Mr. Benton

Guest Service / Customer Experience Mgmt

Keeping Up with the Joneses

By David Benton, Vice President and General Manager, The Rittenhouse Hotel

"Amenity Creep" is certainly a paradox in today's conservation environment. While management in one hotel is offering guests the option of not laundering their sheets and towels, to conserve water and electricity, the competitor on the other side of the street, has just enhanced the weight and number of towels placed in the bathroom adding significant usage of water end electricity in their laundry operation. Which hotelier made the right decision? The guest will ultimately be judge and jury, and like most things in life, some guests will prefer conservation, while others holler, "I want more!"

There is no question that the overall demand by travelers for the "extra" touches and the impact it makes on repeat business is driving hoteliers to outdo their competitors. Who doesn't marvel at the oversized flat-screen TV's in both the bedroom and bathroom and the incredible picture quality at the Mandarin Hotel in New York City, or enjoy the Presidential Suite at the Hotel Principe di Savoia in Milan with its own opulent swimming pool.

Are hotels with the latest and greatest attracting more guests? Absolutely. The Esperanza in Cabo San Lucas is planning a $10 million dollar investment in new suites and the spa. Certainly their expectations are high that these improvements will create a handsome return on investment. Try making a reservation at a luxury resort charging $750-$2,500 per night during high season, with a 5 and in some cases 7 day-minimum. Better call early, rooms, suites and casitas are going fast! And yes, these resorts and city hotels have the latest technology, the finest amenities, the most exquisite spas and extra-extra special services to pamper their guests.

Join the bandwagon or be left behind. No city can boast being bigger and better than Las Vegas, now developing multi-billion dollar projects, having ultra-luxury hotels embedded in the 'mother' hotel, and every imaginable service and amenity available for guests at a moment's notice. The soon-to-be, 150,000 room city just keeps growing and growing, each property finding more innovative and awesome amenities to add to their impressive menu of services.

Where did it start? Statler Hotels of old, were quite innovative in their day... they cut under the guest room entry doors, so that the morning newspaper could be pushed under the door, while the Brits walked right into your room at 7.00 a.m with a nice cup of tea and morning biscuits and a cheery, "Hello dearie, I have a nice cuppa for you!" Things have changed over the years.

Let's take a glance at some of the offerings from yesteryear and today.

It was reported that the Beemer Hotel and Conference Center in Knoxville had recently hired a staff of top business graduates, designated Meeting Butlers conversant in technology, science, marketing and communications that could be hired by delegates to sit in for them at their meetings and take notes, allowing delegates to play the local championship golf course.

CMM reported that the Hotel Luxe in Beverly Hills has hired a Toothbrush Butler who will not only clean guest's teeth, but offers complimentary overnight service for dentures, simply by placing the dentures in a bag on the doorknob before 2.30 a.m.

BBC television is reporting that a spa in Hertfordshire has installed laptop computers on all treadmills and elliptical machines so that users can continue working on business matters while working-out. Telephones were installed on those same machines one year ago and proved so successful that spa management by popular demand has taken this next step.

Members of a French gym in Marseilles, can now utilize the services of a Gym Butler, who will join the member on either the innovative tandem stationary bike or the tandem elliptical machine, allowing the member to enjoy a more 'relaxing' work-out

Guests at the Kenyan Oombala Lodge can sit sipping their favorite beverages while relaxing outside of their casitas, and simply e-mail the rangers the wild animals they want to view. Within 20 minutes game wardens parade the elephants, lions and wildebeests in front of the guests, while digital cameras record the parade with background African music for guests to take home as souvenirs.

In St. Moritz, the 5-star Le Chamonix Hotel has motorized skis for their cross-country skiers, that travel at 15 miles per hour, powered by solar cells placed on the back of the skier. The Hot Chocolate Butler meets the skiers every half hour dispensing orange, peppermint-flavored or extra dark hot chocolate, with freshly whipped cream. Marshmallows extra!

GOODNIGHT!

David G. Benton, serves as the vice president and general manager of The Rittenhouse Hotel and Condominium Residences. He also serves as a board member of many organizations including the Philadelphia Convention & Visitors Bureau, the Greater Philadelphia Hotel Association, The Restaurant School, the Boy Scouts Cradle of Liberty Council and the Hero Scholarship Fund. He is presently vice president of the Philadelphia Art Alliance; and in the past has served on the International Visitors Council and the Arts & Business Council. Mr. Benton can be contacted at 215-790-2527 or dbenton@rittenhousehotel.com Extended Bio...

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