Delivering the Service Experience - Chapter 8 ; The Check-Out Experience
Technique 129
Encourage Fond Farewells from Housekeepers;
All housekeepers should thank guests for their business and invite them to return when they see guests exiting down guestroom corridors. If a guest is rolling luggage down a cor- ridor in the AM hours, it is evident that s/he is checking out.
Technique 130
Clean Guests’ Windshields;
Each morning, the hotel should randomly select approx- imately 10 vehicles of guests who are checking out and clean their windshields. A note can be placed on the vehicle so that the departing guest will notice that the windshield has been cleaned.
Technique 131
Offer Auto Snow/Ice Removal Tools;
In cold climates, have snow/ice removal tools handy. When a guest checks out, these items will be useful for the guest’s vehicle. For added service, a staff member can clean the vehicle quickly for the guest.
Technique 132
Offer Room Keys to Children as Souvenirs;
When a guest is checking out with small children, the room key cards should be offered to the children as souvenirs. Children can even be offered craft kits so that they can deco- rate the key cards with jewels, stickers, or pipe cleaners while traveling home.
Technique 133
Offer Children Coins Inscribed with the Hotel’s Logo;
When a family with children is checking out, the children can be given gold or silver coins that are inscribed with the hotel name and logo.
Technique 134
Let Guests Take $1 Bills;
The front office manager should fill a glass fish bowl with $1 bills. One morning per week, the bowl can be placed on the front desk with a sign that reads: “If you are checking out, please take a few of these for the road.” The actual sight of cur- rency is actually much more powerful than simply discount- ing a guest’s folio.
Technique 135
Inform Guests of Potential Bank-Related Issues Associated with the Use of Debit Cards;
Debit Cards can be a challenge when using them at a hotel. Any guests using a debit card should be made aware of how the bank “holds” the money. It can be helpful to have the desk clerk explain this to the guest beforehand. No matter what experience the guest had at the hotel, if s/he has issues related to finances, such issues can ruin an otherwise positive experience.
Technique 136
Offer to Store Items for Frequent Guests;
If you have a guest that stays weekly, offer to store some of his/her items so that s/he do not have to take them home each week. Even if s/he does not want to utilize this service, the offer will likely mean a lot.
Technique 137
Send a Gift Home to a Child;
If a guest is traveling alone on business, but the property management system indicates that s/he has stayed in the past with a child then consider asking the guest if s/he would like a small gift to take home to the child.
Technique 137
Give Some Fresh Vegetables or Herbs;
If the hotel has a garden and a vegetable or fruit is ripe, offer the guest at check-out 1–2 pieces to take home (similar to how friends and family share items from their home gardens). Or, have a herb garden growing inside one or more lobby win- dows and ask the guest if s/he would like to cut some herbs to take home.
Create: Jun 23, 2020 Edit: Aug 13, 2020 Hotel Management
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