1. Strategic Planning
Strategic planning means thinking about the hotel’s future and making good plans. It helps the hotel grow, get more guests, and earn more money. People who do strategic planning look at problems, choose the best solutions, and decide what to do next. They write simple steps for staff to follow and check if the plans work. A good hotel worker thinks ahead, watches trends, and prepares for busy or slow days. They also work with managers to improve services and rooms. Strategic planning helps the hotel reach long-term goals, stay successful, and make guests happy. It is very important for managers at all levels.
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Strategic planning – making a plan to reach important goals.
To earn money – to get money by working.
To choose a solution – to pick the best answer to a problem.
To decide – to make a choice.
To follow steps (at work) – to do things in the right order.
To check if a plan works – to see if a plan is good and successful.
To think ahead – to plan for the future.
To watch a trend – to see what is popular or changing.
To prepare for busy days – to get ready for days with a lot of work.
A slow day – a day with little work.
To improve services – to make work or help better for customers.
A long-term goal – a goal for the future, not today.
To stay successful – to continue to do well.
At all levels – in every part or group of a company or organization.
2. Financial Management
Financial management is about handling money in the hotel. This includes budgets, bills, salaries, and profits. People in this role check daily spending, save money, and plan for future costs. They also prepare reports for the General Manager or owners. Financial management needs careful attention and good math skills. It helps the hotel stay safe and stable. A person with this skill can also make decisions about prices, new investments, or renovations. Good financial management keeps the hotel running well, staff paid on time, and guests happy. It is important for managers, finance staff, and even department heads.
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To handle money – to use or manage money.
To include – to have something as part of a group or list.
A bill – a paper showing how much money you must pay.
A salary – money you get for working.
A profit – money you earn after paying costs.
Daily spending – money you spend every day.
To prepare a report – to make a paper or document with information.
Careful attention – looking at or thinking about something very carefully.
To stay stable – to stay safe, strong, or not change.
A decision – a choice you make.
A new investment – money used to start or buy something to make more money.
A renovation (hotel) – fixing or improving a hotel.
On time – not late.
Finance staff – people who work with money in a company.
A department head – the boss of a department.
3. Marketing & Sales Knowledge
Marketing and sales knowledge means knowing how to attract guests and keep the hotel popular. People with this skill plan advertisements, online campaigns, or special offers. They also know how to talk to travel agencies and companies. Marketing needs creativity, understanding guests, and checking the competition. Sales knowledge helps staff increase bookings, promote rooms, and improve income. This skill is important for the Sales and Marketing Director, managers, and even front desk staff. A hotel with good marketing and sales knowledge will have more guests, more profits, and better reviews. It helps the hotel grow and stay competitive.
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Sales knowledge – knowing how to sell things.
To attract guests – to get people to visit or stay.
To keep popular – to stay liked by many people.
An advertisement – a message to show or sell something.
An online campaign – a plan on the internet to sell or show something.
A special offer – a good price or deal for a short time.
Creativity – the ability to think of new ideas.
To check competition – to look at what other companies do.
To promote rooms – to show rooms to get people to book them.
To improve income – to make more money.
A review – what people say or write about a product or service.
To stay competitive – to stay as good as other companies.
4. Team Leadership & Motivation
Team leadership and motivation mean guiding staff and helping them work well together. A leader shows the right way to do tasks and solves problems. They encourage staff to do their best, be friendly, and stay positive. Motivation includes giving praise, teaching new skills, and listening to ideas. A good leader creates a happy workplace where everyone works together. Leadership and motivation are important for managers, supervisors, and department heads. With these skills, the team can give excellent service to guests, keep the hotel organized, and reach goals. A motivated team is strong and productive.
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Motivation – the feeling that makes you want to do something.
To guide staff – to help and show workers what to do.
To do a task – to finish a piece of work.
To encourage staff – to give workers support and confidence.
To stay positive – to think good thoughts and not be sad.
To give praise – to say something good about someone’s work.
To teach new skills – to show someone how to do something new.
To create a happy workplace – to make work a nice place for everyone.
To give excellent service – to help customers very well.
To keep organized – to keep things in order.
To reach a goal – to finish what you wanted to do.
A motivated team – a group of workers who want to do their best.
5. Customer Satisfaction Strategy
Customer satisfaction strategy is about making guests happy and solving their problems quickly. Staff with this skill know what guests need and want. They listen carefully, help politely, and respond fast. They also notice small details, like clean rooms or friendly service. A good strategy plans ways to improve guests’ experiences every day. It is important for managers, reception, concierge, and all staff. Happy guests leave good reviews, return again, and tell friends about the hotel. This skill helps the hotel grow, earn more money, and keep a strong reputation. Customer satisfaction is the heart of hospitality.
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Customer satisfaction – when customers are happy with a service or product.
To help politely – to help people in a nice and respectful way.
To respond fast – to answer quickly.
To notice small details – to see or pay attention to little things.
To improve guests‘ experiences – to make guests happier and enjoy more.
To leave a good review – to write something nice about a service or product.
To keep a strong reputation – to stay known as good and trustworthy.
The heart of hospitality – the most important part of helping guests and making them feel welcome.
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