When It Come To Hospitality, ‘Little Things Mean A Lot
Of all of the slogans used by hotel companies over the years, for me the most pithy has to be the one that Sheraton used in its pre-Starwood days: ‘At Sheraton, little things mean a lot.’
When it comes to success in the hotel and lodging industry, it truly is the smallest details that make the biggest differences.
As my frequent readers know, I often write about what I call the “vanillaization” of the physical hotel experience as brands copy-cat each other in the race to add the latest, niftiest new features and amenities.
Yet one aspect of a hotel stay that remains as a true differentiator is a pro-active attention to the smallest details of guests’ stays.
While reading classical historical fiction recently, I came upon what was for me a new word: Punctilious. When I pressed the word on the screen of my Kindle Fire, the first definition that came up online was: “Showing great attention to detail or correct behavior.”
Right away I knew this was the perfect word for my vision of the ideal hotel that thinks of everything. For me, here are some of the characteristics of a truly punctilious hotel where “little things mean a lot” when it comes to increasing loyalty and fostering a positive online reputation.
Fonte:4hoteliers.com
Cristina Madeira with 20 years of experience in the Hotel Industry develops projects as Performance Trainer | Executive & Team Coach | Consultant
Cristina Madeira, ICF Certified Executive & Team Coach, EMCC Certified Senior Mentor, University Faculty
