Who is the first to meet your guests? Who creates that all important “first impression” and has the most impact on them? The staff! The people who show their dedication, care, passion and attention to detail and go the extra mile to produce excellence – not only when they interact with other staff members of all levels, but also with their guests.
At a great hotel the staff welcomes you, they embrace you. They make you feel that you are a valued guest and that they want to do everything they possible can do to make you feel comfortable and “at home”.
The environment they work in goes a very long way to helping them achieve that goal!
For example, a hotel’s common denominator, a guest room or “key”. Like meeting a person for the first time, it does not take long to make a decision as to whether or not you like that person. The same can be applied to entering a guest room. The guests will decide very quickly if they like the space, the layout, the lighting, artwork, color scheme and bathroom.
This “first impression” requires the combination of proper space planning and careful selection of color and materials of all the elements that make up a guest room. The same attention to detail must be given to operating supplies and accessories. For example the bed and bedding – what makes up a great bed? Some hotel operators like Four Seasons Hotels & Resorts actually brand and sell new beds because guests have been so impressed with the beds in their hotels.
It goes further than that. The bed must be large enough and properly designed for great sleeping. Where is it positioned in the guestroom in relationship to night stands, telephone and computer outlets? Is there an easily accessible electrical receptacle nearby for charging the guest’s cell phone or iPod? Can housekeeping access the bed easily? Can the guest watch the TV while lying in it? Every detail counts.
This type of “questioning, review and coordination” of each element and area of a hotel, restaurant or any hospitality project is essential. First impressions are lasting ones. And, first impressions go a long way to “separate the Best from the Rest”.