Treat Guests Right With Welcome Refreshments
June 14, 2017 12:46pm
By Larry Mogelonsky, MBA, P. Eng. (www.hotelmogel.com)
Certain tactics never fail. Offering your guests a little amuse bouche or free beverage upon arrival is an excellent way to get them in a good mood after the stress and exhaustion of travel, helping to set the pace for the rest of their stay.
Most hoteliers are aware of this in a general sense, but it is the execution where we often stumble. The expected welcome refreshment is a bottle of wine, a small cheese tray, a fruit place, crackers, cookies or any combination of the five. Nowadays, though, you must look beyond the perfunctory and truly own this aspect of the guest experience if you are to make a lasting impression.
While I can’t speak for your specific hotel and what might work for your budget, logistics and locale, the best I can do is recount several of the more remarkable instances of this that I’ve encountered over the years wondering the globe. Hopefully one of these can inspire you. In no particular order, they are:
1. Montage Laguna Beach swapped the traditional cheeseboard for custom-made sweets and delicacies specially prepared by the pastry chef.
2. Le Royal Monceau, Raffles Paris eschewed the bottle of house red for chilled champagne and macaroons along with Perrier for those who might not fancy a libation at that particular moment.
3. The Ritz-Carlton, Amelia Island improvised with a similar tactic when, in the midst of 30°C+ heat and high humidity, they popped a bottle of Veuve Clicquot and gave every guest in the long front desk lineup a complimentary glass, making the wait the last thing on their minds.
4. COMO Metropolitan Bangkok offered fresh tropical fruit with bottled water, but it was the focus on presentation that separated this hotel with all food meticulously arranged on banana leaves.
5. Ojai Valley Inn & Spa offered a range of welcome gifts where, during my last visit, I settled on a bucket of four Coronas and a plate of nachos.
Although these five are all luxury properties, there are nonetheless learnings for all. What doesn’t work well is offering anything that a customer would expect to find in the minibar. That is, a bona fide VIP welcome must exude a sense of place for the property or the region as well as personalization (gender, age, group dynamic, past preferences).
Outside of F&B, there are examples of handouts that also work, especially with regard to children where there is always a risk of snack disapproval from the parents due to allergies or other dietary restrictions. For instance, I have seen guidebooks to the local area, coloring books with crayons, custom stickers and air spinner toys, all intended to temporarily calm toddlers so the parents can focus on checking in.
The key throughout, whether you are planning to offer a well-tailored refreshment or something else, is to pleasantly surprise your incoming guests and garner a fantastic first impression.
This article may not be reproduced without the expressed permission of the author.
Editor’s note: To discuss business challenges or to discuss speaking engagements please contact Larry directly.
Tags: larry mogelonsky,
One of the world’s most published writers in hospitality, Larry Mogelonsky is the owner of Hotel Mogel Consulting Limited and the founder of LMA Communications Inc., an award-winning marketing agency based in Toronto. His experience encompasses hotel properties around the world, both branded and independent, and ranging from luxury and boutique to select-service. Larry also sits on several boards for companies focused on hotel technology. His work includes four books, “Are You an Ostrich or a Llama?” (2012), “Llamas Rule” (2013), “Hotel Llama” (2015) and “The Llama is Inn” (2017). You can reach Larry at firstname.lastname@example.org to discuss hotel business challenges, to inquire about his consulting services or to book speaking engagements.
Contact: Larry Mogelonsky
Hoteliers Guide to Finding and Eliminating Bedbugs
What Prix Fixe Menus Can Teach You About the Psychology of Choice
Hotel Live Chat Instant Gratification Wins Every Time
Callaway Resort & Gardens Relies On Guestware Rapid Response for Asset Protection, Guest Service
You Want to Enhance the Guest Experience - So How Do You Know What's Wrong With It
KEYPR Launches KEYPR TV, the Most Advanced Casting Solution in Hospitality
Cloud5 Partners With Routier to Add Customized Engagement Software to Its Communications Platform
Angie Hospitality and INTEREL Collaborate to Drive Voice-based Guest Room Controls
Guest Facing Chat and Task Management All-In-One at HITEC Houston With Guestware
Koridor Announces New Hotel Room Self-Selection Platform: MyRoom
Cloud5 Introduces the Hospitality Dashboard Experience (HDX) at HITEC 2018 Booth #2519
Giving Your Concierge A Digital Upgrade
3 Key Themes to Watch at HITEC 2018
Why Hoteliers Must Defend the Necktie
Headspace and KEYPR Partner to Deliver Guided Meditation App to Hotels
Speculating on the Technological Future for Hotels
Tips to Fill Your Urban Hotel This Summer
The Shared Hotel Room
Scribd and KEYPR Partner to Deliver Digital Library to Hotels
Being a Senior Team Member in Ten Steps
Please login or register to post a comment.