30 simple, inexpensive ways to ‘wow’ guests
Posted by Patrick Mayock
I can distinctly remember the first time I was truly “wowed” during a hotel stay. It was during my first year at HotelNewsNow.com when I attended The Hotel Ezra Cornell event at the university’s on-campus Statler Hotel. I was so impressed with the property’s personal, attentive and cheery staff, that I detailed the experience in a blog titled “Five no-cost tactics that add value.” It remains one of my most-read blog entries to date.
How fitting that the topic of “wowing” guests came center stage a few weeks ago at the Cornell Hospitality Research Summit, when I was again staying at the Statler. During the event, Carol Margolis, founder of SmartWomenTravelers.com, shared a litany of simple tips operators can employ to create a lasting and memorable experience for guests.
I’ve included them here for your perusal.
For the road warrior:
For the leisure guest:
To keep guests safe:
To help guests network:
For the international guest:
“Your travelers really do get wowed by these little things. So just keep your eyes out for these little things that can enhance the traveler experience,” Margolis concluded.
Now on to the usual goodies …
Stat of the week
1.6: Revenue-per-available-room percentage point premium the top 25 U.S. markets have over the rest of the industry, according to data from STR, parent company of HotelNewsNow.com. Here are some other interesting data points regarding the mighty top 25:
Quote of the week
“While this offer is below our estimated asset value, we believe it still constitutes a reasonable valuation and could be seriously considered by the board.”
—A research note, written by Barclays Analyst Sule Sauvigne, which said board members of Orient-Express Hotels Limited should seriously consider a $1.86-billion takeover bid from Indian Hotels Company Limited.
This proposed deal has been in the works for some time now, as Indian Hotels, a subsidiary of Tata group and better known as Taj Hotels Resorts and Palaces, has long made its intentions known and has purchased Orient-Express shares to make its case. The company already owns 6.9% of Orient-Express shares. There are 120.94 million shares of Orient-Express outstanding.
Comment of the week
“Technology investment is tough... an inexpensive amenity that I've noticed more and more hotels have in their lobbies are cell phone charging stations. I've been to quite a few Best Westerns and Hiltons that have ChargeAll units just laying around the common areas.”
—Commenter “Jack” offering his suggestion for an inexpensive, high-value amenity after reading “Amenity creep focusing on long-term benefits.”
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