HOTEL LANGUAGE

2021-10-02 07:45:58 Section II
Delivering the Service Experience
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Chapter 6
The Public Space Experience

Technique 94

Use Bright Lighting in the Restroom

The hotel’s public restrooms should have very bright flu- orescent lighting. Such brightness helps the restroom appear clean.

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2021-09-30 09:39:36 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 93

Afford Adequate Attention to Restroom Cleanliness

The public restroom cannot take a “rest” from service. The cleanliness and messiness of a restroom set the tone for other facets of a guest’s experience. If a guest sees a dirty restroom, automatically s/he will have a negative impression of the hotel.

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2021-09-29 07:51:33 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 92

Scent the Lobby

The hotel’s lobby should be scented year around with the same fragrance. Repeat guests will recall the scent when they return. This strategy can be achieved through plug-in aroma- therapy products or by burning scented candles.

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2021-09-26 09:08:21 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 91

Play Music in the Lobby

Music that matches the brand personality of the hotel should always be played in the lobby. Employees should under- stand the value of the music in reinforcing brand personality.

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2021-09-25 07:49:03 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 90

Routinely Eliminate Scuff Marks

At least two times per week, a member(s) of the engi- neering team should inspect all public corridors and remove scuff marks from walls with cleaning products such as Magic Erasers. This task should be part of the engineering team’s preventative maintenance schedule.

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2021-09-22 08:44:30 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 89

Create a Photo Zone

Photo Zone—With Selfies being the “in thing”, cre- ate a backdrop, banner, or something unique to the hotel (including your logo or hotel name) where guests can take pictures of themselves or, if they want a photo with a cam- era, an employee can easily take a picture of the guests. Encourage guests to share it on social media or a blog. This is another way for guests to remember their experience in a positive way.

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2021-09-21 08:24:04 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 88

Offer Branded Rubber Duckies

When a family with a small child or baby passes a house- keeping cart in a corridor as they are returning to their gues- troom, the housekeeper should offer the family a rubber duckie that is branded with the hotel’s name/logo. ghout their stay.

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2021-09-20 08:49:38 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 87

Keep Elevator Flooring Clean

Due to the use of rolling suitcases, one of the biggest prob- lem areas with regard to public space cleanliness is the elevator floor. Staff should be trained to check and clean the flooring in the elevators several times per shift. The cleanliness of the ele- vator is a factor in initial perception formation and also influ- ences guests’ perceptions throughout their stay.

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2021-09-19 07:49:42 Section II
Delivering the Service Experience
————————————————
Chapter 6
The Public Space Experience

Technique 86

Display High Quality Outdoor Furniture

All outdoor furniture should be of high quality (even at limited service and economy properties). Viewing outdoor furniture subconsciously sets the tone for what the guest will receive once inside.

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2021-09-15 07:03:52 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 85

Offer to Name a Room After a Frequent Guest

If a guest stays at your property more than 50 nights per year, then offer to name a guestroom in honor of him/her. A small plaque can be displayed in the room or corridor.

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