Think back to your last hotel stay. Was it a memorable experience or was it one that you’d like to soon forget? The truth is a lot of thought and theory goes into hospitality management, from the cleanliness of the room to the tiny bottles of mouthwash and shampoo, to the fresh-out-of-the-dryer bath towels to the nightly turn-down service. There is a science to quality guest service. It’s more than just providing guests with a soft place to land while they are away from home; it’s about making customers stay at the hotel memorable so they return.
The Difference is in the Details
Have you ever noticed that some of your best hotel stays were those that managed to wow you with the littlest details? That’s because quality hotel management teams know that the difference between an ordinary hotel stay and an extraordinary one is in the details. It’s the hotel that goes as far as to fold the end-corners of the toilet-paper, offer a big plate of fresh-out-of-the-oven chocolate chip cookies at the check-in counter along with a fresh pot of hot coffee. The difference is in the the tiny bottles of name-brand shampoos, mouthwashes and soaps, extra pillows in the closet, as well as extra bath towels that are folded in the shapes of animals. It's in the wireless Internet service, the hair dryer, mini-bar, bathrobes and the complimentary newspaper delivered to your door first thing in the morning.
Visible Hotel Management
Notice how a good hotel manager is always on the move and is always visible to hotel guests. It is his job to ensure that the hotel is running smoothly, ensuring that each guest is satisfied with their stay and that each employee is both happy and helpful as they assist guests during the course of their stay. Hospitality management, a career involving both leadership and relationship skills, is a business of constant motion. Many universities throughout the country offer degree programs in hospitality management; that is how important it is to the success of a hotel.
Look for the chocolate on the pillow. Exceptional guest service is something that many hotels don’t take lightly. TTurn-down service is just one way a hotel brand goes above and beyond for its guests. It is a simple, yet powerful message to hotel guests that their stay is important to them. When was the last time you experienced turn-down service? How did it make you feel about the hotel’s service? The hospitality industry has become a culture of these extra-mile moments, and they can make a big impact.
When you walk into a hotel room for the first time, you want to feel as though you are home. The last thing you want to find is a room that is shabbily put together with remnants from the previous guests still lingering around. Good housekeeping is as important to the hospitality industry as is good management. It is a part of the hotel’s promise to its customer. Think what it would mean for you to you to take a drink from what you thought was a clean water glass, only to find an old lipstick stain stuck to the rim. Something as simple as an unclean water glass can negatively affect the experience of a hotel guest. And depending on how the hotel and its housekeeping department respond, it could make the difference between a disappointing stay and an exceptional one.