Hotels: Why chaos is good

Edward Lorenz, a meteorologist from 1961, was doing weather forecasts again using the standard mathematical formulas of that day. He saved time by rounding longer decimals to one thousandth. Afterwards, he went for a cup of coffee and let his computer calculate the numbers. He returned to find a completely new set of weather forecasts than he expected. This was a breakthrough moment in chaos theory. This led to the “butterfly effects,” where small changes can create hugely different outcomes.

What does all this have to do about hotel management? There are probably one or two answers. We recently wrote about personalization and how hotels are trying harder to win customer loyalty by customizing their guest experience. It’s easy to influence the weather by sending a personalized greeting or a gift. This can result in glowing reviews, repeat visits, and personal recommendations. All of these things have a positive effect on occupancy rates and bookings. Every little thing can have an impact on the weather.

If we look deeper into the causes of success (at least in hotels), we discover a deeper layer: The ability of hotel managers to act as role models for their staff. These are the wings that your hotel must fly if it is to realize its full potential.

Let’s look at two scenarios to illustrate. The first scenario shows that you are not a role model for your employees. You don’t show concern for their personal lives or goals. You don’t show fairness or consistency and gossip about certain team members. If there is no one to do them, you don’t want to take on menial tasks. It would help if you also showed that you are willing to get involved in any aspect of the operation. You don’t show up on time to work, and you don’t live up to the standards that you expect from your employees.

This dynamic will result in low levels of trust and integrity. The employees will not feel valued, challenged or inspired. Employees will wonder why their managers don’t set such high standards. Those tiny decimal places will eventually find their way into guest interactions, quality of service, online reputation, and ultimately, occupancy and booking rates.

You can be a role model for your employees in the second scenario. They are encouraged to set goals and encourage active participation in problem-solving. You encourage them to become personally invested in improving the guest experience. Most importantly, admit to your mistakes and show your willingness to learn from them. This is one of the most important steps to being a role model.

This second scenario creates completely different outcomes and patterns than the first. Your hotel’s guest experiences and quality of service will be dramatically improved if you have a team that is fully engaged and invested. (In fact, I’d suggest that you can easily tell the type of General Manager who runs a hotel by just talking to the front-line staff. It is so important. These elements will increase the hotel’s online visibility and improve your booking and occupancy r

Leave a Reply

Your email address will not be published.