HospitalityLearning Online

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Many years ago, when I took over Rooms Executive position at one of the California located Hotels. I had an experience discovering what truly Hotel Guest want?⁠⠀⠀
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This was a Red Zone property, if you don’t know what it means –it is pretty scary thing. This means property hasn’t been performing well on Guest Satisfaction scores and has been placed in Red Zone by Brand.⠀
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First thing General Manager told me is do what you need to do to get the scores up. ⁠⠀⠀
I pretty much had an unlimited budget and abilities to do what I wanted. ⁠⠀⠀
But, I really did want to take any action right away until I researched and found out what were the biggest detractors for the service. ⁠⠀⠀
Well, with General Manager pushing so hard for the action it was not much possible. ⁠⠀⠀
The suggestion was to greet every Elite member with Welcome Amenity. So we did! ⁠⠀⠀
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We created Welcome Amenity based on information we had on file for a guest. During a weekday we would send 30-50 amenities a day! That is a lot of work and expense! ⁠⠀⠀
We did this for consecutive 3 month. ⁠⠀⠀
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Guess how did this impact our Guest Satisfaction and How many surveys mentioned Welcome Amenity?⁠⠀⠀
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The answer is ONE. I received one survey that mentioned amenity upon arrival. ⁠⠀⠀
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The thing here is that you can’t mess up on basic expectations and recover it with something different.⁠⠀⠀
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Basic expectations must be met before putting cherry on the top, otherwise cherry is meaningless.⁠⠀⠀
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You can’t have a dirty hotel, rude employees and aim for a great guest feedback by providing an amenity…⁠⠀⠀ ⁠⠀⠀⁠⠀⠀⁠⠀⠀⁠⠀⠀⁠⠀⠀
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@ Chicago, Illinois