News for the Hospitality Executive |
No Directions and NO KETCHUP! - It's The People That Make The Difference
By
Doug Kennedy
August 24, 2012 As a hotel industry trainer my life on the
road is probably
more cushy and comfortable than many of my fellow travelers, because
the hotels
that tend to invest money in outside training tend to have the best
guest
service to begin with. However sometimes
I am asked to conduct training for off-site call centers and sales
offices, and
during these trips I end up selecting my own hotels basically at random. Although the brand people probably don’t
want to hear this,
the truth is that most hotel brands serving the same market appear
pretty much
the same to most of us hotel guests.
Honestly, if you blindfolded us frequent travelers, walked
us into the
hotel lobby, public areas, and guest rooms, most of us could tell very
little
difference from one hotel to another, so long as the brand logos were
covered
up! The trend toward the “vanillia-ization” of
our hotel
“product” is especially evident in the upper mid-scale hotel market. Regardless of the flag out front, you’re
pretty much assured of having a flat panel TV, a curved shower curtain,
ergo-chair with a desk and lots of outlets, in-room coffee, iron,
ironing board
and hair dryer! And when you check-in,
you can bet on hearing the same scripted welcome message about the
hours complimentary
breakfast, the indoor pool you won’t have time to use on business, and
the
wake-up call you don’t need. Even
when
one brand tries a new innovation, it’s only a short time until that
feature or
service is adapted by all the other competitors. So how is a hotelier to differentiate his or
her specific
hotel’s “brand” from others in the neighborhood? In
the end it still comes down to the
people. Unfortunately today too many
hotels focus mostly on their technology/systems and the physical
product
itself. Others rely more on their
brand’s reward points to foster guest loyalty, rather than making sure
their
hotel associates are prepared to give guests authentic, genuine and
personalized service they really need while on the road. All too often when I pick a hotel randomly
online, I find
the hotel staff ill prepared to handle even the most basic needs. Take for example my most recent trip, which
was to a small town just outside of Panama City, FL.
The hotel product itself was perfect; a newer
property with all the aforementioned features expected in an upper
mid-scale
suburban property. The staff was
friendly and cordial; but their ability to meet my needs as a traveler
left
much to be desired. The first “teachable moment” occurred right
after I got into
my rental car at the Panama City airport, finding that the GPS I’ve
come to
rely on so much not working in the region.
When I called the front desk to ask for directions, the
associate seemed
as if she had never been asked that question before.
She hesitated a bit then placed me on hold
for what seemed like a very long time while waiting in a hot parking
lot,
especially since I was three hours behind schedule due to flight
delays. The
funny thing was when she returned to the line, having asked directions
from a
co-worker, all that was involved was a left turn out of the airport and
a right
turn on a major state highway on which the hotel was located. Later that evening having finished my work I
was ready to
relax with a glass of wine. Since there
was no bar, I asked the front desk for the location of the nearest
place to buy
some wine. She then sent me to a Super
Walmart, which she said had a liquor store.
Although close by, it took a lot longer to park and walk
into this massive
store, and on the way back I saw there was a grocery store right next
to the
hotel which would have been much more convenient. Finally,
later that evening I found myself
craving a carb snack, and nearby was a Wendy’s.
I could almost smell those new sea salt fries in my
imagination, so
about 9pm I could resist no longer. As I
re-entered the lobby of the hotel with my fries in hand, I realized I
had
forgotten the best part – the ketchup! I
am a self-admitted ketchup lover and just could not imagine fries
without. So I asked the front desk
associate if she
might have some extra left over ketchup packets in the back office, and
the
answer was flat out “no.” Next morning
when I came for my complimentary breakfast, I realized they had ketchup
packages out at the breakfast bar and wished my front desk
representative had thought
to offer them. That being said, there are definitely plenty
of hotels that
understand what it really takes to create longstanding guest loyalty. One example that comes to mind is the Oxford
Suites in Lancaster, CA. Anyone from the
Pacific Northwest will recognize the Oxford Suites brand as a very nice
regional chain serving the upper mid-scale market.
Many of their properties are newly built, and
all are very well maintained and continuously updated.
That being said, one of their top performing
hotels also happens to be one of their oldest legacy properties. It was built decades ago, and in recent years
nearly every major mid-market hotel brand has opened a brand new
property to
compete directly. Yet when you visit the
TripAdvisor rankings for hotels in Lancaster, CA, as of this writing
the Oxford
Suites has been number one all year.
When you read all the comments about the staff in the
reviews it’s to
see why this hotel does so well; management understands that a hotel’s
reputation
relies mostly upon the people and not just the bricks and mortar. While the hotel industry moves towards the
“vanilla-ization”
of its physical product, the most successful hotels will be those who
know it’s
still the genuine, authentic hospitality delivered by the inspired,
well cared
for frontline associates that makes the most difference.
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Contact:
Doug Kennedy
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