Monthly Archives

March 2014

The Hotelier’s Guide to Guest Satisfaction

March 25, 2014

The Hotelier’s Guide to Guest Satisfaction

Guest satisfaction. As a hotelier or hospitality professional, you know that this is the pillar of a successful business. Every hotel strives to meet guest demands and desires, but it’s not always easy to decipher what they’re asking for. This quick guide helps explain some of the biggest must-haves (and must-not’s) for happy guests in 2014.

Yes, Please Do.

Wi-Fi – It’s a digital world. Therefore, Wi-Fi remains the number one guest request. According to recent polls, 89% of hotel guests expect free Wi-Fi, with only 11% reporting that paid access to the Internet is an acceptable cost.

Free Stuff – Ok, we know this is a little vague, but that’s on purpose. Think about it, breakfast is good, but free breakfast is just so much tastier, isn’t it? The same goes for parking, personal care items, and a bottle or two of complimentary water in-room. Basically, hotel guests want as many freebies as possible – but they don’t necessarily care what those freebies are.

A High-End Coffee Maker – In order to get down to the lobby for that free breakfast, you have to have something to get you out of bed. Cue the coffee maker! You don’t need to put out $10 for an ounce beans, but guests expect a decent cup of coffee, and they don’t want to have to buy it at your hotel restaurant.

Seasonal Activities & Experiences – The experiences a hotel can offer are the difference between a pleasant stay, and a memorable vacation. You want to aim for the latter of the two. That doesn’t mean you have to prepare elaborate vacation packages, but with summer right around the bend, it shouldn’t be too difficult to add some outdoor activities and adventures. Venues with plentiful outdoor space could add outdoor fire pits or grills, outdoor yoga, or a free-view movie on the lawn.

No, Thank You.

Over Sharing – Loudly announcing your guests’ room numbers and billing can make guests feel vulnerable and uncomfortable. They do not want the entire lobby knowing what room they’re staying in. The same goes for check out. Use discretion when reviewing bill details and amounts. Your guests will appreciate the privacy.

Dim Lighting – Don’t try to play it off as ‘mood lighting’. Guests want to be able to read easily, navigate their messy room littered with luggage and, you know, see their face in the mirror. Besides, dull light bulbs make rooms look dingy, and your guests may wonder if the darkness is hiding dusty furniture.

Tip Envelopes – Your staff works hard and they deserve to be compensated. However, the tip envelope is a slippery slope. To some, asking for a tip looks tacky. Guests that have already spent a small fortune on vacation may feel guilty if they can’t afford a few extra bucks, which can leave a bad taste in their mouth come checkout time.

We hope these tips help you increase your guests’ delight. What else would you add to this list? Use the comment box below to share your thoughts.

Create the perfect sleep environment

March 13, 2014

Create the perfect sleep environment

Give your guests a good night’s sleep. Whether traveling or on an extended stay, everyone wants to sleep well. Here are some smart tips to help you create a great sleep environment.

  1. Quality vs. Quantity
    It’s a widely held misconception that, when it comes to sheets, thread count matters most. In some cases, a 600-thread count set of sheets may not be as good as 400 thread count sheets. What really matters is fabric. High quality Egyptian cotton with a lower thread count may be just as good, if not better, than high thread count in a lower-quality fabric. The fabrics to look for are Egyptian cotton or pima cotton – also referred to as Supima.
  2. Shut the Light Out
    It can be tough to promise a soundless sleep in a hotel given the nature of the business. People are up and down halls all the time, elevators are moving, ice machines churning out cubes. But, you can encourage sleep by outfitting your rooms with “black-out” curtains. The heavy material shuts out light, creating a dark, snuggly sleep den with a simple pull of the drapes.
  3. Consider Scent
    If you really want to go the extra mile to ensure your guests are getting sound restful sleep, invest in some sleepy scents. Lavender is often associated with relaxation and sleep, but best of all is jasmine. A study revealed that a whiff of the fragrant flower reduces anxiety and has a calming effect. If the thought of placing living flowers in each room regularly makes your wallet shudder with fear, try a jasmine scented air freshener or linen spray.
  4. Drown Out Sounds
    As we mentioned, it can be tough to guarantee a noise free stay, even if you place sleep troubled guests in optimal rooms. The simplest answer is a white noise machine. The devices can help drown outside noise and create a more soothing sleep environment for your guests. They come at a relatively inexpensive price. But, if you’re not up for equipping all rooms with one, try adding them as a service available upon request.

Well-rested guests are sure to be happier guests. Now that we’ve given you the tools to better sleep, it’s just a matter of which ones you’ll implement at your venue, and perhaps even in your own home. As mentioned, everybody wants to catch some quality Zs, not just travelers. Help them rest up and you will make a lasting impression.

Spa Bathrooms: Not Just for Luxury Hotels

March 4, 2014

Spa Bathrooms: Not Just for Luxury Hotels

The bathroom is an often overlooked space of the hospitality industry. It’s equipped with necessities, stocked with supplies and given mild attention in terms of décor. Unless you were visiting a luxury hotel – one of the ritzy high-end venues that people dream of being married in – this bathroom setup was the staple. Jacuzzi tubs and luxe products were reserved for the posh venues. In recent years, that’s all begun to change. Luxurious, spa-like bathrooms are becoming the new normal for mid-level to luxury-level hotels.

It’s not surprising that this fad is catching on. It’s a great alternative for hotels that don’t have an in-house spa. All that’s required is a few product upgrades, and wham, just like that you’ve elevated your guest experience toward the realm of luxury. Just think about how many guests will appreciate spa-like features right in their room. After a long day of travel, when the body is achy and you’re far from home, all you want is a bit of relaxation. A spa bathroom is just what the doctor ordered.

Here are a few tips to help make your bathrooms more luxurious.

  1. Start with a Good Tub
    If you’re currently working with a shower tub combo but have the space to do separates, it is worth considering. A bathtub is the prominent feature in a bathroom and a nice one whispers “luxury.” It doesn’t have to be a high-tech, top of the line Jacuzzi tub, even just one that is a bit oversized with a sloping back will do the trick. If you can’t make the tub happen, then upgrade your shower head. A waterfall shower or massage feature will put a smile on guests’ faces.
  2. Swaddle Your Guests in Plush Fabrics
    After enjoying all of the lovely amenities of their personal spa bathroom, guests want to wrap themselves in something soft and snuggly. Plush towels and bathrobes are like the cherry on top.
  3. Pleasing Products
    Guests staying in your hotel are often far from home, and all of the comforts that go along with it. Make them feel like they’re not settling for second best while on the road by stocking products that feel luxurious.
  4. Keep it Organized
    Far too often, bath amenities are cluttering the counters, or lined up on the edge of the tub, waiting to be tripped over. A simple caddy fixes that problem, and looks nice.

If you’re unsure about the scale of your upgrades, start slow. Revamp the bathrooms in suites, if nothing else. A fair cross-section of guests will likely be willing to spend a bit more to receive a luxurious personal spa. You can rest easy knowing that they’ll check out feeling rejuvenated and happy. After all, a happy guest is a repeat guest.