The ABCs of running a hotel : what makes the difference

The ABCs of running a hotel : what makes the difference

12 March 2025

A hotel is much more than just a place to pass through: it's a world where every detail counts to offer guests a memorable experience. But behind this magic is a team whose work is essential to the smooth running of the establishment. From the first smile at the reception desk to room maintenance, catering and administrative management, here are the essential profiles that guarantee the success of a hotel.

Reception : first impressions count

The role of the receptionist and concierge is vital. They set the tone for the stay by offering a warm welcome, facilitating arrivals and responding to guests' requests. A good welcome can turn a simple overnight stay into an unforgettable experience. An efficient receptionist also has to deal with the unexpected, advise guests on local activities and make sure that every visitor feels welcome from the moment they arrive.

Room service and maintenance : cleanliness first and foremost

An impeccable bed, an immaculate bathroom and thoughtful attention to detail: this is what guarantees guest comfort. The housekeepers and housekeeping teams play an essential role, often behind the scenes, but their work is the foundation of a successful stay. Their speed and attention to detail ensure that each room is ready to welcome a new guest in optimum conditions. A well-trained and motivated housekeeping team contributes not only to guest satisfaction, but also to the hotel's overall image.

Catering : eating well is a key criterion

Whether it's breakfast, room service or a gourmet restaurant, a hotel's culinary offer is crucial. Cooks, waiters, head waiters: a well-trained team ensures a smooth, high-quality experience. Good food is not just about tasty dishes; it must also be accompanied by impeccable service. Managing allergies and special diets is also becoming a key challenge in ensuring the satisfaction of all our customers.

Management and administration: behind-the-scenes strategists

Hotels don't run themselves. Hotel directors, revenue managers, HR and financial managers: they ensure the profitability, team management and good organisation of the establishment. These professionals work behind the scenes to guarantee a smooth service, manage unforeseen events and optimise room occupancy. Effective management helps to anticipate off-peak periods, improve performance and ensure a consistent customer experience.

Technical professions and innovation : guaranteeing a smooth service

Maintenance, sécurité, nouvelles technologies… Ces métiers assurent le bon fonctionnement des infrastructures. Une climatisation qui marche, un système de réservation fluide ou encore une bonne connexion Wi-Fi sont des détails qui impactent directement la satisfaction client. Aujourd’hui, les hôtels investissent de plus en plus dans la domotique et les innovations technologiques pour améliorer l’expérience client : check-in digitalisé, applications mobiles, intelligence artificielle pour anticiper les besoins des clients… Ces avancées facilitent le travail des équipes et garantissent un séjour sans accroc.

Animation and customer experience : going beyond simple accommodation

Increasingly, hotels are looking to offer their guests a unique experience. Whether it's a concierge specialising in local activities, dedicated wellness and spa staff or family entertainers, these additional services make all the difference. A guest who has a memorable experience in a hotel will be more likely to return and recommend the establishment.

While each hotel has its own particularities, they all have one thing in common: a skilled and committed team. By recruiting the right people and nurturing their talents, you can guarantee a great customer experience !