| On a recent trip, a friend stayed at a large hotel | | | | primary – if your hotel staff have no |
| chain in a metro area. Her stays at this hotel chain | | | | accountability for how the guest rooms are |
| have always been good, so she was confident in | | | | presented and received, you'll be fighting an uphill |
| her choice. | | | | battle to maintain consistency in appearance. |
| So it surprised her when the little things bothered | | | | If you don't have ways to measure your guests' |
| her. Like the bathroom door – if the toilet lid | | | | experiences in your establishment, adopt one now. |
| was down, the door didn't clear the seat. Odd. | | | | A simple response card placed in all rooms can |
| Even more odd was the wasted space right | | | | give you exceptional insight into your hotel |
| outside the bathroom – a huge closet that | | | | business operations. Make sure to include |
| opened on both sides. Unnecessary given the tight | | | | cleanliness, roominess, amenities, food service, and |
| quarters in the bathroom. The amenities she was | | | | staff service on the questionnaires. Ask for |
| used to were there, but the breakfast times | | | | recommendations. And take note of any areas |
| were odd. She had to be up at 7 to make it to | | | | that are being repeated among guests. |
| breakfast before 8:30. On a Sunday. | | | | Of course there are things your guests find |
| It's not that the service was awful or the rooms | | | | annoying that you might not be aware of. A |
| were dirty, but those few things wrong planted | | | | simple Google search for Hotel Pet Peeves |
| the idea that the hotel's stellar record of | | | | revealed this gem from Extravigator. Perhaps |
| consistently good service was now not stellar. | | | | you will find things there that are reflective of |
| And worse, she'd never complain to the | | | | your establishment. |
| management because, as she said, she'd sound | | | | Make sure the services you offer align with the |
| too picky to be complaining about the silly little | | | | needs of your guests, and make sure you |
| details. | | | | measure regularly the impact of your operations |
| But your guests notice these overlooked areas. | | | | on your guests' perceptions of your hotel. |
| Too often hotels skimp on details that guests | | | | Reputation is a difficult thing to win, and nearly |
| come to expect. Clean rooms, for example, are | | | | impossible to repair. |