|Small cheer and great welcome makes a merry feast.
William Shakespeare (1564–1616), British dramatist, poet.
Attributed to Balthazar, in The Comedy of Errors,
act 3, sc. 1, l. 26.
When one travels a great deal on business, the danger is there to overlook the small, personal touches that are often present in many hotels. Regardless of the room rate, the size of the hotel or its location, many hotels around the world provide many personalized welcoming messages. At a time when we in the industry are concerned about the danger of our hotels becoming a commodity that is only rated or selected by price, those personal touches become even more vital to keeping our individual distinctions.
The following message was placed on a pillow on a trip I made several years ago. This laminated message really made its’ point to the well being of every guest and guest experience and I hope you enjoy the message.
|To Our Guests : “The Stranger within our gates”
Because this hotel is a human institution to serve people, and not solely a for profit organization. We strive to ensure you will experience peace and rest while you are here.
May this room and this hotel be your “second” home. May those you love be near you in thoughts and dreams. Even though we may not get to know you, we hope that you will be conformable and happy as if you were In your own house.
May the business that brought you our way prosper. May every call you make and every message you receive add to your joy. When you leave, may your journey be safe.
We are all travelers. From “birth till death” we travel between the eternities. May these days be pleasant for you, profitable for society, helpful for those you meet, and a joy to those who know and love you best.
Questions of the day
These questions are offered to stimulate discussion about the way we do business. There is not necessarily only one “correct” answer – the reason for this section of the column is to promote an awareness of how we might all improve our operations. Consider using these or similar questions at staff meetings encourage your team to THINK!
- What would your guests think of this kind of message expressed at your hotel?
- What do you do at your hotel to make each guest feel welcome?
- Are there any additional suggestions you could share at your hotel or with readers of this column on how to reduce the potential of our hotels becoming commodities?
Feel free to share an idea for a column at firstname.lastname@example.org anytime or contact me regarding consulting, customized workshops, speaking engagements … And remember – we all need a regular dose of common sense.
John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is Co-Founder of a consortium (www.HospitalityEducators.com) of successful corporate and academic professionals delivering focused and affordable counsel in solving specific challenges facing hospitality today.
www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability. Individuals wishing to contribute materials may send them to Kathleen@HospitalityEducators.com. Special pricing is in effect for a limited time that also includes a complimentary copy of LESSONS FROM THE FIELD- A COMMON SENSE APPROACH TO EFFECTIVE HOTEL SALES.
Consulting Expertise and Research Interest
- Sales Management and training
- Turn-around and revenue management
- Professional Development for the Organization and the Individual
- Customer Service
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If you need assistance in any of these areas or simply an independent review or opinion on a hospitality challenge, contact me directly for a prompt response and very personalized attention.
Your Hospitality Resource for the Hotel Owner, Innkeeper, Manager and Hospitality Industry Associations
Dr. John Hogan, CHE CHA CMHS
United States – Phoenix, Phone: 602-799-5375