Oh Canada - Lodging Newsletter June 30, 2023
By Wm, May
Published: 06/30/23
Topics: Education, Hotels, Housekeeping, Inns, Lodging Newsletter, Reputation, Vacation
Comments: 0
"Management by wandering around" explains a style of business administration which involves managers wandering around, in an unstructured manner, through the workplace to check with employees, equipment, or on the status of ongoing work.
There may be no other industry as appropriate for MBWA than travel and lodging.
Great managers must keep their fingers on every aspect of every dang little thing. Nothing can be taken for granted, everything must be inspected, schedules must be maintained and, no matter how diligent a company, some guests will want more than they pay for.
But you'll only know that if you talk to guests, staff, vendors, competitors and even the government. All this in hopes that changes can be detected to find opportunities or to avoid problems in the future.
That idea can be stretched to walking around other businesses too, so for a few weeks we have been wandering around British Columbia and Alberta, staying at or visiting great lodges, speaking to staff, and just watching their world go around.
It has been said that Canada and the US are countries born of common ancestors, separated by a common language. The differences in lodging management are subtle but noticeable.
Businesses cooperate together to promote their destination in ways that can seem lacking elsewhere. Employees seemed authorized to make good decisions.
This letter isn't to say that Canada has everything figured out. Turning on the television shows some of the same political skullduggery that exists in every country. People just don't agree on everything.
As we departed one lodge we saw the attractive young manager, who had taken time to talk on several occasions, walking around the property, policing the area, straightening things up.
Walking around Canada provides new insights we can use to make our business better every day.
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The pace of change is accelerating. Here are some changes we noticed in Canada, specifically in the stunning mountain towns of Banff and Jasper.
TEXTILES: Each property had daily housekeeping an "option." Some said, "Call us if you want maid service or just towels." Or here is a $5 coupon for each day you don't ask for housekeeping.
COUPONS: The coupons were to their in-house restaurant. They save far more in cleaning labor than the cost of the food, probably $20.00 or more. And guests lined up early to cash in.
STAFFING: Half of the lodging and restaurant employees who served us were young Aussies. Companies recruit in Australia for seasonal staff. Young folks love the travel and come back year after year.
COSTS: Staffing in this way is not cheap, as employers pay for food and housing. At the incredible Columbia Ice Fields (www.BanffJasperCollection), where you can ride onto the glacier on giant wheeled vehicles, over 250 staff room in what they laughingly refer to as "The Ice Palace", but looks more like a very old college dorm stuffed with people.
WELCOME BOOKS: None of these pricey places had an in-house welcome book - but they all had gorgeous printed materials about all the other things they were anxious to sell you - boat trips, gondola rides, museum walks and, of course, their restaurants.
CUSTOMERS: Canada has a fast growing immigrant population and the diversity of travelers is everywhere. Many languages, styles of dress and behaviors. Some cultures travel in big family groups, while others dominate the ever present tour busses.
GENUINE: Every business wants every staff member to exude friendliness. Although there are dozens of restaurants in Banff alone, from fast food to fancy food, employees provide quick service without seeming to be hurried. This is management honoring their people.
HONOR CODE: Most businesses had famed "Codes of Honor" proclaiming how well they would treat you and including how well you must treat fellow customers and staff. We bumped into them in fancy hotels, low-cost restaurants, in bike shops, in museums and even in Starbucks.
GUEST TERMS: Having started as vacation rental owners, we have always felt that a clear set of terms was essential to foster good guest behavior. We have wondered if we ask too much, but then we seldom have a problem guest. Perhaps, we should call them the "Codes of Honor."
STRESS: Banff sees 4 million visitors a year and the small business core is alive with visitors. Jasper welcomes 2.5 million per year. Together this is a non-stop stream of inquisitive travelers who could overload a system, but there is little stress because both towns admit that tourism is what pays the bills. (And pays them well.)
In U.S. locations, there are always curmudgeons who want visitor income but would prefer that people stay away. American cities and counties who are chasing vacation rentals out of town are myopic.
Author: Wm, May, Vortex VIP
Blog #: 0960 – 06/30/23Sponsor: Vortex VIP – – VortexVIP.com
Comments: 0
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