14 Ways to Increase revPAR in 2014

It is the exception and unexpected that gets hotels noticed, remembered, and more importantly bring repeat or referral business.  Even the smallest of details can make an average stay a truly memorable one.  People want to be made to feel at home and it’s the personal touches that count.  Here are 14 ideas MMI Hotel Group is considering to use to make 2014 our hotel’s most profitable year yet.

+ 14 Ways in 2014

Service Recovery

We’ve all had occasions when the product or service we’ve received from a business leaves a lot to be desired.   Recently I’ve used Twitter on a few occasions to help me rectify service shortcomings.  Here’s what I’ve learned which may help when designing service recover strategies for your business.  Service recovery is about maintaining customer loyalty by converting an angry customer to a happy customer.  This is a huge and critical challenge.

1.            Active listener or reader – Be an active listener when you speak to the aggrieved party or read carefully the customer’s problem.  What is it they are unhappy with and what do they want?  Make notes and record the time and date in a database designed for this purpose.  Respond rapidly.

2.            Be respectful – Make sure all staff are respectful in their dealings with customers at all times, particularly when someone is expressing concern about a product or service.  Your staff are all “brand ambassadors” – make sure they act like one.

3.            Put yourself in the place of the customer – When you are engaging the customer, put yourself in their place and understand and appreciate their frustration.

4.            Seek ways of solving the problem – Ask them what you can do to solve their problem.  Make suggestions to resolve the situation.  Find all the reasons and ways that you can help rather than the reasons why you can’t do anything.

5.            Make an offer – Make an offer to help resolve the situation.

6.            Sincerely Apologize – Apologize for the lack of service or the poor quality of the product.

7.            Let them know they are important – Tell them the company appreciates their patronage and their business is important to the company.

8.            Follow-up – Make sure the customer is contacted for follow-up and the problem is resolved to the customer’s satisfaction.

Any customer recovery strategy must be based on consistency not heroics!  The simple rule to tell staff is treat all customers like you’d want your mom to be treated.

Mississippi ACA Exchanges Provide Support

As you know, the Health Insurance Marketplace opened yesterday and Humana.com has an online listing of our on- and off-exchange individual health insurance plan offerings in Mississippi and the 13 other states where Humana is participating in the state health care exchanges.

Details about how citizens can learn more about Humana’s offerings in Mississippi are available using the link below.

Humana Exchange

 

MMI Successful in Driving Performance at Sleep Inn

We are encouraged to say that the Comfort Suites in Dothan, AL was sold last night and MMI will no longer be providing management support services to the team on-property.

We never like to leave the team members of a property, but we are encouraged because we have done our job WELL!   We were hired to get the cart out of the ditch when a local bank had to foreclose on the former owners and needed an experienced hotel management company to come in and drive performance to a valuation where the bank was happy to sell.  Not only did we succeed in answering this call, but we were able to provide a great experience for the team members on-property in the process.

We wish them the best of luck as they continue with the new ownership / management group. Additionally, we will use our experience as an example of the WINNING WAYS that MMI can provide to future owners needing real hospitality management experience.

Thanks goes out to Scott Sledge and the full home office team!

Earle F. Jones Passed Away

Earle F. Jones, co-chairman and founder of MMI Hospitality Group, peacefully passed away on August 6. Mr. Jones has always shown compassion for others in business and the greater community as an industry and civic leader.  His contribution to our company, city, and state will live on as the foundation for our company’s family culture based on integrity and the respect for each individual.  He will be sorely missed.

+ Mississippi News Now: Earle Jones Dies

+ Clarion-Ledger: Earle Jones Obituary

+ Mississippi Sports Hall of Fame: Earle Jones Gave Much To So Many

+ Eulogy by Gaines P. Sturdivant

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