|Home » Liza's Blog » Five Lessons We Can Learn from Steve Jobs
Five Lessons We Can Learn from Steve Jobs
The original article Five Lessons Hoteliers Can Learn from Steve Jobs by Coyle Hospitality Group appeared on Hotel Online. I have taken the liberty of editing it to slant toward vacation rentals. To Read the original article in its entirety go to http://hotel-online.com/News/PR2011_4th/Oct11_FiveLessons.html
1. Guest experience trumps everything else. At its core, Jobs was about improving the user experience.
That is why the guest experience should be the number one priority for any vacation rental property. When you decide to have a vacation rental you cross an invisible line called "pleasing the guest". That has to drive all decisions.
2. Emphasize the importance of teamwork. Jobs said that “great things in business are never done by one person—they're done by a team of people.”
Whether you company operates on a shoestring or with a large staff, it is absolutely essential that the entire team understands the mission. Providing great value, satisfying guests, and educating owners are critical elements for success. Everyone needs to understand the company’s mission, know something about the challenges that face each department, and find ways to work together in order to be successful.
3. Details make all the difference. Jobs explained that if he “had never dropped in on [a calligraphy] course in college, the Mac would have never had multiple typefaces or proportionally spaced fonts." He was the first person in the computer world to care about aesthetic details—small differences that actually matter to the user.
Details can make all the difference from how guests are greeted at check-in, the quality of the property they rent, providing great service for the entire length of stay, to how you communicate with your owners and how you keep them informed of the latest industry trends.
4. Train employees to produce excellent quality, and hold them accountable for it. Jobs advised: "Be a yardstick of quality. Some people aren't used to an environment where excellence is expected."
Set written standards as to the quality of the product you wish to provide. Develop your own personal style and brand and make it the company culture. Provide on-going training to your staff so that guests are experiencing the best possible service so that it will ultimately translate into the success of your staff and the profitability of the company.
5. Learn from your mistakes. Jobs admitted that “getting fired from Apple was the best thing that could have ever happened to [him]…It freed [him] to enter one of the most creative periods of [his] life.”
The vacation rental experience involves a number of players – website, reservations, housekeeping, maintenance, etc. There are bound to be times when things go wrong. See those moments as an exquisite opportunity to be a leader, empathize with the guest, and try to make things right.