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If you want your guest to return, you are going to have to WOW them.
I’m will show you how to do this with the perfect hospitality property room.
Welcome to another edition of Hospitality Property School.
I am your instructor, Gerry MacPherson.
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When things get back to some semblance of normal, whatever that may be, you are going to have to work extra hard to get back your customers.
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In this episode, I’m going to take WOWing your guests to a new level. I’m going to share with you the things for me and my colleagues should be included in the perfect hospitality property room.
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To begin with, there are a few things every hospitality property room should have as standard.
- Be clean
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- A firm comfortable bed
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- Clean linen
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- A good, free, Wi-Fi Internet connection
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- Personalized A/C and heating (That is easy to use)
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- Running water
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- Coffee maker (and supplies)
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- Lots of Power outlets (Including next to the bed)
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- Free Bottled Water – It is important to stay hydrated when travelling, and impossible to do without bottled water.
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You might be thinking, “Many of these things go without saying” but often, this is not the case.
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The following items are items that if you don’t have, you may want to consider.
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Cleanliness and Hygiene
These will be major selling points. While guests have always trusted that hospitality properties will be clean, now they will want proof. For example, they will want to know that a property is meeting new safety protocols set in place by government or industry bodies.
It’s not enough to simply have health and safety measures in place. You need to make sure that potential guests know about them. Hospitality properties can make health and safety measures part of their marketing messaging.
Guests are also likely to prefer fewer person-to-person interactions. You can think about remote or self-check-in procedures, for example, room service packages rather than restaurant dining or an ability to change in-room cleaning frequency.
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Blackout drapes
One thing I’m unwilling to compromise on in a guest room is blackout drapes.
This is important especially if you are catering to people who travel long distances or from different time zones. Even if you’re not travelling far, sleeping in a new place can throw a guest off, so having a dark, undisturbed place to sleep is a good way to make sure they get the rest they need.
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Smart LED light bulbs
Smart LED light bulbs, brings smart lighting to the masses with an affordable bulb that’s simple to set up and control and casts a very pleasant white light.
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A proper desk
This is one of the first things I check for in a hospitality property room.
I write a lot when I travel and there are times I don’t feel like going out to eat so, having a desk to work on my laptop or to eat a bowl of soup should be an option. It doesn’t have to be fancy, but one where I could feel comfortable spending a few hours.
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Universal charger
If you’re anything like me, you have probably left the charger or two at a property and did not realise it until your next check-in. There’s nothing worse than your phone dying and no way to top it off.
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A decent luggage rack
As the years carry on, I have noticed my back really appreciates a decent luggage rack. The constant bending is not as much fun as it used to be in the past.
Another reason to invest in luggage racks is to give your guests peace of mind when it comes to little creatures crawling into their bags.
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Abundant hangers 7
I pack light, but I still like to bring some nice things along with me and like to hang them up so they don’t get wrinkled. A good rule of thumb is six wooden hangers per guest, per room. User-friendly hangers, not the ones that are attached to the bar.
Most people are not going to steal your old hangers.
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Iron & Ironing Board
So I don’t have to always hang shirts in the shower.
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Better Do Not Disturb Signs
We all like our privacy when we travel, and one of the simplest yet most integral parts of the hotel experience is that “do not disturb” sign.
How often have you found a ragged, frayed or ripped sign hanging on your door? I have been known, after a long day, to hang the wrong side up. It kind of defeats the purpose.
One minor innovation I have seen is the electronic “do not disturb” sign where you can just hit a button and it illuminates a red light on your door that lets the staff know you want your privacy.
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A spacious bathroom and if there are space restrictions, places for essentials
I just spent a few days in a property that no place to hang a towel and only a little shelf for my toothbrush. I had to leave my bag of toiletries on the floor.
A decent designer could easily correct this issue.
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A shower that doesn’t take advanced calculus to figure out how to work
I am a big fan of technology but I don’t want to need a doctorate in physics to be able to take a shower.
Personally, I’m an old-school, one knob for cold water and one for hot and you turn them to adjust the pressure and balance of temperature.
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A showerhead with wireless speaker
I do enjoy multi-tasking and being able to listen to a podcast or the news while showering is great.
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Bathroom Doors That Actually Close
A huge trend in hospitality property bathrooms for the past several years has been the peek in the bathroom with only a window (sometimes with glass and sometimes without!) separating it from the main room. I don’t care how close you are to the person you’re sharing a room with, or even if you’re travelling alone, you need a little separation and privacy.
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Clean, fluffy towels
Nothing worse than grabbing a towel after a shower to find it is too thin to absorb any moister or that it has some strange spots.
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Toothbrush and toothpaste
I am a trained traveller but on a rare occasion, I have forgotten a toothbrush and toothpaste. On those instances, it would be such a nice surprise to find a mini travel kit in my hotel room when I arrived.
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No-Slip Shower Mats
Hotel showers can be potential death traps! Look at the investment as anti-lawsuit protection.
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Robes
Robes are nice! And can be great for branding if made available for sale.
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Hair Dryer
One of the first things my wife looks for in a room.
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A Choice of Pillows
We all have our own tastes: some of us like hard pillows, some like soft pillows, like big pillows, and some like small pillows. Being able to choose the style that best suits you can turn an alright sleep into a great sleep.
One type of pillow you should not have is the little decorative pillows. Many owners feel that a nice way to add a splash of colour to the room is to display decorative pillows. You can’t wash a decorative pillow. And those pillows that have been sitting there since the day they were put in the room have been handled by many germ-covered hands, have been thrown around the room or tossed on the floor. If you do want decorative pillows but the ones with the washable cover and leave the little pillows home.
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Free Parking
Should be included in the price of the room.
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Keyless Room Entry-No more losing keys!
It is so frustrating after lugging luggage to my room only to find the key does not work.
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Door Alarm
I don’t mean a high ear-piercing alarm but one loud enough to alert me if someone is trying to get in.
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Lights You Can Turn On & Off
The hardest thing about many hotel rooms is how to turn on and off lights!
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Soundproof Walls & Windows
I am not interested in hearing what my neighbour is watching on TV or the sound of garbage trucks outside.
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Are these making sense so far? Let me know in the comments.
Secure Safe
With batteries that actually work, and don’t lose their juice the first day with my money and camera inside.
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Humidifier
Many hospitality property rooms are notoriously dry. A humidifier should be mandatory.
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Smart Phones or Tablets
To Call Front Desk/Concierge and with a room service menu that doesn’t take 20 clicks to navigate.
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Underlit Bed
I have stayed in countless hospitality property rooms over the past couple of decades and I can’t count how many times I have woken up and not had a clue where the bathroom was. A soft light, from under the bed would have saved me many a stubbed toe or accidentally wandering into the closet.
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Smart Sleeping Companion
One of your main goals as a hospitality property owner should be that your guests get a great night sleep. Smart sleeping companions are full of sensors that record everything about your sleep and lets you know all there is to know about your room’s temperature, humidity, or air quality. It also has ambient sounds that help you fall asleep faster.
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Simple Alarm Clock
When I’m tired, I don’t want to have to disassemble or assemble a clock to try to figure out how it works.
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Shampooed Rugs (you would think this is a no-brainer)
I sometimes like walking barefoot, but I don’t like being grossed at the thought of walking on some carpets I have seen.
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Heated Slippers
This is for my wife. Not a big fan of cold feet.
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Free Non-Alcohol Minibar Included
Very small investment and leave a huge impression.
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A Decent Breakfast
If you offer breakfast on your property, make sure it is substantial. I don’t have a problem paying a little extra for a good meal. If you don’t offer breakfast, work out a deal with a local restaurant and offer your guests a discount.
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Reasonably Priced Laundry
You really don’t have to charge $10 to wash undergarments.
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A TV Channel List Card
So simple, and saves my time when I’m trying to find out the score.
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Binoculars
I feel most travellers like to know their surroundings, and I like people watching and gazing at street life from my room’s window or balcony so a good pair of binoculars is a plus.
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In Conclusion
From binoculars to the pillow, I don’t feel that any of these items are too extreme for most properties and could go a long way to generate positive reviews and return business.
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If you have any stories about what the perfect hospitality property room should include and would like to share or have any questions or feedback you can leave them in the comments section of the show notes.
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In our next episode, I’ll be looking at things you need to consider to make the outside of your hospitality property more enticing.
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That’s today’s episode
Until next time, have a fun day.
PS. Have you been checking out the INNsider Tips episodes? If not, make sure you sign up in the notes section so you don’t miss any.
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