Early in my career, I was the sales representative for Princess Cruises in Western Canada. I travelled extensively from province to province, at least two weeks a month. Though I was young and full of energy, I recall the toll it took on me, sleeping in a different hotel every night. I quickly realized the benefit of staying in the same hotel in each city I visited and creating a familiar routine. Therefore, I identified my Victoria hotel, my Calgary hotel, my Winnipeg hotel, and so on. In many cases, it was trial and error as there were so many hotels to choose from. I stayed in hundreds of hotels through those years. I found that earning the designation of “My Hotel” came down to three things. First, did they know me? I didn’t expect them to recall my name, although it was very special when they did. What “know me” meant to me was, did they know what I needed from my guest experience? Was the hotel prepared for a female business traveler, who loved morning runs, coffee in her room, and a private place to hold impromptu business conversations? Did I feel safe in the room that they assigned me? If I forgot something, which I always did, was there a Lobby Shop where I could find what I was looking for? Next, did it feel like my home away from home? As a frequent traveler, I often had to spend full days working in my hotel room. I needed a good workspace, the latest technology, and healthy, grab and go snacks to sustain me through the long days. As it stands now from the pandemic, the future of work and how and where it is done is going to require every hotel to seriously consider a “work from hotel” experience in a completely new light. Lastly, did they make me feel as though they wanted me back? For ‘my hotels’, the answer was YES. I could feel it from the moment I arrived. It was evident in the way the staff greeted me with a genuine interest in the reason for my visit. It was the welcoming note and chocolates greeting me in my room, and voice mail with a contact name to get in touch with if something went awry. My hotels, always made me feel like my one or two nights, among the thousands of nights they turned, truly mattered. According to multiple consumer studies across a wide variety of industries, the number one reason that people don’t return is that they feel unappreciated. Customer loyalty isn’t bought through reward programs or technology. In fact, it’s not earned through outstanding customer service alone. While that is expected, it is essential that the guest feels appreciated in order to creating a strong loyal and repeat customer base, Earning the designation of “my hotel” is essential as it is the lifeblood of repeat and referral business. Focusing on one important customer at a time, allows you to exceed the expectations of an entire market of customers, just like them. As Walt Disney says,
“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.”
During this long, slow period, it’s the ideal time to invest in knowing your ideal customer. Scaling the personalized experience is the perfect way to make an impact on those guests who are looking through trial and error, to find their home away from home.
Featured Product of the Month - Introducing ZAZUBEAN Chocolate
No guest experience is complete without some kind of encounter with chocolate. And so it is with the story of how Zazubean Chocolate was founded.
A group of women set out on an adventure to an island off the coast of British Columbia. Each woman had packed their essentials, including their own version of emergency chocolate, to keep their spirits and energy high throughout their journey.
Co-founder Tiz, inspired by this stroke of both coincidence and passion for chocolate, recognized the importance of chocolate as a lifestyle essential. She wondered if it was possible to create a chocolate bar that was socially conscious, healthy and delicious.
She and co-founder Tara proved that it was not only possible, but founded the company on their unwavering belief in a healthy lifestyle that included a dose of ethically made chocolate.
Concierge Connection is proud to announce our new partnership with this whimsical brand with their wide range of delicious, eye-catching, chocolate bars. A Zazubean bar is the perfect solution for your guests’ chocolate encounter. Whether it’s the end of a long day splurge or a mid day snack, Zazubean Chocolate bars fit the craving!
Lobby Shop Test Market
Are you looking to find new ways to wow your guests that will not only enhance their stay, but provide an exciting source of additional revenue, without increasing your costs?
We know that it’s never been a more difficult time for all of us in the hotel industry then in the last 11 months. As a company dedicated to serving you, we understand first hand how it continue to be challenging times.
We also know, there’s never been a better time to sharpen your welcome back plans and test new opportunities to add to the guest experience and to your bottom line.
For a limited time we are offering FREE tests markets of our Lobby Shop program to the first 5 hotels that contact us.
Ask us how!
Next Up! Lobby Shop test market testimonials! Learn first hand from smart hoteliers how they are using this time to test this exciting new concept in their hotel. The results will surprise and encourage you!
For immediate assistance contact: cameronree@shaw.ca Cameron Ree, Founder and CEO Concierge Connection. About Cameron Ree
Cameron Ree has been serving the hotel industry for over 20 years. It all began with a passion for helping hoteliers thrive, and a love of chocolate! Now proudly representing 8 leading gourmet brands with a shared vision for quality, sustainability and making a difference including: Torn Ranch, Loop Mission, Pacific Bottle Works, Daniels Chocolates, Cesium, Blu Element, and Hyland’s.
BOOK A CALL WITH CAM We know that ordering products for your hotel can be overwhelming and time-consuming. A 15-minute consultation call with Cam will:
Save you time
Find the best solution to your guests needs to enhance the guest experience
Lower your costs and increase revenue
We’re here to help! We specialize in helping hoteliers find the best food, beverage and essential products to enhance the guest experience.
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