Supersede Guest Expectations

By the time they’d walk into the lobby, the sun might be setting, raising or still scorching as high as it can. But the instant they’d step in, that homely feeling would tell them that they are in a special place. Because the lobby would be warmly lighted. Redwood paneling would reflect the red glow of the light onto overstuffed couches that hugged the three walls surrounding the reception desk.

A long, dark wood table would face the front door through which they’d enter. On the table, they’d see a huge woven Indian basket overflowing with fresh fruit and beside the basket, they’d see a massive bronze lamp, with its deep burnished light bouncing off the fruit, adding a festive look to the room.

small efforts can lead to big impacts when it comes to guest satisfaction....

Running the full length of the table and falling down on either end almost to the floor would be an intricately crocheted linen cloth, its bright, exotic pattern would accentuate the colors of the fruit, the bronze of the lamp, and the deep red ochre of the walls.

This will be your guests’ exact experience as they’d practically melt with delight. And when they approach the reception desk that stands between them and a woman neatly dressed in a freshly starched blouse and skirt that outrightly represents your hotels brand color, with the logo of your hotel pinned atop her decorated blouse like a badge of honor. A matching ribbon would hold her hair back as she’d utter the words “Welcome to (the hotel name).

It would take no more than five minutes from the moment your guests arrived to the time the bellboy would usher them into their rooms, despite the fact that they had no reservation. Yes, they wouldn’t believe the ease with which it all happened.

As if they have seen enough, when they get to their rooms, they’d be welcomed by magnificent king-sized bed with an impeccably clean, white-on white bedsheets. Delighted by their good fortune, they’d change for dinner because the woman at the desk had made their reservation when they were checked in.

How often do we, hotel owners, take our guests’ experience for granted? We pay little attention to it, that’s if we pay any attention to it at all. Making it almost impossible to retain and turn first timers into loyal and life time guests. Whereas, giving each guests the best experience can be the most cost effective form of marketing.

It’s important to consider improving your guests experience by building the right systems that would enhance the continuous improvement of those experience. Consequently, always striving to supersede those expectations.