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5 Simple Habits That Will Put You Ahead of 99% of Hoteliers

The more you put them into action, the further you progress.

Aristotle, the ancient Greek philosopher, once said, “Virtues are formed in man by his doing the actions.” Later, American historian and philosopher Will Durant rephrased this idea: “We are what we repeatedly do. Excellence, then, is not an act, but a habit.”

This idea holds true in the hospitality industry—excellence in running a hotel is not a one-time achievement but a result of consistent actions. The question then becomes: What behaviors, if repeated consistently, result in excellence?

Having spent years in both marketing and the hotel business, I’ve studied some of the most successful hoteliers and industry leaders. These five simple habits can put you ahead of 99% of your competition. By implementing them, you can elevate your hotel's operations, guest satisfaction, and overall success.

1. Be Proactive

In hotel management, taking proactive ownership of challenges is key to success. When occupancy rates fall, don’t blame external factors—take responsibility. If guest satisfaction scores drop, own the problem and find a solution. Whether it's operational mishaps or service gaps, the most effective hoteliers take accountability and act swiftly to fix issues.

When you take responsibility, you give yourself the power to make changes. For example, if a guest complains about slow service, you could review your staffing levels or retrain your team. Proactivity creates a culture of problem-solving and continuous improvement. As Stephen R. Covey said, “To know and not do is really not to know.” So don't wait for instructions—act quickly and decisively.

2. Reverse Engineer Success

Successful hotel operations don’t happen by accident—they are the result of careful planning. To achieve excellence, you must start with a clear vision of what you want your hotel to become. Whether your goal is to be the leading boutique hotel in your area or to achieve a top rating on review platforms, start by defining your long-term objective. Then, reverse engineer the steps needed to get there.

For example, if your goal is to improve guest satisfaction to 95%, identify the key factors driving satisfaction—speedy check-ins, spotless rooms, and personalized service. Break down each factor and create a plan to achieve it. Working backward from your goal allows you to build the systems and habits that will ultimately lead to success.

3. Prioritize Your Most Important Tasks (MITs)

In the hotel business, it’s easy to get caught up in the daily whirlwind of urgent tasks—answering emails, resolving guest complaints, or restocking supplies. However, the most successful hoteliers know how to prioritize their most important tasks (MITs). These are the tasks that directly contribute to long-term success.

Mark Twain once said, “If it’s your job to eat a frog, it’s best to do it first thing in the morning.” In other words, tackle your most important and challenging tasks first—whether it’s developing a new marketing strategy, negotiating with suppliers, or conducting a staff performance review. By focusing on what truly moves the needle, you’ll ensure your hotel is always progressing toward its bigger goals.

4. Seek Mutually Beneficial Outcomes

In hospitality, partnerships and relationships are crucial to success. Whether you’re negotiating with suppliers, working with travel agencies, or resolving guest issues, always aim for solutions that benefit all parties involved.

For instance, when partnering with a local business for a guest experience package, ensure that both your hotel and the partner business benefit equally. This creates a stronger, long-lasting relationship that brings continued value to both sides. In every interaction, think win-win—whether it's with staff, guests, or business partners—and you’ll create a network of allies invested in your success.

5. Be an Empathetic Communicator

As a hotelier, communication is one of your most important tools. Whether you’re dealing with guests, staff, or vendors, always aim to understand before being understood. Stephen R. Covey’s advice from The 7 Habits of Highly Effective People rings true here: “Seek first to understand, then to be understood.”

When guests share feedback, truly listen to their concerns before offering solutions. This not only helps resolve issues more effectively but also builds trust and loyalty. The same applies to staff—when employees feel heard and understood, they’re more likely to engage fully in their work and contribute to a positive hotel culture. Empathy in communication fosters stronger relationships and leads to better outcomes for everyone involved.

Final Thoughts

Excellence in hospitality isn’t about occasional brilliance; it’s about consistently doing the right things. These five habits—being proactive, reverse engineering success, prioritizing your MITs, seeking mutually beneficial outcomes, and being an empathetic communicator—are the foundation of a thriving hotel. Make them part of your daily routine, and you’ll be well on your way to elevating your hotel above the competition.

Want to Be Part of Mentor Hotelier? Here Are Ways You Can Help:

  • Join the Mentor Hotelier Community: Subscribe to our newsletter and join a vibrant community where you’ll learn innovative strategies and discover the latest digital tools to improve your hotel’s productivity and streamline the workflow of your entire team.

  • Every Successful Hotel Has a Story to Tell: I understand the challenges of managing a hotel—I come from a family of hoteliers. So every week, I interview hoteliers and managers, from boutique hotels to large chains, to share their stories and insights with our community. Would you be open to a quick chat to share your experience?

  • Group Consultations with Fellow Hoteliers: Join our group consultation sessions, where we gather periodically as a community of hoteliers. These private, small-group consultations allow us to share challenges, insights, and strategies, working together to find tailored solutions for your hotel.

  • Collaborative Team Training and Implementation: As part of the Mentor Hotelier community, we work together to create resources that help train your teams and implement the latest tools. Whether it's for improving operations or enhancing guest experiences, our collective efforts ensure everyone benefits from shared knowledge and support.