Speaking from experience as a seasoned road warrior, one who always talks to other travelers everywhere I go, here are a few simple ideas for fulfilling some important and fundamental human needs of the travelers we call guests.
Make Available Universal Chargers for Phones, Laptops and Tablets. I cannot recall how many times I have managed to leave home without a charger. Some hotels are kind enough to let me borrow one from lost and found, but there are often none that fit. I have even had front desk associates offer to charge my phone for me on their charger. But most of the time I end up running to the local office supply store to buy a universal charger. Why not have one available to loan to guests in need? The costs are minimal these days and it would definitely be something to talk about on TripAdvisor and Facebook.
Don’t Freeze-Out Meeting Attendees. Despite the skyrocketing costs of energy, why is it that about everyone always complains how cold meeting rooms are? Except in the winter, when they complain it is too hot. Train banquet and event staff to monitor actual room temperature by using a portable thermometer.
Close That Crack In The Drapes. With all the money being spent on upgraded linens pillows, and bedding, why is it that I still have to travel with a “chip clip” to close the seam where the black-out drapes meet?
Provide Distilled Water. Increasingly I see guests traveling with CPAP machines in their carry-on luggage. As I understand these require distilled water for optimal performance; not exactly something one can bring through airport security. Make sure it is available in your sundries shop or on your list of “amenities by request.”
Provide Ear Plugs. This one is for the wives of the husbands who need but do not have a CPAP machine. This is also good for anyone working odd hours to block-out noise in the corridors. Maybe a “sleep kit” could also be on your list of available “amenities by request?
Make-Up Remover. Here is another one for your “amenities by request” list, especially for the ladies whose luggage is delayed or lost.
Fix The Stopper In The Sink. By my personal estimates, at least 1/3 of the sink drain stoppers in my room don’t seal properly when I try to fill-up the basin for a shave, regardless of the number of diamonds or stars behind the front desk. Not only will this help guests conserve water while shaving, but it will also be very convenient if they need to wash a personal item.
Pre-Printed Directions. Too many front desk associates cannot tell me how to get to their airport, shopping mall, office park, or area attractions. Contrary to what some Millennials seem to believe, not everyone has GPS on their phone. Besides GPS can be inaccurate especially for smaller towns and cities, and for larger cities it doesn’t provide shortcuts based on traffic. International guests especially need local area directions as they probably cannot use their smartphones when visiting. What happened to the pre-printed direction cards hotels used to give out?
Provide Contact Lens Cases and Solution. Aside from the traditional personal hygiene items most hotels offer, make sure you sell or otherwise make available contact lens cases. Although I usually remember the solution, I often forget my lens case and have had to use water glasses or mugs.
Carefully Log Lost Items and Return Them Promptly. I have always advocated for efficient processing of lost and found requests and have felt that it is a great public relations tool that fosters viral marketing. This summer I got a personal reminder of this when my super-responsible teenage daughter somehow left behind three items of clothing. Now to me this was no big deal, just black Capri pants, shorts, and a top. But to her this was a personal disaster, as the items were Hollister and she got them on sale. She was so relieved when the resort found the items immediately and especially that they mailed them back so promptly. I’m sure this was mentioned on her Facebook and Instagram.
About the Author
Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug’s monthly hotel industry training articles have been published worldwide, making him one of the most widely read hotel industry training authors in the world. He is the author of Still On The Road to Sales and Guest Service Excellence.
Visit KTN at: www.kennedytrainingnetwork.com or email Doug directly: doug@kennedytrainingnetwork.com
