Recently in NYC, at a convention of hotel executives, a panel discussion dealt with the issue of guest expectations. What was said is revealing and at the same time suprising. For road warriors I would recommend reading this short article to find out what hoteliers think guests want.
Worth a read for sure.
Thanks Steppingstones, great article!
The bottom line is we all want to feel special and important - the smart hoteliers will key in on that and make it happen for everyone. The article is right, its not about the room, its about how we feel staying in that hotel. (Of course if the staff gives me an especially nice room, I feel really good about that.) When the hotel staff bends over backwards to make me feel special, I will bend over backwards to try to stay in that hotel - even if it's further away, even if it's more expensive (to a point).
“show that you care about our needs” sums it up for me and aligns well with Marriott's Spirit to Serve philosophy. While achievement of Elite status sets expectations on certain benefits, experience underscores the importance of communicating our needs in advance of arrival and during a stay. Making them known provides the opportunity for an associate to take ownership for delivery and a positive outcome: guest satisfaction. Great article, thanks for posting!