HOTEL LANGUAGE

2021-08-31 06:46:20 Section II
Delivering the Service Experience
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Chapter 5
The Guestroom Experience

Technique 74

Send Surprises to Rooms

Every front desk agent should be empowered to pick two guestrooms per shift to target with a surprise amenity. The surprise amenity should be an item indigenous to the local area such as a slice of key lime pie in Key West.

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2021-08-29 08:04:45 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 73

Have Surprise Amenity Bags Available

Do guests ask or “take” your amenities such as sham- poo, lotion, or soap? If so, take what can be a negative and turn it into a positive. Have some amenity bags made of the basic amenities in a small mesh type bag. When a guest asks for some, present them with this and see if they would like it. What a nice surprise “gift” it will be and since you would be giving them the product anyway, for a few cents more, it exceeds their expectations.

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2021-08-28 06:44:44 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 72

Have a Celebrity Make Your Wake-Up Calls

As a surprise tactic, ask a well-known celebrity or come- dian to prerecord the wake-up call message that is used in the hotel.

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2021-08-25 07:20:38 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 71

Display Towel Animals

When refreshing a room, if a housekeeper detects that a family with a child is occupying the room then s/he should fold one of the guestroom towels into an animal formation. Straightforward instructions for basic animal designs can be found on YouTube.

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2021-08-24 07:17:44 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 70

Encourage Guests to Take Hangers Home

Rather than affixing clothes hangers to the clothing rod so that guests cannot depart with them, take the oppo- site strategy and invite guests to keep a hanger. Ask a local art studio or vendor to creatively decorate the hangers to include the name/logo of the hotel and the name/logo of the art studio. Such decorated hangers placed in the guest’s residence closet at home are good brand reinforcement for both the hotel and studio.

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2021-08-23 08:50:39 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 69

Have Different Color Towels Available

Have different color towel sets available upon request for groups of friends staying together who do not want to get their towels mixed up. These colored towel sets can also be available upon request if someone in a traveling family has a cold and wants to minimize the risk of spreading germs to other mem- bers of the family.

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2021-08-22 07:02:32 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 68

Place a Follow-Up Call

After the guest checks in, the front desk clerk (or another desired employee) should call the guestroom to see if everything meets the guest’s expectations. This person should give the guest their name and instruct them to call them if anything is desired.

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2021-08-17 08:33:08 Section II
Delivering the Service Experience
————————————————
Chapter 5
The Guestroom Experience

Technique 67

Use Solid White Bed Linens

All bed linens and bed coverings, including the foot scarf and pillow shams, should be solid white. A solid white bed subconsciously signals cleanliness and spaciousness.

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2021-08-16 07:27:13 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 66

Drive Bookings to the Proprietary Website

If a front desk agent sees that a regular guest is using a 3rd party OTA to book his/her room, the agent should inform the guest that equivalent rates can be found on the hotel’s propri- etary site. It should be explained that the savings in fees and commissions by the hotel would be used for additional guest services and amenities.

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2021-08-15 06:26:55 Section II
Delivering the Service Experience
————————————————
Chapter 4
The Check-In Experience

Technique 65

Record Guests’ Preferences

Repeat guests want to be recognized. Frontline staff should utilize the computer system to keep information on the guest’s desires such as room type, location, favorite drink, etc.

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