The positive energy at the Hampton Exploratorium in Orlando on April 1 said it all. These GMs have quality assurance at the top of their list. Corporate travelers can expect warm greetings, helpful hints, and above all, clean and well-functioning rooms. Read on for how you too can properly pamper business clientele.
When corporate travelers walk into your lobby, they’ve likely taken planes, trains, and automobiles to get there. Welcome them with a little TLC.
Why go the extra mile to pamper your business clientele? Because happy guests become highly committed. And highly-committed guests are good for your reputation and your bottom line:
How do you turn corporate travelers into highly-committed guests?
Tips to Make Business Travelers Feel at Home
(Illustrated by true tales from actual business travelers)
1. Prepare a warm welcome and a clean room.
“I took my personal car, then the subway, bus, plane, and rental car–and many hours–to get to the hotel. I finally got to my room to find…mildew on the bathroom ceiling! I switched rooms twice and nobody apologized.”
Business guests often arrive tired and yes, cranky. Unlike leisure travelers, road warriors still have plenty of work ahead. Brief your front desk often, and well–a sympathetic greeting goes a long way. Give guests the room they request whenever possible. Offer a complementary bottle of water from the gift shop. Make sure their sigh upon entering the room is happy relief. Rely on hotel ServicePro checklists and scheduling to keep rooms sparkling.
2. Prepare directional cards and other helpful aids to guide guests during
“I asked the hotel’s front desk clerk (in a seafood state) if he knew a good local seafood place for dinner. He replied, ‘Not really.’”
You need a list of places to eat, drink, run, and stroll. Where can guests get a haircut? Fill a prescription? Even in this age of mobile search, guests appreciate a printed card with an address to plug into Google Maps.
3. Make sure your rooms promote a good night’s rest–we all need one to do our best.
“I got back to my room at 11 pm, got into bed, and rolled downhill. The air adjuster on my comfort mattress was broken. I was rolling off the bed all night. And the air conditioner hummed like a motorboat.”
Spend a relatively small amount on hotel ServicePro to make sure the HVAC–and the entire property–is regularly inspected, maintained, and promptly repaired.
When are your amenities more than just a convenience? When guests count on them for business! Are the room irons clean and functional? Is Wi-Fi up and running? Enter it all in hotel ServicePro so your staff can keep a regular checklist.
4. Last, but not least: serve great coffee!
“This hotel had really good coffee in the room. OK, I can forgive a lot when I’ve had a good cup of coffee.”
Speaking of business travel, I’ll be in Memphis on May 4-6 for BITAC Tech & Operations. If you see me, let me know how you’re preparing for summer leisure travelers. Next month, I’ll list my top recommendations for making the most of the summer leisure travel season.
Until then, it’s time for barbeque and Elvis!