Hotel Online Special Report Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? 
E-mail: [email protected] by Harry Nobles, June, 1999
Clients often ask me about the impact of guest service on the AAA 4 and 5 Diamond rating. Can exceptional service compensate for physical deficiencies? The answer is never a definite “yes” or “no”; like most questions dealing with the nuances and intricacies of the rating system, it is not that quite that simple. While exceptional guest services consistently delivered by a cordial and professional staff can sometimes help to compensate for some marginal physical deficiencies, service should never be seen as a substitute for physical requirements. Even the most consistent excellent and personalized service cannot offset dated and worn decor or furnishings. It can, however, be a major contributing factor in the final rating decision. Exceptional guest services can sometimes make the difference between a 3 and 4 Diamond or a 4 and 5 Diamond rating.
While both service and physical expectations must meet AAA’s exacting rating standards, I have found that guests are often influenced more by the way they are treated by your staff than by the opulence of your property. After all, there are thousands of magnificent hotels all over the world; guest-oriented, caring, professionally competent, dedicated, and hospitable employees are more rare.
Contact: Harry Nobles Hospitality Consulting POC: Harry Nobles E-mail: [email protected] Phone: 757-564-3761 Fax: 757-564-0076 Pager: 800-577-7468 PIN# 303-9130 Credentials:
- Former head of AAA Lodging/Dining Ratings Program.
- An independent consultant serving the hospitality industry.
- A Special Training Consultant to the Educational Institute, American Hotel/Motel Association
Also See: The AAA Five Diamond Award for 1999 Earned By a Record 105 Outstanding Lodgings and Restaurants / Nov 1998 Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 Is 99% Good Enough? / Harry Nobles / Feb 1999 Dealing with the AAA or Mobil Inspector – Does AAA Approval Help? / Dec 1998 “AAA” – Hotel Online Viewpoint Forum The Legend of the Pineapple / Harry Nobles / Feb 1999