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When people book a vacation, they realize they have hundreds of options. When businesses research hotels and resorts for corporate conventions, they also realize that they have a plethora of options. If they want the best of the best in any given resort town, destination area or large city, they can book a block of rooms and show their employees a great time. Fantastic views, close proximity to entertainment venues and transportation options and world-class restaurants are among the many amenities hotels often boast of on their websites, on travel search sites and in their brochures. Those are also among the amenities a business doesn’t have a hand in choosing. On the other hand, indoor heated pools, cooked-to-order breakfasts, plush towels and linens and friendly guest service attendants are amenities a hotel has under their control. Ultimately, whether a guest visits, praises and recommends and revisits a hotel is almost entirely in the full control of the hotel’s management and staff. In an ideal world, everybody would be proud of where they work, the job they do and the contribution they make within their company. However, there are many people who have a job that they do and then they go home. In the hospitality industry and, more specifically, within the hotel industry, the quality of a person’s work reflects on the establishment itself. Hotel employees know that the work they do and how they do it can affect occupancy rates. They realize that beds properly made up with clean, quality linens, towels and wash clothes fold beautifully, spotless surfaces and amenities in good working order are appreciated and reflect their hard work. Another often overlooked component of any hotel is the landscaping and the exterior of a hotel. Bright, well-kept, region appropriate plants are pleasing to the eye, sometimes smell heavenly and always invite guests in. Exteriors that feature clean walls, free of mildew, windows in good repair, clean lobby windows and well-maintained pool areas are also indicative of a company that takes pride in their work. This says “I love where I work and you’ll love staying here!” Believe it or not, this “curb appeal” can affect occupancy rates as more than one person has gone into a hotel and cancelled a reservation because the hotel looked that unkempt and uninviting. The people who work in guest services play an important role in a hotel’s functioning smoothly; in fact, sometimes they are the only people with whom a guest interacts. Guest services staffs have been known to be a key factor in vastly improving a hotel stay or ensuring that a guest will never revisit a hotel. When people say ‘hi’ to you when you come and go, provide wake up calls at the right time, answer questions correctly and provide requested information, without a doubt they can affect occupancy rates, all other things being equal. Everybody knows that businesses are competitive and that every customer counts. This is especially true in the hotel industry. When you stay at a hotel, whether you love it or hate it matters. Good hotels want your honest opinion as they’re always trying to improve. Those are the hotels you want to stay at.
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