Nurture fragile new growth

Ahead of the Master Innholder's conference, Exclusive Hotels managing director Danny Pecorelli says growth has to be the objective for 2014.

At a time when the fragile green shoots of recovery appear to be establishing much stronger roots, this is the moment to be bold and decisive in creating the conditions for that growth to be nurtured and sustained. While the challenges which continue to face the economy cannot be ignored, there is much that businesses can do to protect and enhance the investments they are already making.

Although regional imbalances might remain, there is nevertheless a discernible pattern of improvement throughout the sector. Yet, at the same time, our customers are looking for ever more value in the propositions we offer, and there is no doubt that every hotel is searching for that competitive edge. This requires us to be far quicker in our responses, more alert to developing trends, and, above all, to be far more innovative than ever before.

While our ability to leverage the various media to communicate, promote and engage with our customers remains a key strategic issue, we also must match, if not exceed, the expectations we create.

In an industry which is so people-centric, hoteliers must inspire our teams to deliver exceptional customer experiences. Successful hoteliers have always recognised how critical service delivery is to sustainable growth. When our people are engaged and understand how they contribute to the hotel's success, not only does this create the perfect conditions for increased guest satisfaction, it is also an essential ingredient for future growth.

With its ethos of promoting professional excellence, the Master Innholders has always aimed to provide managers with opportunities for personal development. This is the great value of the annual General Managers' Conference, which has provided delegates with tools and advice which can contribute to their personal development, as well as to the improved performance of their teams.

It is only when these conditions are fulfilled that real growth can occur, and this is why the conference has become a ‘must attend' event in the industry's calendar, attracting leading hoteliers and people close to the sector from across the UK, and beyond.

• The 2014 Master Innholders' General Managers' Conference takes place on 20-21 January at the Park Plaza Westminster Bridge