Making a lasting impression on hotel guests – A guide for hotel owners
For hotel owners, all roads must and do eventually lead to guest satisfaction. Guest satisfaction is of prime importance. The hotel guest is considered across every decision during developing a hotel property from concept to design to delivery.
With the help of three key elements, owners can build a satisfactory guest experience that converts first time guests to brand loyalists.
MAKING THE FIRST IMPRESSION
It is impossible to encompass all elements of guest experience into a finite moment. For some, it can start even before a guest has arrived at the hotel property. Ease of check-in, bookings and pre-arrival details can add to guest stay. Hoteliers must also consider the ‘look and feel’ of their property to make an exceptional impression on their guests. Some hotels have gone on to become landmarks because the exterior and immediate interior (such as the hotel lobby) makes for an instantaneous impression. FF&E plays a major role here – warm lighting can make the lobby look welcoming and safe. Comfortable furniture, charging ports and display of amenities such as coffee machines draws a possibly traveler in, enhancing the ambience. It is important for furniture in the lobby, which has maximum chances of looking worn out, to always appear clean, inviting and sturdy. Hoteliers must work with procurement consultants who can provide key advise on fabrics, furniture design and placement and vendor selection for premium quality items.
MAKING A LASTING IMPRESSION
Functional design should a design and procurement team’s first priority. As the guest interacts with FF&E and OS&E elements more, it is essential that hotel owners, operators, designers and procurement consultants work collaboratively to deliver guest friendly items. While technology can seemingly aid in making a hotel property appear innovate and contemporary, it can also confuse and discolor guest experience. A recent trend has been to include a control panel by the side of beds to control lighting, door and roller shades. While this can improve guest experience, it can also frustrate them if it does not work as efficiently making it more of a hindrance. If installed, procurement consultants must coordinate with design and architectural teams very early on in the process to ensure operational efficiency. Elements that appear modern but do not work can deter from forming a lasting impression on guests. Public areas and guestrooms must also be designed keeping operational efficiency in mind. Procurement consultants will advise on obtaining the best possible items that guarantee a comfortable guest experience.
Worn out furniture or outdated room amenities can also detract from forming a lasting impression on guests. Hotel owners must work with consultants to ensure that FF&E items are durable and of the highest quality to reduce chances of wear and tear. Materials must also be washable to negate odor and other elements. Owners must account for design refurbishments and lean on expertise provided by their procurement consultant to ensure their design and amenities remain modern and relevant. Procurement Consultants partner with resupply vendors to ensure stability in price, delivery of items and quality.
It is possible for hoteliers to provide an all-encompassing guest experience, with the right elements in play. Designing with intent and in alignment with long-term strategic vision can guarantee lasting impressions.
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Provision Advisory Services, LLC (PAS) provides strategic supply chain solutions for the hospitality industry. HPG, a global hospitality procurement services organisation, is a member of Provision, USA.
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