Enhancing Revenue Collection: Professional Strategies for Hospitality Teams

In the dynamic landscape of hospitality, adept revenue collection practices are paramount for ensuring operational efficiency and financial sustainability. From deposits to additional amenities, every interaction presents an opportunity to optimize revenue streams while maintaining positive guest experiences. Here, we outline a comprehensive set of professional strategies aimed at streamlining revenue collection processes and fostering guest satisfaction.

Prioritize Deposit Collection: Initiating the revenue collection process with deposits sets a solid foundation for subsequent transactions. By securing deposits early, hospitality teams can streamline the collection of additional revenue throughout the guest's stay. This proactive approach not only facilitates financial transactions but also sets a tone of commitment to service excellence.

Empower Staff through Training: Beyond procedural knowledge, staff training should emphasize the importance of positive communication and engagement. Encouraging team members to view additional amenities, such as early or late checkouts, as valuable services rather than penalties foster a guest-centric mindset. Effective verbiage and a positive approach can significantly enhance the success of revenue collection efforts, particularly when interacting directly with guests.

Prioritize Consistency: Consistency is key to maintaining trust and credibility in revenue collection practices. Establishing clear procedures, such as printing due-out reports promptly and adhering to designated checkout times, minimizes discrepancies and ensures fairness for all guests. Avoiding subjective justifications for exceptions and maintaining uniformity in policy enforcement bolsters the integrity of revenue collection processes.

Implement Double Verification for Additional Charges: To mitigate disputes and ensure accuracy in billing, implementing a double verification process for additional charges is essential. Collaborating with another team member to confirm charges and documenting this verification in guest accounts adds an extra layer of accountability. Offering guests the opportunity to settle charges in person further reduces the risk of chargebacks and enhances revenue security.

Optimize Safe Fee Collection: Safeguarding revenue streams through safe fee collection requires meticulous attention to detail and proactive maintenance. Regular checks of safe functionality, particularly battery replacements, prevent operational disruptions and uphold guest satisfaction. Implementing a policy of charging safe fees to all guests except direct bill accounts, with flexibility for reversals upon guest request at checkout, ensures consistency and transparency in fee management.

By incorporating these professional strategies into daily operations, hospitality teams can effectively optimize revenue collection processes while prioritizing guest satisfaction. Emphasizing proactive communication, consistency, and attention to detail cultivates a culture of excellence and financial resilience in the dynamic hospitality industry.

Resources

• Late Checkout Fee Job Aid - BizLibrary LMS - Home

• RR West Late Checkout Fees PPT - BizLibrary LMS - Home

• RR West Late Checkout Fees Webinar - BizLibrary LMS - Home

• RR WEST - RediStay Early Check In Fee Job Aid and FAQ - BizLibrary LMS - Home

Enhancing Financial Awareness in Hotel Management: A Crucial Imperative

In the dynamic and competitive landscape of the hospitality industry, effective financial management is paramount for the success of any hotel. Financial awareness in hotel management goes beyond just balancing budgets; it involves a comprehensive understanding of revenue streams, cost control, and strategic financial planning. Let’s explore the importance of financial awareness in hotel management and its impact on overall operational efficiency and profitability.

Revenue Management:

One of the key aspects of financial awareness in hotel management is effective revenue management. This involves optimizing room rates, managing distribution channels, and understanding market demand. Having a keen awareness and working with your revenue manager on pricing strategies and market trends enables management to maximize revenue without compromising guest satisfaction. 

Some best practices:

• Be the local expert in your market: what brings people to your area? What EVENTS are driving demand to the market?

• Know your comp set, who are they, what are their amenities?  Is your price a good value compared to what they are offering?

• Check your rates daily, 2 days out, 2 weeks out and 2 months out and adjust accordingly!

• Utilize your GSR’s to help you fill your rooms; train them on top-down selling, adding extra person charges, not fading from the Best Available Rate, and qualifying any discounts such as AAA or AARP

• Maintain zero OOO rooms; or ensure they are serviced quickly and put back into your inventory (sell at a discount if possible).

• STR reports-Are you getting your fair share of the market?  If not, adjust strategies accordingly.

Cost Control:

Controlling costs is another critical element of financial awareness. Efficient procurement, energy conservation, and waste reduction strategies contribute to cost control. By closely monitoring expenses, turning off lights, TVs and setting PTACs to hotel standards, hotel managers can identify areas for improvement, implement cost-cutting measures, and ensure the sustainability of their operations.

Budgeting and Forecasting:

A financially aware hotel manager is adept at creating realistic budgets and accurate forecasts. By analyzing historical data and market trends, managers can develop budgets that allocate resources efficiently. Regularly updating forecasts allows for timely adjustments to changing market conditions, helping hotels stay agile and responsive.

Financial Literacy for Staff:

It is essential for hotel staff at all levels to have a basic understanding of financial principles. Training programs that focus on financial literacy can enhance employees' awareness of how their roles impact the hotel's financial success. This collective awareness fosters a culture of responsibility and accountability.

In the fast-paced world of hotel management, financial awareness is not a luxury but a necessity. Hotel managers must possess a holistic understanding of revenue management, cost control, budgeting, forecasting, and profitability analysis. By cultivating financial awareness at all levels of the organization, hotels can adapt to market dynamics, make informed decisions, and ensure sustained success in a highly competitive industry.

Safety: Protocols for Handling Found Weapons and Drugs at Your Hotel

In the hospitality industry, ensuring the safety and security of guests and staff is paramount. One area of concern that hotels must address with utmost diligence is the discovery of weapons or illicit substances within their premises. This article outlines the comprehensive policies and procedures that our company has implemented to handle such situations effectively.

Weapons Policy

When a weapon is discovered within a guest room, our protocol mandates that hotel staff refrain from directly handling the weapon. Instead, specific steps are followed to ensure the safety of all involved parties.

The procedures are:

1. Weapons found within guest rooms MUST NEVER be touched by hotel staff.

2. Staff members shall call the hotel manager and notify them of what has been found and the room number.

3. The manager shall E-Key the room to prevent anyone including staff from entering the room.

4. The manager shall take a photo of the weapon if it is in an area a photo can be taken without being touched.

5. The manager shall call the non-emergency police department’s phone number, notifying them of what has been found.

6. The guest’s room shall remain locked until local law enforcement arrives on property to collect the weapon.

7. Manager shall enter the weapon into the lost and found logs making notation local law enforcement has taken possession.

8. Once the weapon has been taken by law enforcement, the room may be unsecure, and the turn may be completed.

9. If a guest calls regarding the weapon being left behind, the hotel shall notify the guest they need to contact law enforcement.

10. Provide guest calling with law enforcements non-emergency phone number.

Similarly, if a weapon is found within public areas of the hotel, staff are instructed not to touch the weapon directly. Instead, measures are taken to safeguard the area and prevent unauthorized access until law enforcement arrives.

Drugs and Drug Paraphernalia Policy

The discovery of drugs or narcotics within a guest room requires a similar approach of caution and adherence to protocol. Staff members must be trained to avoid direct contact with these substances due to potential health hazards.

The procedures are:

1. Narcotics found within guest rooms MUST NEVER be touched by hotel staff.

2. Staff members shall call the hotel manager and notify them of what has been found and room number.

3. The manager shall E-Key the room to prevent anyone including staff from entering the room.

4. Manager shall take photos of narcotics and generate a report within Risk Manager Pro, again photos shall be taken without touching the narcotics.

5. The manager shall call the non-emergency police department’s phone number, notifying them of what has been found and its location.

6. The guest’s room shall remain locked until local law enforcement arrives on property to collect the narcotics.

7. Once law enforcement has cleared the room, the room may be unsecured, and the turn may be completed.

8. Staff members MUST always wear PPE while cleaning the room.

Additionally, stringent safety measures, such as wearing personal protective equipment (PPE), are emphasized to mitigate any risks associated with handling drug-related items during the cleaning process.

By implementing clear and comprehensive policies for handling found weapons, drugs, and drug paraphernalia, our company prioritizes the safety and well-being of both guests and staff. These protocols ensure swift and appropriate action while minimizing potential risks and liabilities. Through continuous training and adherence to these procedures, we maintain a secure and welcoming environment for all who visit our establishment.

If you have any questions, please contact Training@whgextstay.com.

Additional resources:

Protocols for Handling Found Weapons and Drugs at Your Hotel Job Aid - BizLibrary LMS - Home