Although our jobs as hospitality professionals are complex, we have a simple mandate. Make the guests feel welcome. Give them what they want. Create a good reputation so they will keep coming back. We can do this well at times. In recent years, there have been many exciting innovations. The ability to control amenities from the guest’s room, order room service and check in using their mobile device is here to remain. The future will also see a greater focus on food and beverage quality and a more attractive common space.
In our industry there are a few bad habits that have persisted and continue to exist. They do us no favors. Why? They go against our mission. These actions cause guests to feel dissatisfied and frustrated, which has a negative impact on the brands that we are trying to build. Here are three examples.
Minibars with motion-sensing
Why has the hotel minibar evolved from being a convenient convenience to a symbol that people assume the worst of each other over the years? It is impossible to have a fully stocked minibar if there are no measures of supervision. Honor has always been a factor, and many hotels have sent an employee to the minibar once the guest has left.
With the advancement of technology, hotels were able to install motion detectors as well as scales. The minibar became less of a refrigerator and more like the telescreen in George Orwell’s novel 1984. Some hotels, especially in Las Vegas, charge exorbitant fees for “re-stocking” when guests put their own items into the fridge.
Incredibly, the minibar surveillance is still a frustrating experience that’s more trouble than it’s worth. It’s better to give the guest an empty minibar or to stock it with complimentaryms and stop counting chocolate bar altogether.
Open-plan and transparent bathrooms
Let’s not be shy. No one likes being watched in the toilet, unless they are narcissists. Why has this trend become so popular?
Since many people have difficulty imagining what these arguments might be, we will start by presenting arguments for this trend. Hotel designers and not guests usually make these arguments. The advocates of transparent bathroom walls, or open-plan bathrooms with no walls, say that it makes the rooms seem larger in a time where hotel rooms are becoming smaller. The room is also said to be more modern and brighter, as the natural light is maximized.
The argument of spaciousness may be true in some respects. The opposite is true when people share a room. If you’re concerned about natural light, most guests will agree that bathrooms should be a place where the sun doesn’t shine. Some things never change, regardless of what’s in style. One of those things is the ability to refresh yourself in privacy.
Excessive bedspreads
It’s nice to have a spacious and beautiful headboard. This is both practical and beautiful, and it holds the design of the room together. A few extra pillow are also nice. These pillows make it easier to sit up and are a nice touch to any room.
These trends may have gone a little too far. This is only a suggestion. Who hasn’t been surprised by the size of the headboard pillows that walk into a room? Who hasn’t thrown away a bunch of extra pillows from the bed only to have housekeeping replace them the next day? When you add extra throws and covers to the mix, it can make getting to the bed a bit more difficult than what guests would like. I’ve noticed that pillows seem to be growing longer. Perhaps to accommodate the larger beds we are seeing. Differentiating the perfect balance between practicality and luxury is a constant work in progress. This balance can change depending on the brand or star rating. When luxury becomes cumbersome or annoying, we are on the wrong path.
Trends to keep in check
There is a lot of information that hoteliers need to take into consideration. Every day, new ideas and innovations emerge in Australia and around the world. What is the best way to deal with this constant stream of new hotel trends? We should not be dismissive but also we shouldn’t let ourselves be fooled. We should ask ourselves which trends are relevant for our brand, vision, and guests. We can gain a new perspective by asking ourselves how a trend affects the guest experience. This should also never go out of fashion.
