Hotel Online  Special Report
Unique Identity + Consistent Service
= Success

Harry Nobles & Cheryl Thompson, May 2001

If you operate an independent property, your challenge is attracting guests for the first time.  If you operate any property, the challenge is to get guests to return. A good marketing plan properly executed can accomplish the first,  the second can sometimes be the more difficult.
No one game plan works every time at every property.  There are, however, some strategies that can help persuade your guests to not only return, but to send their friends and colleagues. First, I suggest you create a unique identity for your property.  You can learn from competitors 
Ask Harry and Cheryl
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and others, but do not imitate. Make yours different; make it special.  

This special element can be something tangible in the design or decor of your physical facility.   It might be intangible such as a special “signature”  service that makes your property truly different and memorable.  We have found that a combination of the two greatly increases the chances for success.

The  enhancement of your design or decor need not be extensive or expensive; you might be pleasantly surprised at the difference a small touch can add to the overall atmosphere.  To be truly effective whatever  you do must be consistent with,  and complement the existing theme of your property.

Once you identify and perfect the “signature” service,  you must stress consistent delivery.  In a previous article, I said that consistency is the hallmark of a fine hotel.

In my opinion, consistently superior service is often the difference between just another hotel experience and one that is memorable enough to make your guests look forward to a return visit.  Consistent service also becomes an integral part of your property’s unique image, and can have a positive impact on your AAA and Mobil ratings.

When you contemplate a plan to make your operation a unique guest experience with its own distinctive identity, you may come up with your own answers, or you may want to seek professional and objective assistance.  

Whichever way you go, I believe you will find the potential rewards well worth the effort.


Harry Nobles Hospitality Consulting
POC:  Harry Nobles
Phone:  757-564-3761
Fax:        757-564-0076


  • 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: AAA Standards vs  Guests' Expectations / May 2001
Are Your Guests Better Informed Than Your Staff? / April 2001
Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001
The Design Theme - AAA / Mobil Ratings Connection / March 2001
Attitude Can Make the Difference / January 2001
How Should Casino-Hotels be Rated? / Dec 2000
Does AAA Rate Resorts Fairly? / Nov 2000
Is Your Property Suffering From Design Deficiency? / Nov 2000 
The Future of AAA Ratings / September 2000
What Is Your Optimum AAA Rating / August 2000
If You Disagree With Your AAA Rating…../ June 2000
Are AAA Ratings Always Accurate and Objective / May 2000
Creating Atmosphere / Jan 2000
What is "Atmosphere"? / December 1999
Maintaining Your AAA Rating / Nov 1999
Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult?  / Oct 1999
Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999 
Consistency: The Hallmark of a Fine Hotel / September 1999
Who Should Train Your Employees  / Aug 2000 
Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 
Key to Success: Training + Follow-Up / June 2000
The Legend of the Pineapple / Harry Nobles / Feb 1999 
To Harry Nobles Hospitality Consulting Index Page

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