by Russell | Feb 24, 2012 | Alphabetical Guide to the Hospitality Galaxy
“A” seems like a great place to start our tour through the Hospitality Galaxy, don’t you think? What comes to mind when we consider the letter “A” in this context? ADA – Americans with Disabilities Act. Acoustics. Audio. However for this, the first of my blogs to cover the CWL Alphabetical Guide to the Hospitality Galaxy, I prefer to associate the letter with the most important “A”. Arrival. Arrival and departure are the two most important components in a guest’s “life-cycle”. Consider this scenario: you’ve spent considerable time and effort online researching a restaurant, resort or city hotel. Somewhere you have not visited before. Or, you’re planning a vacation to a hotel in a land you have only seen on TV. Maybe you’re returning to a restaurant, night-club, Bed and Breakfast or even your favorite city hotel. In your mind you have created this vision of either the new or the familiar. At the same time you have numerous silent questions. Questions that will only be answered upon Arrival. Questions like: Will the hotel car meet me at the airport? Will there be valet parking? What will the view from the lobby lounge be like – will it be appropriate to meet my guests there? Will the facilities complement the local culture? Will the restaurant have my favorite table available – the one I requested? Will the check-in process go smoothly? Will the guestroom I requested be ready? Will my luggage arrive in my guestroom promptly? Will the B & B owners have in-depth knowledge of the surrounding area? And so on and so forth…. What sort of experience...
