This CEO Knows the Secret Sauce to Selling Luxury Hotels

Laura VanTil doesn’t just work in the hotel industry – she grew up in it.

The daughter of the Days Inn founder followed her father’s footsteps by taking over a network of luxury hotels he developed.

With over a decade of experience as the organization’s president and COO, the recently appointed CEO knows how to keep customers satisfied and returning.

“You have to find the right [employees], VanTil said recently in a podcast interview. “When people ask me what I’m most concerned about in our entire company, I say, ‘It’s negativity, and having people that don’t get it, don’t feel it, don’t have the passion.'”

Here are the biggest takeaways VanTil suggests to thrive in the luxury hotel business…

1. Always add value

Go out of your way to consistently offer something new and different to make your hotel stand out for the price. Don’t settle for being like your competitors. Do something original to stand out from the rest.

2. Pay attention to your employees

VanTil says your employees can make or break your business. They have the most day-to-day interaction with guests. Ensuring you have the right folks in the right jobs matters.

Putting the focus on monitoring and evaluating your employees’ guest interaction can improve customer service.

3. Customer service is ongoing

VanTil says it’s important to constantly educate and inform your employees to pay attention to guests’ needs.

In this ever-changing environment, customer satisfaction is going to keep your luxury brand in it for the long haul. Employees who listen to guests and pay attention to what they want will keep them coming back.