How Room Prices and Sleep Quality Are Interrelated

By Bhanu Chopra CEO, RateGain | April 10, 2016

The scent of fresh sheets in a tidy hotel room can win any heart. Travelers unanimously agree that a 'hotel stay' should be nothing less than a rich and pampering experience; and they further justify the statement by saying that prices are paid immediately, as quoted online. In order to pay the guests due respect, hospitality chains claim that they change or improve their services as and when an insurgency crops up. So, the single biggest truth of the hotel industry is that 'sleep quality' drives this segment.

Believe it or not, this catch phrase has materialized into a key measure of health and productivity in the global public consciousness. Evidently, hoteliers are left with no other option, but to seriously address the buzz that is going around this phrase. When it comes to prices, new evolving trends play a crucial role.

On the spryer side, providing a 'good night sleep' is truly a science! Hotel owners, who are able to comprehend it, rule the roost in their pricing segment.

Sleep Quality: What Goes Behind the Scenes?

The science of sleep is called chronobiology. Researchers from this field, clinicians and patients have begun to use 'sleep quality' all over the place. The explanations by industry scholars outline that rich sleep quality equals positive outcomes in terms of better health, greater well-being and lesser sleepiness during the day. That is followed by good psychological functioning. On the other hand, poor sleep quality could lead to chronic insomnia.

"One in three of us suffers from poor sleep." – NHS UK

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Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.