December 1999
Maintaining Your AAA Rating / Nov 1999
Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult?  / Oct 1999
Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999 
Consistency: The Hallmark of a Fine Hotel / September 1999
Who Should Train Your Employees  / Aug 2000 
Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 
Key to Success: Training + Follow-Up / June 2000
The Legend of the Pineapple / Harry Nobles / Feb 1999 
To Harry Nobles Hospitality Consulting Index Page

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