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E-mail: [email protected] |
by Cheryl Griggs, July 26, 2004
Our recent article
on AAA�s rating of smaller family-owned resorts obviously struck a responsive
chord. We received many emails and phone calls from resort operators
and from the traveling public. The majority of guests and travelers
expressed agreement with our observations. Most of the operators
had questions about possible corrective action. We tried to answer
each inquiry individually, and hope these additional comments will be of
benefit.
Another suggestion we often offer is to look at affordable physical enhancements. While it may not be possible to address all AAA �deficiencies�, it is usually possible to shorten the list. A key element in this step is a careful prioritization to be sure expended funds reap the maximum reward; in other words, get the �most bang for the buck� Some properties do this on their own; others seek outside professional advice. Whatever course chosen, the goal is always to make the finished product more appealing to your guests, while possibly improving your AAA rating. Perhaps the most important step in this entire process is getting your
guests� input. Ask them what they like about your current product,
and what they would like to see changed or added. You will find that
while some of their suggestions coincide with the AAA ratings requirements,
there may also be some interesting deviations.
We never advise a client to make any change solely to gain a rating advantage. Guest satisfaction is always the reason you do everything. After all, the loyalty of your repeat guests has made you successful in the past, and will do so in the future. AAA, MOBIL, and other awards may help, but your guests are always first. Cheryl Griggs
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Harry Nobles Hospitality Consulting
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