I think there is something about a hotel that’s different than any other business. You aren’t just eating a meal, or watching a film, or buying some socks and then going home. You are literally turning over your entire person to the hotel. You’re going to sleep there, so the experience has to be flawless if you are going to return. Trust must be established and first impressions are crucial because if a guest has a bad experience at check-in, it’s a bad hotel.
The world’s finest hotels have known about the importance of the arrival experience for decades, and they follow some common sense tips that every hotel owner and manager should insist on for their staff and their hotel environment.
Here are a few that I look for:
Staff:
The 10/4 Rule: Make eye contact and smile when 10 feet away from a guest. At four feet, verbally greet the guest.
Walk, Don’t Point: I asked directions from a front desk attendant once and the gentleman politely asked a coworker to cover his position for a moment. He then came out from behind the desk and walked me to a point where he could, with an open hand, gesture to the lounge I was looking for. This may not always be possible, but the courtesy and class of that act was not lost on me.
Never Stop Smiling: Customers must feel that they are treasured. Staff should always be smiling and courteous.
Environment:
Cleanliness: I remember checking in to a 5-star hotel in New York City last year and there was an overflowing trash receptacle right next to the front desk that was spilling out onto the marble floor. Unacceptable. The guests walk from the front door to the front desk to the room must be spotless at all times.
Related to this topic are luggage carts. Brass luggage carts collect fingerprints like white shirts collect coffee spills. They should be polished, shiny, and bright. People notice things like this.
Signage: A front desk attendant may not be available to walk you to your destination, and there should therefore be clear, strategically placed signage pointing the way. It should be easy to maneuver around the hotel and find what you’re looking for without confusion.
These are a few criteria I look for when checking, and every guest will have their own pet peeves. So think of them all, and then think some more. And speaking of pets, if your hotel accepts pets, your staff should love pets or at least act like they do. I heard a front desk tell a guest with a dog that she hates dogs. She might as well have said she hates guests. Pet owners think of their little bundles of fur as their children. Smile and say “nice doggie!”
