Hospitality to the Rescue
By Judith Jackson Founder, Judith Jackson, Inc. | October 23, 2016
After the first stay, does your guest remember your property as "The Hotel Rescue"? Is your guest more refreshed when leaving than upon arrival? When you planned your guest facilities and services, were they designed to be genuinely unisex? Does everything in the room work – like thermostat, wall plugs and light bulbs? Is the clock set to the correct time? Is the television remote easily located? If the answer is yes, have you checked all of them lately?
Be sure you and your management team are building your brand, occupancy and enthusing your staff by a hands-on approach to rescuing your guest from hospitality neglect and the aches, pains and fatigue they may bring with them.
When I decided to create my own spas on land and sea, I had a definite plan for providing my clients with and ESCAPE from stress and every day challenges to wellbeing. From the moment the door was opened they inhaled a calming fragrance, saw relaxing pastel shades of blue, green and coral spiked by the shimmer of silver, and heard nothing but low, soothing music.
Transporting guests to a "Zen" state of mind
At the desk the client was greeted by warm and efficient check-in. In my land spa – in Westport, Connecticut -- as the guest sat down on the aqua velvet covered sofa, the view through floor-to-ceiling glass windows overlooked the Saugatuck River. A pitcher of cool, lemon/lime water and the latest women's interest magazines were on the large, round glass-topped coffee table. The only problem was that clients so cherished this experience that they would come to their appointments half an hour early just to relax in our reception area. That was a good problem to have when they browsed and bought from our retail display.
The point is, give your guest a break from a world that too often makes one feel nobody cares. My message to you, Dear Reader, is CARE! Let's face it, we all want to be loved. This approach to hospitality takes more thought and effort, but there are practical as well as emotional rewards for you and your staff – not to mention your guest.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.