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I began my hospitality career over 40 years ago working in operations at a hotel in downtown Vancouver, British Columbia. I’m the minibar waiter. The first thing I noticed about this industry is how friendly and approachable the people I work with and the guests I serve are. My boss has also been very supportive, making sure I have the right tools and training to feel comfortable and do my job effectively. Initially, my duties were analog, with no fancy computer systems. I took notes and wrote down almost everything, allowing others in the hotel to upload the minibar charge onto the guest’s bill.
A few years later, when I was working at another hotel in Toronto, I learned how computers were impacting our industry. I fell in love with the technical side of things and was amazed at how technology can optimize many aspects of service delivery and leave handwriting errors behind. Technology allows us to speed check-ins and check-outs and examine data that will forever change the way operations are managed.
As my love for technology continued to grow, I had the perfect opportunity to leave hotel operations and join an innovative point-of-sale and property management systems provider. I have gone from one extreme to the other and now work in sales and marketing at one of the best systems companies. This changed my life.
There’s one constant fact: The hospitality industry is all about relationships. Relationships between colleagues, guests, people in positions of authority and those who reinforce their status are the most important. Without the relationships that are the cornerstone of our industry, we would be nothing more than people working in a building where people sleep in rooms.
When promoting or selling hotel technology systems, relationship building is the cornerstone. Relationship selling is about cultivating long-term connections, emphasizing trust and personal service rather than pure transactions. This approach is beneficial and necessary in a field where personal service is the backbone of success.
Salesforce reports that a whopping 79% of enterprise buyers cite trust in salespeople as a key factor in their purchasing decisions. In the hospitality technology space, building trust is critical, and the field operates on the systems we sell. Sales professionals dedicated to understanding their customers’ unique needs can provide tailored solutions, increase satisfaction and foster loyalty.
Emotional intelligence plays a vital role in relationship selling. It’s about connecting on a personal level and understanding your customers’ emotional and business needs. This skill is especially important in the hospitality industry, where customer experience comes first. Salespeople who excel at emotional intelligence can guide customer interactions more effectively, laying the foundation for strong, lasting relationships.
Maintaining strong relationships in the rapidly evolving hospitality industry means staying ahead of the curve and anticipating your customers’ needs. These relationships, built on trust and mutual respect, can lead to referrals and referrals, becoming priceless assets in the sales world. This word-of-mouth recommendation carries an inherent trust that opens the door to new business opportunities.
Looking back on my journey from minibar waiter to technology enthusiast in the hotel industry, the thread that connects every step is the power of relationships. Whether it’s between colleagues, clients or industry partners, these connections are the foundation of my career. As we continue to advance technology in the hospitality industry, remember that the relationships we cherish and maintain are at the heart of every transaction, upgrade and innovation. After all, they are the true essence of hospitality.
One final point of discussion. In today’s digitally connected world, the importance of leveraging platforms like LinkedIn to build and cultivate professional relationships cannot be overstated. For individuals in the hospitality industry and beyond, LinkedIn is a powerful tool for increasing visibility and expanding influence. By actively engaging with content, sharing insights, and participating in industry-relevant conversations, professionals can establish themselves as thought leaders and trusted experts. This visibility not only opens the door to new opportunities but also helps build a network of relationships based on shared interests and professional respect.
About Puzzle Partners
Puzzle Partner is a marketing agency focused on complex B2B programs for hospitality and travel technology innovators. By combining industry expertise, strategic thinking and a passion for delivering superior results, the agency helps clients achieve their business goals and stay ahead in competitive markets. With a deep understanding of the hospitality and travel industry, Puzzle Partner has become a trusted advisor to leading global brands. The agency’s insights and holistic approach help clients navigate the changing marketing landscape, maximize brand exposure and drive revenue growth.
To learn more, visit puzzlepartner.co.
Alan Young
Jigsaw Partners Ltd.
705-718-5153
Jigsaw Partners Ltd.
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