by Alan Campbell, Featured Contributor
SOMETIMES we forget why we are in this business, a hotel is an institution of commercial hospitality. They offer the facilities and services for sale, whether individually or in various combinations. Let’s retrogress to the famous hotel words, Location is everything well almost depending where the hotel is located. Location for one is not necessarily location for another. The location must be appealing, with nice surroundings freedom from noise and unsightly views.
Which include bedrooms, restaurants, bars, function rooms, meeting rooms. Let’s not forget the pool and gym. These items make customers happy.
Probably the most important aspect, since without service you have nothing, this must be provided with a smile and in a sincere form. Depending on the type of hotel such as economy or luxury, facilities will vary, and in some cases service.
We will define image as the way that the hotel portrays itself to its guest. As well as how guest sees the hotel. Facilities and service is enhanced by such factors as its name, appearance, atmosphere, its associations, by who stays there, the Elite crowd.
Expresses the value given by the hotel through its location, facilities, service, and image, and the satisfaction derived by its customers from these elements of the hotel concept.
Though basic elements they need to be remembered once in a while, a hotel can’t be all thing to all people. If it did all hotels would be the same. There are different types of hotels so as to satisfy those customers that look for their own niche. Someplace in here there should be a word about marketing, but that would take up a whole new chapter, you get the drift. Hotels have come a long way since those early days of inns and no room type abodes. As we look in to the new world of hotels we can clearly see that they are headed for the unique and Grande style, we now have hotels underwater, in the clouds, and all in between. There is something for any customer’s wildest desire, for those that know the property (Modonna Inn) in San Luis Obispo California. Now that’s a hotel for the imagination. For those that are not familiar with it, it’s a very nice well-kept unique hotel. If you are in the area you should try and stay there. Look at your own property and see if you measure up to the basic definitions of above. Today’s guest are a lot more savvy that yesterday’s one. They expect more and are quick to let you know when things are not right.
Do yourself proud, be glad that you as an hotelier are in the best business that exist on this planet. Your guest seek you out, they come to you. That is provided that you meet their expectations, by having and extending legendary service and attention to detail. Do yourself proud take care of those weary travelers and provide them with what we call genuine hospitality……