The characteristics of a truly punctilious hotel
Attention to detail is a hallmark of hospitality
One thing I love about reading online these days is how you can just touch a word to find the definition.
While reading classical historical fiction recently, I came upon what was for me a new word: punctilious. The first definition that came up online for this adjective 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, these are the characteristics of a truly punctilious hotel:
- Offers a printed room-service menu so that guests don’t have to use the QR code if they choose not to, or if they want to easily review all the menu choices without having to zoom in on the tiny screen on their smartphones.
- Makes available amenities that guests most frequently need while on the road, not just a toothbrush and razor. Examples:
- Distilled water for all the guests who travel with CPAP breathing machines.
- Ear plugs for the spouses of those who don’t.
- Makeup remover.
- Contact lens cases and solution.
In terms of technology, a truly punctilious hotel offers electronic amenities that guests really need circa today:
- Available universal phone and laptop chargers for those who forget. (Even if for a convenience fee.)
- An alarm clock that is easy to set and, when shut off, does not automatically reset for the same time the next morning, thus unexpectedly awaking the next guest in the room!
- An “at a glance” channel guide that saves one from the time-consuming effort of scrolling down the online guide.
- Easy-to-understand instructions for switching to smart TV mode and watching subscription channels.
- In-room USB power charger outlets that are not worn out where a cord will stay plugged-in.
- Multiple outlets in the room — not only by the bed/nightstand — for plugging in the iron or charging a laptop.
On the operations front, a punctilious hotel:
- Offers healthy entrees and especially healthy snacks such as low-fat ice cream or frozen yogurt in room service or in the guest pantry.
- Provides comfortable seating such as an ergonomic office chair, even in leisure hotels, because of the blending of business and leisure travel.
- Makes available appealing non-alcoholic drinks in the bar for non-drinkers or those in recovery. Mocktails are fantastic, but there’s a lot of money to be made at bars offering fruit smoothies and herbal teas.
- Confirms early check-in and/or late check-out in advance, even if for an additional fee.
- Maintains a proactive lost and found that emails guests to notify them when certain items are left behind and then returns them promptly if desired. Some hoteliers use guest privacy concerns as a reason not to proactively notify guests about lost items; yet they do not hesitate to email these same guests a post-departure survey. As a frequent traveler I have often left items behind such as ties, belts, and shirts, not realizing until weeks later and then I'm not sure which hotel I left the item.
- Operates a frequency program that rewards guests by enhancing their experience during their stay, instead of offering deferred gratification of points to use for a future trip.
- Does not freeze out guests in meeting rooms, corridors and public areas due to poorly functioning, or poorly monitored, thermostats.
- Features a vanity dressing table so that guests applying makeup and styling their hair do not have to do these in a hot, humid bathroom after their partner has just showered.
- Includes a full-length mirror so that your attire can be modified if necessary, before exiting the room.
- Hires frontline colleagues who are able to offer “local insiders tips” such as a good dive bar, a local breakfast nook or the best place to get a pizza.
- Offers directions that include local insiders' tips on how to get to a concert or sporting event, avoiding peak traffic patterns and where to look for parking.
- Boasts a hospitality team that uses genuine, authentic language when interacting with guests, not scripted messaging such as “Thank you for your loyalty” at check-in. How about “Mr. Kennedy, I just wanted to say how much we appreciate our repeat guests like you, and I see here that this is your third time with us so far this year alone!”
- Relies on bell staff who offer to assist with luggage by asking “May I show you to your room?” instead of treating guests like weaklings and saying “Did you need help with your luggage?”
- Trains wait staff to say “What did you think of your entree?” and not just those who say “How was it, good?”
- Uses new technology to enhance the guest experience and not just to cut costs. For example, one that implements an automated check-in process having the main goal in mind of providing their front-desk staff with more time to properly greet guests and truly welcome them upon arrival.
- Makes it easy to reach an on-site staff member when one is needed, or who uses a dedicated remote call center rep that is always standing by to answer live, instead of forcing callers to hear endless prompts reminding them to go back online for self-service answers.
- Offers a car rental (sharing) service so that guests can pay a reasonable fee to use a hotel car for short errands of one or two hours.
- Trains hosts at restaurants that, when seeing you walk up alone, say “Welcome, are you ready to be seated?” instead of “Just one?”
- Designs easy-to-follow signage that helps guests find their way to the meeting room.
Doug Kennedy is president of the Kennedy Training Network, Inc. Contact him at doug@kennedytrainingnetwork.com.
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