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.
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.
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.
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.
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.
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.
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.
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.
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.
Technique 95
Give Back-of-the-House Tours;
When a potential catering and conference client arrives for a site visit, show him/her the back-of-the-house areas first. Including the back-of-the-house demonstrates that the hotel pays enough attention to detail to keep those areas neat and orderly similar to the front-of-the-house. This effort also aids in making the potential client feel as if s/he is getting to know the team.
Technique 96
Provide Employees with Business Cards;
Have business cards with all the pertinent hotel informa- tion. Leave space on the card for an employee to be able to handwrite his/her name and position. Should a guest need hotel information, the employee can hand them out. This effort serves as a personalized service and the guest will know who to ask for if they need anything. This gesture comes in handy on many occasions and is fast and personalized as well.
Technique 97
Offer Branded Gloves;
If a guest is exiting the hotel in the winter time without gloves, offer a complimentary pair of gloves branded with the hotel’s logo.
Technique 98
Display a Looking Glass;
If a window in one of the hotel’s public spaces has a nice view, then affix a looking glass on a string to the wall next to the window.
Technique 99
Screen the Outdoor Break Area from Guest View;
The hotel needs to have an outdoor break area for asso- ciates that are 100 percent screened from guest view. Such screening can be achieved with landscaping and/or decorative fencing. When a guest sees hotel associates on break smoking cigarettes, this is one of the biggest ‘experience breaking’ prob- lems in the industry and is also one of the most common.
Technique 100
Offer Wagon Rides for Small Children;
The hotel should have wagons in the lobby that are cus- tomized with a seat and side paneling so that families can give their children safe rides to their guestrooms. Custom- ized wagons can also be available for pet transportation to the guestroom.
Technique 101
Have a Child-Sized Luggage Cart Available;
Just as some grocery stores have child-sized grocery carts, a hotel can have a child-sized luggage cart. The child can help co-create the lodging experience by placing his/her suitcase on the small cart and pushing it to/from the guestroom at check-in/out.
Technique 103
Make Bicycles Available;
If the hotel is located in a bicycle-friendly area, then have some bicycles and helmets available to the guests at no charge. Guests can sign a liability waiver form and borrow the bicycles when desired.
Technique 104
Denote Empty Parking Spaces;
When the hotel’s parking lot or garage is near maximum capacity, helium balloons should be placed in the remaining parking spots. Viewing the balloons from a distance will allow guests the opportunity to find the open spots without wasting time or fuel.
Technique 105
Encourage Clutter-Free Storage Areas;
Any areas that are visible to the guests when a door is open (e.g., service area, behind the front desk, office, storage room, etc.) should be free of clutter and anything that can be construed as unsanitary.
Technique 106
Conduct Signage Audits;
At least once per year, a 3rd party who has never been inside the hotel before should be asked to do an internal and external signage audit to confirm that signs are accurate and are not confusing (particularly directional signs). The signage audit could be traded for a room night.
Technique 107
Print Hometowns on Nametags;
All associates should have their hometowns printed on their nametags because this information helps facilitate con- versation with guests.
Technique 108
Display Photos of Famous Locals;
Display pictures of famous people from the local or sur- rounding area in the hotel’s public spaces—doing so helps connect the guest to the hotel.
Technique 109
Offer Swimming-Related Amenities in Pool Area;
If the hotel has a swimming pool, guests love the extras of a pool experience, especially in very hot weather. These items can be misters, cold washcloths, ice water, etc.
Technique 110
Offer to Augment Diving Toys with Gold or Silver Coins;
If the hotel has a swimming pool, if children are seen diving for coins, they should be given gold or silver coins inscribed with the hotel name/logo to use instead. They can keep these as souvenirs.
Technique 111
Keep a Well-Stocked Bookcase;
The hotel should have a bookcase in a public area from which guests can borrow books (including children’s books) to read or games to play during their stay. Some books should be about the local area.
Create: May 2, 2020 Edit: Aug 13, 2020 Hotel Management
Persian
