Monscierge Blog
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Skirvin Hilton: Blending Modern Technology with a Personal Touch
We first want to thank our friends at The Skirvin Hilton in Oklahoma City for working so closely with us as we design new products for hotels. Learning and listening are behind everything we do, and the folks at the Skirvin have been kind enough to he…
The Guest Lens: Cleanliness
With recent “tell-all” books, websites devoted to reviewing guest rooms, and hotel horror stories gaining an eager audience online, today’s guests are more germ-phobic than ever. We know that cleanliness is just as important to operators as it is to guests, because their reputation and success is on the line; and many hoteliers have gone the extra mile to reassure guests of that fact before and during their stay.
Best Western has armed housekeeping staff with black lights and UV wands. The use of black lights show areas that need cleaning beyond what the staff can see in regular light, and the UV wands are held over high-touch areas (think TV remotes and light switches) to sanitize them.
The marketing is what makes the difference to the guest in terms of booking and loyalty. Even before seeing a room in person, guests who are aware of these practices feel more comfortable with the level of cleanliness they can expect upon arrival.
The Renaissance Washington Dc has placed cards under the beds to help reassure guests that the room has been thoroughly cleaned. In the event that a cautious guest pokes around under the bed, they would find a card reading, “Yes, we even cleaned under here!”
It is my belief that this kind of message is further strengthened by the tendency of similar table-tent style placements to become wrinkled and dirty over time. As long as these cards are crisp and clean at all times, guests can be reasonably assured that the message behind it is truthful.
Has your hotel utilized similar measures to reassure guests of cleanliness standards? What results have you seen?
The Guest Lens: Creature Comforts
Pets are known to calm nerves, increase happiness, and create an organic means of interaction – all key pieces of a great hotel experience. Properties around the world are finding new and creative means of incorporating the animal kingdom into the guest journey.
- An idea born from a weekend hunting trip and a few sips of whiskey in the 1930’s led to what is now known as the Peabody Marching Ducks at the Peabody Hotel in Memphis. The ducks march on a red carpet from their Royal Duck Palace on the hotel rooftop down to the fountain in the lobby each day, surrounded by delighted hotel visitors.
- Giraffe Manor, in Nairobi, Kenya, is known as “the only hotel in the world where you can eat breakfast with giraffe.” This historic property is home to eight Rothschild giraffe who visit the manor in the mornings and evenings to visit with guests (and grab a quick snack.)
- Probably the most well-known example is Kimpton’s Goldfish Program. Guests can choose to have a goldfish in their room to keep them company, and the staff takes care of the feeding and cleaning duties.
- Ashford Castle in Ireland, built in 1228, offers classes in the ancient art of falconry to its guests using Harris hawks. Ashford Castle is also home to Dingle, an owl known for delivering special messages and engagement rings.
- What’s better than borrowing a few moments with these creatures while traveling? Spending that time with your own pet. Catering to guests’ pets allows them to travel without worries, provided their furry friend is a willing travel companion. Years ago, my English bulldog accompanied me on numerous hotel stays. He made me feel more secure and was more than happy to while away his time napping while I was away, and he made lots of friends on the elevator during our stay.
What are the most creative examples you have seen?
The Guest Lens: Fulfilling the Silliest Requests
Has the “special request” section of your website’s online form ever landed you in a pickle? Most of you have probably heard about the “three red M&Ms ” request. Reddit user Dustin Wray typed “Three red M&Ms on the counter. Not packages, just three single M&Ms. One for me, one for my girlfriend and one to split if we get hungry late at night. And a picture of bacon on the bed. I love pictures of bacon.”
When the people at Woodlands Resort near Houston actually fulfilled the request (complete with a framed picture of bacon resting on the pillow), the guest was surprised and delighted, and posted the story soon after his trip, resulting in lots of positive buzz about the hotel.
The best part of fulfilling the silliest requests is that you give the customer a story to tell. Everyone loves to be recognized by brands they have connected with. Usually, a thank you for your business postcard or a discounted return visit is enough to gain a measure of loyalty. But sometimes it’s fun for your staff, your guest, and the public when you come up with an over-the-top response for requests.
Domino’s Pizza has taken over the Internet with their literal take on special requests for deliveries. Most of them are for pizza box art or slicing a particular way, but some customers claim they have even had food delivered from other establishments along with a pizza.
This becomes a much bigger deal when customers take to their various social networking sites to post photos and tell the story to their friends. Eventually, as in the case of the red M&Ms, the story goes viral and generates an organic buzz around the brand. This is a win for everyone – a customer is happy to have the story to share and to be singled out for special attention from the brand, and the brand gets their story told with a customer service message they can stand behind. And the Internet is happy to have something new to talk about.
Do you have a special requests box in your online forms? What is the most buzz-worthy request your staff has taken on?
When to Let Go of Great Ideas
What happens when a great concept just doesn’t work? Speaking with Jeff Haden from Inc., our CEO discussed startup mistakes and the lessons learned from them, so this week we’re taking that topic to the guest experience.
Sometimes, even the best ideas fall flat on implementation. Whether they are not a fit for your particular guests or for your company culture, there comes a time when you just have to give up on a really great idea.
Our CEO’s first point was to not make it about you. Sometimes a brilliant idea won’t be accepted well simply because the guest doesn’t see what’s in it for him. For instance, consider those annoying Facebook posts: “Comment for yes, Share for no!” and so on. This is a transparent grab for attention, with no benefit to the person doing the liking and sharing. However, Cape Town Tourism ran a campaign that took Facebook users on sort of a virtual vacation, complete with photos they could share with friends. That’s how you make it about the guest.
Marcus also spoke about making assumptions. I know I’m preaching to the choir here, but the biggest key to great guest service is listening. Service agents often assume they know what a guest wants or needs without really listening to what they are saying. I had this happen to me last week, the woman I was speaking with cut me off to address what she thought the problem was, but she was wrong. Assumptions, especially when they are wrong, aren’t doing anybody any favors.
Internal culture plays big role in the guest experience. Happy staff means happy guests most of the time. So when a great idea has a negative impact on your culture, it’s time to rethink. Over time, even if it works in the short term, if it’s draining the energy from your staff it’s probably best to scrap the project or gain further insight from your employees on how to make it work better.
Sometimes, even the best ideas just don’t work. If it’s not their time, put them on hold for later. For those that don’t mesh with your culture ask your staff for input. And finally, if your guests have different ideas on how things should go, make it work for them. Have you ever had to let a great idea go? For a recap of our own lessons, you can see Marcus’ interview with Jeff Haden from Inc. here.