Q&A with Alan Turpin, Task Force General Manager

Ah. Change. If you are a hotel manager, it is a word that can cause a big, relaxed smile on your face or a stroke of fear in the pit of your stomach. Like it or not, change is the name of the game in the hotel industry. And it often comes with mixed emotions.

Alan Turpin, our Task Force General Manager, shares his take on change and why it’s actually desirable as a hotel management professional.  Alan has more than eight years of experience in the hotel industry beginning as a part-time front desk attendant but spending time in almost every department along the way.

Why is change important in the hotel industry?

Change is a critical element to being successful in the hotel industry. Our guests’ needs and desires are constantly evolving so we need to evolve with them. The changes happen quickly and unforeseeably, too, so it can be difficult for hotels to keep up. The key is to continue asking for guest feedback and reacting to that feedback as quickly as possible so we can continuously offer a fresh, modern hotel experience that our guests will enjoy.

What are some common changes hotel management professionals should pay attention to and why are they important to implement in the hotel industry?

If every guest tells you they want more color in the lobby, then it is time to add more color to the lobby. That is a simple concept. The biggest challenge is staying ahead of it. You don’t want to wait too long to implement changes because the guest will move on and their needs will change (again).

Talk to your guests. Find out what they want. Embrace the fact that they may not like everything about your hotel. Instead of shying away from “negative” feedback, accept it as an opportunity. Take that information back to your leadership team and begin the process of analyzing and deciding what can be done to help improve the overall guest experience.

How does Twenty Four Seven Hotels help with the struggle of adapting to change?

Twenty Four Seven Hotels emphasizes the use of guest feedback and interaction to discover areas of opportunity. We rely heavily on our hotel staff to gather feedback and work loosely with the respective brands, who collect those sentiments on a much larger scale.

We also leverage the wealth of experience shared amongst the portfolio. Since we are a smaller franchise with a vast knowledge base, the operations team is extremely receptive to each General Manager and can easily implement changes without much pushback. There is not a lot of red tape or hoops to jump through that cause delays – we could make a decision on Friday and implement on Monday.

What happens to your hotel when you don’t adapt to changes within the industry?

It’s planned obsolescence. I personally guarantee that your local competition is doing whatever it can to gain an advantage. You must do the same. Their sales team is looking for ways to shift business away from your hotel and over to theirs. You must do the same. Despite the dazzling new technologies and amenities, the power of an above-par guest experience still holds. Bring your “A” game every day (and empower your associates to follow suite) so guests have no reason to slip out the back door and try someone else.

What is the biggest change the hotel industry might see in 2017?

One of the biggest changes and challenges we are dealing with is how to interact with our guests in an immediate, meaningful way. We live in a world of social media and instant results. We are still learning how to make that happen in hotels. But things like mobile check-in, texting with guests, interacting on social media, and an in-room TV entertainment program that lets you access your own Netflix account are all things that hopefully are helping guests feel comfortable in their “home away from home” in the 21st century.

Allow Twenty Four Seven Hotels to help you change and grow in the hotel industry. We can help further your goals of providing a kick-ass guest experience. Let’s build something together: https://www.247hotels.com/get-in-touch.php.

About Alan Turpin:

Alan Turpin - LinkedIn - Twenty Four Seven HotelsAlan has accumulated 8+ years of hospitality experience, serving in various positions with Hilton, Hyatt, and Marriott brand properties. He started out as a part-time front desk attendant and has spent time in every department of a hotel along the way. Prior to hospitality, Alan had a successful sales career in real estate, television advertising, and newspaper sales/management. This diverse background gives him a unique set of skills to leverage in his leadership role. And, of course, one of Alan’s passions in life is music, having studied the subject while attending Indiana University.

About Twenty Four Seven Hotels:

Twenty Four Seven Hotels specializes in providing hotel management, investment and development for premium brand select-service and lifestyle hotels segments in the Western U.S. We offer a full spectrum of services in Hospitality Management, Hotel Investment, Hotel Design & Construction and Hotel Asset Management.

 

 

 

 

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