6 reasons why a hotel manager should always write things down


The human brain truly is a marvel. But brilliant and all as it, have you ever noticed that it can sometimes work in the most peculiar of ways?!

Think about it: while your brain has the ability to recall and remember the most useless of information, it also has the uncanny knack of forgetting the critical information that you really need – you know, those things you assume it will remember forever simply because they’re too important to forget?

Of course, despite the fact that we think our brain is infallible when it comes to remembering, given the volume of information that our brain is required to save, it’s simply not realistic to expect that every tiny nugget of information will be recalled in a split-second, every time we need it.

The fact is, as a hotel manager you are the ultimate multi-tasker: every day, you’re dealing with an incredible amount of diverse information at any one time. That’s exactly why, rather than relying just on your brain to remember every single piece of information you require, we’ve identified these 6 great reasons why every hotel manager should always write everything down!

1 Every small detail matters in your business

As a hotel manager, you are essentially managing a series of micro-business units, with each hotel department managing its own very specific issues. With this in mind, while it might be possible for a waiter who’s dealing with just one function to remember his/her duties from memory, as hotel manager with responsibility for every function across the entire business, this won’t not be possible.

Think of it like this: in a hospital, rather than assuming they will always remember everything they need to know about their patients, medical professionals are trained to write down every piece of information as it comes along. So given how equally multi-functional your role is, why shouldn’t you do it too?!

2 Writing things down helps you remember more

When we experience one of those great light-bulb moments, we tend to think that because the idea is so amazing, it will never be forgotten. But if we don’t take the time to write it down, that’s exactly what happens.

So, never assume that new ideas and fresh new thoughts will remain stored in your mind forever because the reality is they will disappear just as quickly as they came. That’s why you need to capture them in writing as soon as they come to you. And the physical writing process will actually help your brain to process the information and keep it fresh in your mind for longer!

3 Writing enables goal completion, affirmative action, accountability

If you’re anything like me you’ll understand the sense of satisfaction you get from writing a to-do list, and then crossing out completed tasks one at a time, until you’re back in full control of your work-load once again.

This point highlights that writing things down not only helps to remind you about your key tasks for the day / week ahead: it also helps to focus your mind when it comes to prioritising, scheduling, and delegating tasks to the appropriate members of your team.

So, just by writing down your ideas, tasks, objectives, and goals, you can ensure much greater accountability, better goal completion, and a much better customer service experience for your customers, across every department of your hotel.

4 Writing provides complete clarity for everyone

When it comes to issuing instructions, delegating tasks, sharing ideas, and ensuring that the various teams within your hotel are doing exactly what you need them to be doing, there are a number of reasons why putting things in writing is always the best option:

  • Writing out tasks ensures everyone knows exactly what is expected and demanded of them;
  • Using the written word means nothing gets lost in translation, and your instructions cannot be misinterpreted or ignored;
  • Written instruction can save time: whereas word of mouth instruction can require a lot of detailed explaining, written instructions are concise and to the point;
  • Tasks that are allocated in writing are fully accountable: if a manager allocates a task in writing, there is no way the task cannot be completed without very good reason.

5 Writing generates customer data – and data is like gold dust

On a broader and much more strategic level, the wide availability of data nowadays demonstrates the value and importance of information in the written form.

Internal data is that which can be extracted from guests during or after their stay: it could involve completion of a customer satisfaction form, prior to departure, or a survey conducted online by your guest, after their stay. In either case, the purpose is to enable you to gain as much information as possible from your guest, based on their own personal experience, to help you identify your strengths and weaknesses.

External data, on the other hand, is that which refers to information coming through any number of external sources including Twitter, Facebook, Youtube, Instagram, Snapchat, Tripadvisor, as well as OTAs, industry blogs, and travel / accommodation review sites.

Regardless of whether you are dealing with internal or external data, remember that all data is equally important when it comes to understanding your guests, the public perception of your business, what guests liked about their stay, and what they disliked.

6 Writing data in real time is the only way to stay ahead

Written data is all well and good but how do you gather it, how do you analyse it, and how do you even use it?

Unfortunately, these questions often prove quite problematic for many hotels. Why? Because in this data-driven world where the customer is more influential than ever before, not utilising the rich array of data that’s now freely available to hotel managers, is a missed opportunity.

Quite simply, customer data is gold-dust for you as a hotel manager: it is what lets you to see what your customers really think about your property, your staff, and your product. So, by not acting on the information they provide, you are essentially ignoring what they are telling you about your hotel, based on their own personal experience.

Analyse your data in real time, easily

One very simple tool you can use (try it for free to begin with), to help you gather and analyse your real-time data very simply, is Dmbook Pro. This handy, multi-functional cloud-based tool will allow all your staff to view, manage, create, and update tasks in real time.

But that’s not all. By using an integrated keywords function, you can even choose a particular keyword (food for example), and generate bespoke reports that will tell you exactly how this keyword is performing. The message is clear: data is everywhere and when gathered and analysed effectively, it can be an incredibly powerful tool that can benefit your business.

So now is the time to writing, get smarter, and get data-focused: because once you have the data to hand you will know exactly what your customer wants – and that is ultimately what makes any hotel a success.

Try Dmbook Pro FREE for one month at www.dmbook.pro and see for yourself how your hotel operations will be transformed!

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