Article on page 26 ofÊnew book The Llama is Inn…
My dear bride of some 37+ years travels with me for leisure, and sometimes business. As can be expected, my work activities tend to carry over into dinnertime conversations, so this hybrid mode of travel makes sense. With her critical input, we’ve come up with a short list of ideas that focus on women’s hotel needs. Travel research indicates that the female head of household makes the bulk of leisure travel decisions Ð either directly or through a Ôgrocery list’ provided to a male counterpart. So, while we’re fussing over our operating costs to the barebones, we may be cutting corners that cost occupancy and loyalty. If you are targeting the premium/luxury segment, or are a fully independent operator, you can easily capitalize on these suggestions, which are not presented in any order of importance or cost to your operation.
Choose your bathroom amenities carefully: Whereas most males can’t tell the good from the ugly, women know instantly. It’s more than improved packaging; it’s what’s inside those mini-bottles that counts. Great brand names are not privately labeled Ð they don’t have to be! Brands like Clarins or Molton Brown charge more for their amenity programs because they provide instant recognition. Lastly, size does count. Make sure the bottle size is at least enough for two. A 50mL bottle should be the minimum; the perfunctory 30mL size is insufficient for double occupancy.
Fresh flowers make a statement: Flowers are more than just lush colors and pleasant fragrances. A single fresh flower in a bud vase indicates a degree of care for the room and a link to nature. Plan at least one floral display for the bathroom and another for next to the bed.
Make sure there are enough hangers: Somehow there are never enough hangers for all the suits, skirts, pants and other items that remarkably spring out from a single suitcase. Whereas most guys will hang up a suit, leaving everything else packed (how barbaric!), women will want to place everything in drawers and the closet so that there are fewer fold lines and so they can better coordinate apparel for the next event.
Source high quality bed linens and ensure beds are made properly: There is no excuse for an improperly made bed, except a lack of training of your housekeeping staff or poor supervision. As for bed sheets, the quality is immediately noticeable. Better linens will last longer and finish better, giving you a further return on your investment.
Bathrobes that fit: I tend to agree, the opposite way. Too often bathrobes in hotels are Ôone size fits all’ which means that they are Ôone size fits nobody’. For those who haven’t met me, I’m 6’4″. What works for me is too long for my wife. Ever consider two sizes per bathroom or, at the very least, the ability to call the front desk and request different sizes?
Where is the padded tray to store jewelry? I take off my watch and place it bedside. My wife has earrings, a bracelet or two, watch and necklace that all must find a home in the wee hours of the evening. Yes, they go in the safe when at the pool or when not being worn. Some room safes have velvet trays to hold these items. On the other hand, many hotels overlook this nuance, which adds the constantly gnawing stress of losing an earring to the experience.
Towels that have not died in the laundry: Towels have a laundering life. Don’t try to squeeze the last few uses out of an old towel. Simply replace it.
Provide a bag for a wet swimsuit: You go for a swim, and then you must leave the next day but the swimsuit has not dried out yet. Thank goodness you can take a laundry bag. Wait, that’s for your dirty clothes. So, where does the swimsuit go? Help!
Housekeeping that is flawless: Nothing is a greater turnoff than a room that is anything less than perfect in this regard. Any variation here cannot be tolerated for the simple reason that it presages deeper problems under the surface. Make a good first impression with your guestrooms and don’t give anyone a reason to doubt your services.
Makeup mirrors need to be illuminated and ideally magnifying: While this one will require CAPEX, complaints nonetheless mount when the makeup mirror lacks adjustability, magnifying and its own illumination. There are many brands available, and costs have gone down considerably, so the choice is yours.
By Larry Mogelonsky, MBA, P. Eng.
The Llama is Inn, fourth book in the Llama Series to be released May 2017
The Llama is Inn is the fourth anthology book in Larry Mogelonsky’s series following Are You an Ostrich or a Llama? (2012), Llamas Rule (2013) and Hotel Llama (2015). Together, they give a detailed picture of the present hotel business landscape, outlining how to best navigate new technological issues shaping our industry in addition to the need for a perpetual commitment to exceptional service.
All four books draw from Larry’s extensive experience in the field as well as the prudence of other senior managers and corporate executives active in the hospitality industry. Offering creative and effective solutions to today’s problems, this collection will give you the tools you need to thrive in the modern hotel world.
The hotel world is evolving. The proliferation of new mobile technologies, online travel agencies, the sharing economy, social media and third-party review websites represent significant disruptors for any hotelier’s business. And these are just the tip of the iceberg.
Customer behavior is changing too rapidly for traditional hospitality marketing and operations textbooks to keep up. The modern traveler is highly intelligent and incredibly discerning when it comes to hotel purchases. To understand this consumer revolution, you must arm yourself with the latest resources.
Enter The Llama is Inn, the fourth book in the series written to give hoteliers the best tools in their arsenal to prosper in these changing times. This is not an introductory textbook on the hospitality industry, but rather a compilation of selected topics that highlight both modern success stories as well as the blunders to avoid.
This book will strengthen your hotel management skills. Individual articles cover sales, marketing, branding channel management and emerging new technologies. Examples of operational excellence in F&B, housekeeping, front desk, reservations and HR are explored. The goal is to enhance learning and practical application to your property.
Above all, it is stressed that the success of any property Ð even with all that has changed in recent years Ð nonetheless depends on the relationship a hotel fosters with its guests. This is the hotelier’s guidebook that recognizes future developments while celebrating the past.
About the Author
After a formal engineering undergraduate degree and an MBA, plus a stint as a professional civil engineer, Larry Mogelonsky’sÊbusiness career started with a brand management position at Procter & Gamble. This was followed by half-dozen years at a top ten ad agency, where he was the team leader for the Four Seasons Hotels & Resorts business. Smitten with the hospitality Ôbug’, Larry founded LMA Communications and more recently, Hotel Mogel Consulting, a specialty consultancy dedicated to the hotel industry. Today, Larry works with hotel owners and operators across the globe. His knowledge of hospitality marketing and operations has been demonstrated through the accumulation of 75+ awards from HSMAI (Hotel Sales and Marketing Association International). His firm was also awarded the distinction of Worldwide e-Marketing Agency of the Year by TravelClick. Larry regularly contributions to many of the world’s top industry publications. He was recognized as one of the Top 25 Minds in Hospitality. He is also sought after as a keynote speaker at worldwide industry conferences. The Llama is Inn will be available in Spring 2017 through Amazon and Barnes & Noble. A Kindle edition is also available.
