Santa Fe Hospitality Blog - Amenities, Great Service, Water and More...
Over the past few months we've been conducting very informal but very user-specific research within the hospitality business.
Several things resonate loud and clear - whether we're scoping out five and four star properties or friendly, well-maintained two and three star locations - or properties that eschew any stars, diamonds or Michelin tires at all... but that are media savvy, get great press despite the lack of stellar stardom and know how to take good care of their clients.
As we believe - and that belief seems more validated now than ever - the properties that are enjoying the return of loyal customers - despite downturns in the economy, loss of jobs, increasing (again) cost of gas, slightly lower prices elsewhere, etc... are those places that proclaim "Thank you, thank you, thank you... what else can we do to make your time with us as enjoyable as possible?..."
User-friendly places employ folks who greet everyone who enters the doors with a smile and a cheerful hello. Employees and hospitality venues are clean, neat, and odorless. Staff is informed and informative without being patronizing - not one iota of condescention. If there is ambient sound it is low, melodic and/or recognizable and unobtrusive (unless, of course, a signature of the trendy locale is a loud, in-your-face atmospheric environment). No need to shout to be heard... And, unlike several regional hospitality venues visited recently - staff should never ever feel the need to apologise to clients for being forbidden to provide service... staff should be enabled to provide reasonable service as needed by guests. And, while not all places can afford to train staff to call guests by name whenever possible - it sure is nice when that happens...User-friendly places anticipate guest's needs. No need to ask where things are located - or the opening and closing times of in-house and or local venues. No need to ask how to access the fitness room, swimming pool or where parking costs less than $56 a day/night. It's addressed online, when making a reservation with a human being or at check-in... and if a road weary traveler has to call the desk to ask the same questions again - responses are given with a smile in the voice. In-room directories can refresh memories in the morning.
User-friendly places provide bottled drinking water for free. Sure, times are tough. But you can buy bottled water at Costco or Sams for less than 15 cents a bottle. Increase your rates (or reduce them less) by $1.00 to cover amenities - but please, please, please... don't try to charge $8-10 for bottled water. No matter what the brand is...we've all read enough in the WSJ, hospitality trade pubs or other consumer/business publications to know that premium bottled water is not always what it's hyped up to be... (Anyone see Slumdog Millionaire and watch the boys refilling and resealing the water bottles - not that any primo hospitality venues would do such a thing... but still...)
Remember the old bottle openers attached to bathroom walls? Some historic old places retain them - and keep them polished - or paint over them - as reminders of yesteryear. When we all started to carry Swiss Army knives that worked just fine w/corkscrews and bottle openers - the bottle openers seemed to disappear from hotel rooms - although four and five star places always seem to have corkscrews handy. Many of those Swiss Army knoves - than became a part of out purse or satched traveling gear - have been confiscated by TSA agents ar airports. I wonder how many SAK are languishing amongst forbidden carry-on items. Probably a good inventory of hair products, too. Digression...
It's clear, clear, clear that informative, helpful and cheerful guest services - from initial contact - to front desk - to in-room amenities - and throughout the day and stay and all follow-up communication - separates the greats from the less greats. Smile and have fun. It's contagious.
