As an avid traveller and a businessman who deals primarily in the hospitality industry, I have had my fair share of hotels stays. If I have learnt anything in my 20 years in this industry, its that the hotel trends change every few years. These days hotels no longer sell rooms, they sell experiences.
Good customer service is easy but excellent customer service only happens when a hotel goes the extra mile. I have visited more than 300 hotels in 36 countries across 5 continents. I may or may not remember my good hotel experiences but I definitely remember the ones to avoid.
Even 5 star hotels get very simple and basic things wrong sometimes, like charging guests for wifi, water being ridiculously priced in room service while it is free in housekeeping, offering laundry service early morning when the guest is checking out the same day are some among other things.
A guest should be made to feel that they are the center of the hotel’s attention for the duration of their stay. The staff should be trained to learn as much as they can about the guests that are staying with them to personalize their experience.
I’m not asking for the hotels to do a background check of each customer to be able to cater to their needs. Simple questions asked in a friendly manner like, ‘What is the purpose of your visit?’, or suggestions for places nearby to explore would suffice in making the guest feel that they are cared for.
I have also realized that when you call a hotel for information they seldom tell you about the wonderful amenities and services that come with your stay with them. The information they give you pertains to the room that you will stay in and prices for the room. It’s high time that hotels today realize that its not just the room that their clients are buying, but also the experience that comes with it.
