Understanding The Five Love Languages Of The Hotel Industry

September 18, 2018 Lis Thomas

5 Love Languages Of The Hotel Industry

The concept of the five love languages has been most used in reference to romantic relationships. In fact, there’s a whole book written on the topic. Check out the book here.

In addition to understanding your ‘love language’ in a personal relationship, each of us also has a distinct professional style of communication that is affected by our industry, the demands of our job, our personality, our pain points, stresses, and interactions with our professional team.

 

The Point: Getting to know the ‘love language’ of your colleagues and professional counterparts in the hospitality industry will immensely help you build positive relationships, trust, and success in your job.

 

In this blog post, we’ll dig into the five hotelier love languages, what they mean, and why it matters to you!

 

The General Manager:

Both guest-facing and behind the scenes. General managers (GMs) are decision makers, problem solvers, and managers. If you’re a GM, likely you care about driving revenue, improving operations, capturing leads, budget management, rates, conversions, bookings, and ROI. But ultimately, the overall health, happiness, and guest experience--provided by your property and teams are what’s most important to you. If you’re not a hospitality GM and need to engage with a colleague who is, you can best gain their support by understanding their pain points. First, spare the details, and make it concise. A GM had a ton of stuff on their plate at all times. From department management to guest experience, a general manager needs their time to be maximized and never wasted. Focus on the big picture, problem-solving and kindly--get to the point. Remember, with all the things a GM has to think about on a daily basis, you’ll be in the winning circle if you find a way to empower them.

 

The Revenue Manager:

The role of a revenue manager varies greatly, but in short, if you’re a revenue manager you’re the one in charge of the numbers and ROI. But more importantly, revenue growth is your bread and butter. Making sure you’re contributing to and encouraging profits to increase is the name of the game for you. Additionally, decreasing dependency on OTAs, improving performance, measuring and analyzing the data provided by guests and your reservations team will help you do your job well and help you discover new ways to drive revenue. When communicating with or trying to gain support from your revenue manager, it’s best to understand what makes them tick. Show the methodology and numbers behind what you’re sharing or need their buy-off on. Remember, for a revenue manager, data speaks louder than words, and they tend to be skeptical about sloppy presentations or numbers that don’t add up. Revenue is the bottom line for this group--show them the data and you’ll be speaking their love language.

 

The Marketing Director:

In charge of all company marketing efforts, and often any technology that goes along with marketing and reservations services, the hospitality marketing director or manager is focused on the larger promotional vision and long-term growth of the business. If you’re a marketing director in hospitality, you likely care about data efficiencies and customization, integration of all internal systems--nothing is worse than siloed systems that don’t communicate, fostering tools that encourage direct bookings, and leveraging solutions across multiple platforms. Since marketing directors can be contributors to all departments, it’s important to stick with high-level tech details when communicating with this individual. Just stick with what is ‘need-to-know’. Flowery details won’t win here. Also, be sensitive to the fact that marketing directors often need to gain buy-off from multiple stakeholders. Consider their approval process before engaging with them for approvals or other needs. Efficiency is the main motivator of the marketing director for their departments and overall job performance.

 

Reservation Manager:

As a hospitality reservations manager, you know that your job is to oversee agent performance and guest management. While this may seem like a simple focus to the outside observer, you know there are many nuances that go into your job. Reservations is the opening touch point for your guests, and department performance depends on guest conversion rates, call data, agent performance, and most importantly, guest experience. Simple solutions to big needs make your life easier, as well as systems that focus on ease of use for your team. You are always looking to streamline and automate processes so that more can be done with less.

If you are trying to gain the support of a reservations manager, you need to understand their communication style and responsibilities. The reservations manager is risk averse and tends to be a fan of tools that will help their team be more effective, fulfilled, and efficient.  Finding ways to help to optimize their department is key. Real performance monitoring matters most.

Knowing how best to communicate with your team members, colleagues, and clients based on their love language—is not only persuasive, it builds your credibility. In this post, we focused on common roles in the hospitality industry, but professional love languages extend far beyond the communication styles we have discussed. If you are looking to better communicate with any professional, you must take the time to understand the motivators that drive them.

Below are a few considerations or questions you can use to help guide you to the professional love language of individuals in almost any industry--not just hospitality.

 

Considerations when approaching a professional:

  • What are their priority initiatives? Why is yours relevant?

  • Will your solution actually support their goals and success?

  • What are the possible barriers?

  • What’s their decision-making process?

  • What are their expectations?

For a more in-depth analysis of the five love languages of the hospitality industry, read our eBook. Here.

Tell us about your professional love language in the comments!

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