Lip Service Versus Guest Service

By Roberta Nedry President and Founder, Hospitality Excellence, Inc. | October 28, 2008

Consider the following episode which took place at a "full -service" spa. On the agenda: a manicure and a pedicure. When I called to schedule this pampering experience, I was told to plan for two and a half hours. Perfect. I had a three hour window and my toes already were wiggling with excitement. I asked the receptionist to confirm that treatments for me and a companion would begin exactly at noon and be completed by 2:30 pm as we had another engagement. She reassured me they would.

We arrived at noon, our feet already undressed. The receptionist noted our excitement, remembered our time window and let us know our therapists would be with us shortly (always be wary when anyone uses this nebulous phrase!). At 12:25, our therapists came out to greet us. My anxiety was slight at this point. I selfishly wanted all two and a half hours to pamper my feet and hands and knew we had just lost 25 minutes.

Nonetheless, we were led to a private room, seated in comfy armchairs, received herbal tea and water-but then had to wait some more. Our therapists still had to assemble lotions and potions to get the job done and at 12:45, the real treatments began. With increasing anxiety, we began to resent paying full price for the 45 minutes that did not involve our feet or hands.

Although flustered, our therapists reassured us we would be out by 2:30. At 2:55, with tissue still between our toes and polish still wet, we had to leave. Although everyone involved knew of our time restraints, our bill was not ready and had to be redone twice before we could finally leave.

The next day, the spa called us to tell us we owed an additional amount due to a billing error. Amazed, I returned the call and spoke to the spa manager. I relayed how upsetting our experience had been, how the time commitment had been broken during each step, how the service was not even close to satisfactory much less the expectations we were given and how surprising it was to learn that we had to pay even more because of a billing error.

Aghast with my comments, she told me that, in 20 years, no one had ever complained about service at this spa. Although that may be true (though I doubt it), I was not looking for a history lesson and certainly was not feeling any better about my first (and final) experience at this spa.

Coming up in January 2018...

Mobile Technology: Relentless Innovation

Technology has become a crucial component in attracting and retaining hotel guests, and the need to enhance a guest’s technology experience is driving a relentless pace of innovation. To meet and exceed guest expectations, 54% of hotels will spend more on technology in 2018, and mobile solutions in particular will top the list of capital investments. Many hotels are integrating mobile booking, mobile keys, mobile payments and mobile check-in into their operations. Other hotels are emphasizing the in-room experience, boosting bandwidth and upgrading flat screen TVs to more easily interface with guest mobile devices. And though not yet mainstream, there are many exciting technology developments on the near horizon. The Internet of Things (loT) is taking form in some places, and can be found in guest room control systems, voice activation systems, and in wearable sensors that can be used for access and payment options. Virtual reality headsets are available at some hotels so guests can enjoy virtual trips to exotic locations or if off-property, preview conference facilities and guest rooms. How long will it be before a hotel employs a fleet of robots for room service, or utilizes a hologram as a concierge, or installs gesture-controlled walls that feature interactive digital displays? Some hotels are already using augmented reality for translation services, or interactive wall maps, or even virtual décor. This pace of innovation is challenging property owners and brands to stay on top of the latest technology trends while still addressing current projects. The January Hotel Business Review will explore what some hotels are doing to maximize their opportunities in the mobile technology space.