Extreme Case

This emphasis on check-in, check-out, and cleanliness are truly the basis for a satisfied guest, but these aspects of the hotel experience are not exclusive in their importance. We need to get back to basics. We need to remember that each and every one of our guests is a unique person and has different needs and expectations for their stay. Our guests are probably strangers to the area. Instead of abandoning our guests in their clean rooms and leaving them wondering how to accomplish their goals for their stay, we should make them feel that they have a friend nearby. We can be a helpful assistant by providing transportation alternatives, giving directions, providing information about the area, or aiding them in countless other ways. Hotels know that guests often need these additional services, but how they choose to provide them has isolated our guests even further. For example, many guests need directions to their meetings, the store, restaurants. Our industry has determined that we should have a business center to meet these needs: that way guests can get on the computer and use MapQuest. Another example: guests need wake-up calls. The industry's solution is automated wake-up calls that guests can set by the touch-tone phone. We are teaching our guests that the front desk cannot be bothered with this and they should do it through a machine. Why not let the guests know that we will be glad to set a wake-up call or actually show them directions on a printed map? Once again, I agree with giving the guests the option of setting a wake-up call themselves, but I want the guests to have the choice of hearing a friendly voice wishing them a good morning.

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