Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
It’s the simple things in life – and in hotels – that bring a smile to guests’ faces.
Complimentary mini bars, fancy workout gear and on-demand shoeshines all sound nice, but sometimes what guests really need is a perk that’s so useful it becomes a necessity. Providing carefully selected amenities not only make guests happier, they also save time and resources by heading off problems before they can happen.
All it takes to provide an easy breezy experience is applying common sense to the typical perks package.
By addressing practical needs rather than searching for ways to up the luxury factor, hotels can create the same sense of satisfaction. In some cases, guests will appreciate freebies more when they come in handy during crucial moments, like staying dry in inclement weather and getting some much-needed sleep after a long flight.
Cost-effective additions are easy to implement, especially when they will likely cut operation costs in the long run.
In some cases, practical perks also boost the bottom line. Certain items lower electric bills, prevent accidents, and empower independence in guests. The right gear and services leave an imprint on guests minds, and they will certainly return to the place that provides comfort and convenience.
These top six “extras” may seem basic, but they’re not as available as one might think – and they should absolutely come standard with any hotel stay.
Although they are not a very glamorous freebie, the “take an umbrella, leave an umbrella” system comes in handy when guests head out for a night on the town. Umbrellas rarely make the packing list, so having ones available for use makes a huge difference for guests. Heavy rain no longer has to result in ruined hair, makeup, or outfits.
Company umbrellas are also a great opportunity for logo placement and showcasing company style. Even if some don’t get returned, the investment is well worth the appreciative guests and brand visibility.
Using white noise and other calming sounds as a sleep aid has become extremely common practice for Americans. So why not cater to the majority of the population in hotel rooms?
A study published by the National Library of Medicine states that white noise “contains all frequencies with equal intensity,” which makes it great for masking disruptive noises. Educational sleep resource organization Sleep Foundation reports that calming and consistent background sound helps people fall asleep 38% faster. Placing sleep machines in every room helps guests get a better night sleep and may even curb potential noise complaints due to thin walls and loud neighbors.
The ability for guests to dim lights is a minimal feature that feels like a big win. At their whim, guests can create any mood they want, which goes a long way when it comes to getting ready for the day or relaxing before bedtime. Eliminate the traditional lighting dance of searching for lamp knobs while strategically turning certain ones on and certain ones off to create the right ambience.
Dimmers also save money by “reducing the flow of electricity to the bulb” so lights operate with “lower power outputs,” says SaveOnEnergy.com, a company connecting consumers with the best energy saving plans. Arrow Electrical, an established lighting company in the United Kingdom, reports that dimmers can save up to 20% on energy bills. Give guests the power to control their own lighting and lower electricity costs all at the same time.
Who hasn’t gone on vacation, checked into their hotel, and wished they had an air freshener or deodorizer spray handy? These are rare to find in resort rooms and other personal accommodations, but if properly handled, they would surely be put to good use.
Selection and placement of these products need to be carefully thought out, as they can become a hazard for small children and pets. It’s also important to avoid too strong a scent, no matter how nice it might be. But when odor-eliminating products are safely within reach of adults, especially those on romantic trips, this little touch will come in clutch for those naturally human moments (and smells).
Posting emergency numbers in a list along with the nearest pizza delivery chain is no longer enough. Hotels should go a step beyond when providing contact and location information for local resources. Nearby pharmacies, urgent cares, animal hospitals, and 24-hour convenience stores are all useful spots to know, as well as the top local coffee shops, restaurants and cafés.
Creating a list of essential contacts saves guests the hassle of calling the hotel operator or searching for the information on their phones – especially if there happens to be a lag in the Wi-Fi signal.
It’s common to see wooden stands filled to the brim with pamphlets for guest attractions. A concierge can also pull up the go-to directory of eateries and activities. But bored guests are more likely to find flaws, so special attention should be paid to keeping them entertained in a meaningful way.
Hotels should consider dedicating a member of staff to the role of personal tour guide. This doesn’t have to mean that this employee follows guests around all day showing them the town, but it can be realized as an enthusiastic concierge that gets to know guests, their likes and dislikes, and suggests an itinerary built around them – all free of charge.
A 20-minute personalized planning session may result in a day guests will never forget, and it will probably create a lasting relationship that keeps guests coming back to experience it all again.
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