Here are few pointers. The list is only examples of advice, procedures and problems and is not complete by any stretch of the imagination.
If your business is a new build avoid showing skips, bins and unfinished lawns. If the Hotel is partly completed or expanding; tell people. However you should also point out via recent TripAdvisor visitor comments etc that the building work wont affect their holiday. If building work of any kind IS impinging on visitor experience; offer a discount and a truthful explanation/description of the problem.
Do not leave OLD information on your website or imagery that can be dated by visitors and perceived as old. If the owners can be bothered about their website / brochure; they can’t be bothered about guests either.
Make sure all the rooms have all the described facilities and gadgets as described in your literature. Hair dryers,
Make sure the rooms and public areas are super clean. Toilets and showers are common areas for concern. Grout can be cleaned or bleached. Behind the toilet IS easy to see and good house staff should adhere to the cleaning lists without supervision. Cracked items in the toilet area harbour germs and are a complete “no-no”
Make sure the driveway and grounds are free of weeds and litter. Parking should be described and any costs outlined.
Lastly … if taking over an existing business :-
Make sure you tell people its under new management; especially if the pervious owners “had a bad reputation”
Make sure the stock you buy with the business is not past its sell by date
Make sure there is adequate bed linen, cutlery, staff etc.
Is licensing up to date for alcohol, music and TVs etc?
Is your guests’ broadband of good quality and working properly. Broadband. (also called ADSL or WiFi) is an essential facility. The lack of broadband can cause potential visitors NOT to book.
Hire all new staff. This can be the existing staff but on new contracts and a trial month. Good chefs/cooks however can be hard to come by.
Haggle with suppliers for best prices. They need your business.
Do you like the smell of vinegar on your laundry? Many people don’t and its common to find laundry companies that use it as part of their chemical cleaning mix.
If you get a complaint in the early days … its like a nugget of gold! Its fee advice and the complaint(s) should be used to identify areas of your business that need to be addressed. DO NOT MAKE EXCUSES TO YOURSELF about the complaint – fix it.
A good customer feedback mechanism is essential. A small form in the room is the norm. Make it simple. YES /NO tick boxes, a big box for the “comments” and privacy explained. Personally I prefer to use a form that doesn’t require the visitor’s name.
Make sure you get the visitor’s email address so you can build your email newsletter mailing list.
Terms and conditions must be published and checked regularly. A Cookie Policy must also be present on the website.
Lastly … all businesses CAN be a success. It “just” takes hard work and dedication.