Our Journey to Excellence in Southern Morocco

The ONE Thing: Our Journey to Excellence in Southern Morocco

Standing at the entrance of one of our family’s hotels, nestled in the rugged beauty of Southern Morocco, I often reflect on how far we've come. Our family’s hotel chain, located in some of the most isolated and breathtaking regions of Morocco, has always been more than just a business—it's a reflection of our heritage and a gateway to the unique experiences this region offers.

But managing these properties comes with its own set of challenges, and our success has depended on focusing on what truly matters most: offering our guests an unforgettable adventure, combined with the best service possible.

Finding the ONE Thing

In the world of hospitality, particularly in the remote and enchanting South of Morocco, guest satisfaction isn't just about luxury—it's about creating an experience that resonates deeply with the spirit of adventure.

I often ask myself and my family this critical question: "What's the ONE Thing we can do to enhance our guests' experience in such a way that everything else becomes easier or unnecessary?"

After much reflection and discussion, we realized that the key lies in personalizing the adventure. By focusing on this, we could elevate every other aspect of our service, ensuring that our guests leave not just satisfied, but with memories that will last a lifetime.

To bring this vision to life, we implemented a strategy that has become a cornerstone of our management style. Every morning, from 9 to 10 AM, our leadership team gathers—either in person or virtually—to focus solely on guest experience.

This time is dedicated to reviewing feedback, planning personalized experiences, and ensuring that every guest’s adventure in the South of Morocco is nothing short of extraordinary.

We treat this time as sacred, free from the usual distractions of emails and operational meetings. This focused hour has allowed us to consistently stay ahead of our guests' needs, refining our services and ensuring that each visitor feels special.

By prioritizing the personalization of adventure, we’ve witnessed a remarkable domino effect across our properties:

1. Guest satisfaction has soared, with glowing reviews becoming the norm.

2. Our hotels have seen an increase in repeat visitors, eager to explore more of what we offer.

3. Revenue has increased as our reputation for exceptional service spreads, attracting discerning travelers from around the world.

4. Our staff, inspired by the positive feedback, has become more engaged and motivated, leading to even higher levels of service.

5. Our family’s brand has strengthened, allowing us to attract top talent and explore new opportunities for growth.

Each success has built upon the last, creating momentum that has taken our family’s hotels to new heights.

For our family, the purpose behind our hotels has always been clear: to offer an authentic taste of Southern Morocco, where adventure meets comfort. This purpose guides everything we do, from the way we design our rooms to the local dishes we serve.

By aligning our priorities with this purpose, we’ve been able to filter out distractions and focus on what truly matters. Every decision, whether it’s related to staffing, procurement, or marketing, is made with the guest experience at the forefront.

Overcoming the Four Thieves in Hotel Management

In our journey, we’ve encountered and tackled four major obstacles that could have derailed our productivity:

1. Inability to say “no.” We’ve learned to prioritize our ONE Thing, declining less critical requests that don’t align with our vision.

2. Fear of chaos. Focusing on our core mission has sometimes led to temporary chaos in other areas, but we’ve embraced this as a natural part of growth.

3. Neglecting self-care. We’ve come to understand that our own well-being is crucial. By taking care of ourselves, we’re better equipped to lead our team and provide exceptional service.

4. Resistance to technology. We’ve invested in systems that enhance the guest experience without losing the personal touch that sets us apart.

Rather than trying to transform our operations overnight, we’ve focused on building one habit at a time:

1. First, we established a routine of personalized welcome experiences for each guest.

2. Next, we implemented a system for tracking and remembering guest preferences, ensuring each visit feels tailored to them.

3. Then, we committed to regular staff training sessions, focusing on empathy and anticipating guest needs.

These habits have become ingrained in our culture, creating a consistent level of service that our guests have come to expect.

Living Without Regrets

Looking out over the landscape from one of our family’s hotels, I feel an overwhelming sense of pride. We've stayed true to our vision of offering a unique and authentic experience in the South of Morocco, even when it meant making difficult decisions or stepping away from industry norms.

Our commitment to creating genuine, heartfelt adventures for our guests has not only brought us business success but also a profound sense of fulfillment. Watching guests leave with smiles, knowing they’ve experienced something truly special, confirms that we’re on the right path.

Years after we began this journey, our family’s hotels have become known for their exceptional service and unique offerings in Southern Morocco. As guests continue to arrive, eager to explore this beautiful and remote region, I know that by focusing on the ONE Thing—creating personalized, unforgettable adventures—we have indeed achieved extraordinary results.

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.