Are Your Employees Memorable for the Right Reasons?

By Roberta Chinsky Matuson President, Matuson Consulting | June 02, 2013

I recently stayed at a hotel where my room happened to be right next to the ice machine. I imagine there were lots of other rooms available upon my check-in since I was staying in a downtown location on a weekend. Yet the front desk person chose that particular room for me. Here's what I remember about this hotel. I remember people speaking loudly outside my room as they walked to and from the ice machine. I remember the sounds of the ice hitting the bucket as I tossed and turned. I remember thinking I will never stay here again. I also remember that no one bothered to ask me how my stay was upon my checkout. Perhaps they knew the answer, and didn't really want to hear it from me.

All you are to a departing guest is a memory. What type of memories are your staff creating for your guests?

First impressions count

I recently called the toll-free reservation line for a major hotel chain in order to make a reservation. At the end of our conversation, the customer service representative asked for my e-mail address so she could send the confirmation to me. I'm used to being asked how to spell my last name, as it's a difficult name to pronounce, never mind an easy one to spell. However, you can imagine my surprise when the receptionist said, "Can you please spell consulting? I'm not really good at spelling."

"Seriously?" I thought as I rolled my eyeballs. Had my client not asked me to stay at this hotel, I would have hung up and dialed the hotel next door. Surely there are other ways for your staff to ensure that they have the correct spelling of someone's e-mail address that doesn't involve admitting they lack basic skills. What does this say about the rest of the people who work for your organization? Do they lack the skills required to do their jobs as well?

How your front line impacts your bottom line

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Coming up in November 2018...

Architecture & Design: Expecting the Unexpected

There are more than 700,000 hotels and resorts worldwide and the hotel industry is continually looking for new ways to differentiate its properties. In some cases, hotels themselves have become travel destinations and guests have come to expect the unexpected - to experience the touches that make the property unlike any other place in the world. To achieve this, architects and designers are adopting a variety of strategies to meet the needs of every type of guest and to provide incomparable customer experiences. One such strategy is site-integration - the effort to skillfully marry a hotel to its immediate surroundings. The goal is to honor the cultural location of the property, and to integrate that into the hotel's design - both inside and out. Constructing low-impact structures that blend in with the environment and incorporating local natural elements into the design are essential to this endeavor. Similarly, there is an ongoing effort to blur the lines between interior and exterior spaces - to pull the outside in - to enable guests to connect with nature and enjoy beautiful, harmonious surroundings at all times. Another design trend is personalization - taking the opportunity to make every space within the hotel original and unique. The days of matching decor and furniture in every room are gone; instead, designers are utilizing unexpected textures, mix-and-match furniture, diverse wall treatments and tiles - all to create a more personalized and fresh experience for the guest. Finally, lobbies are continuing to evolve. They are being transformed from cold, impersonal, business-like spaces into warm, inviting, living room-like spaces, meant to provide comfort and to encourage social interaction. These are a few of the current trends in the fields of hotel architecture and design that will be examined in the November issue of the Hotel Business Review.