The secret of creating the perfect hotel experience

 
 

When guests stay at a hotel what makes for the perfect experience?   Malcolm Hendry, General Manager of 41, shares some secrets – his hotel has been top of the Tripadvisor London hotel rankings for so many weeks that he obviously has a good idea! "For us, it starts the moment the guest makes an

 

04th February 2013

Hotel 41

When guests stay at a hotel what makes for the perfect experience?

 

Malcolm Hendry, General Manager of 41, shares some secrets – his hotel has been top of the Tripadvisor London hotel rankings for so many weeks that he obviously has a good idea!

“For us, it starts the moment the guest makes an enquiry – the way the booking is handled sets the tone for the whole stay. It is vital the call is professional but genuinely welcoming.

We like to have some further communication with our guests before they arrive. We send them our Guest Preference Form to establish their likes and dislikes. But ideally we’ll discuss the nature of their visit and what they want to see and do during their stay.

On arrival we make sure the welcome is warm and sincere, with a swift and smooth check-in. We also provide them with a complimentary drink of their choice.

It’s important to allocate them the perfect room and add some appropriate personal touches, such as their favourite music playing or a bowl of fresh fruit.

If they made any special requests before arrival we will of course have made these arrangements. Often, however, the guest may have thought of something more en-route and we will take the necessary steps immediately.

Even when the guest is out enjoying themselves around town we consider that an extension of the overall hotel experience so we do everything we can to ensure they get the best seats, bookings and journeys.

How we interact with guests during their stay is of paramount importance. The relationship must be warm and personal and our staff are guided by what we refer to as the Red Carnation “Top 12 Service Standards”. This includes such key principles as “anticipate the guest’s needs” and “practise a ‘Yes I can’ attitude at all times”.

Every member of the team is keenly aware of how the guest is enjoying their stay – they are constantly, but discreetly, looking out to ensure the highest standards and expectations are not just met, but exceeded. Special attention is placed on visual presentation – the cleanliness and correctness of every detail must be perfect.

The team are also very aware if the stay marks some kind of personal celebration, such as an anniversary or birthday. This provides us with opportunities to deliver what we call TNTs (Tiny Noticeable Touches) that make the experience even more pleasurable and memorable – it’s those unexpected things which guests really appreciate and remember.

Finally, at check-out we are genuinely sorry to see them go. Whilst the relationship is a professional one, and we respect that, we’ve also got to know them well. When we wish them a safe onward journey, and say we hope to see them again soon, we really mean it!

We’d love to hear from you what makes for a perfect stay (so we can do an even better job of providing it!) and if you’d like to enjoy that kind of experience with our compliments be sure to enter our Facebook competition to win the perfect Red Carnation Experience.

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