Meeting customers’ needs is not new to hospitality industry. An open forum by American Express listed a business traveler’s top 10 preferred hotel features, including: 
1. Free Wi-Fi. Limited service hotel is not a concern anymore. I see more full service hotel brands offer this service to their reward-program guests.
2. A multitude of electrical sockets. Several newly-developed boutique-style or full service hotels now have iHome or at least a station where technology savvy guests can charge their gadgets.
3. U.S. adapted plugs, or U.S. adaptors.
4. Free local calls. International locations where local calls are charged per minute may find this suggestion impractical.
5. Quality and complimentary in-room coffeemakers and water bottles. Water bottles are nice. In-room coffee makers vs. complimentary coffee in the lobby, which one sounds better?
6. A pleasant and attentive staff that follows through on requests. Guest service is always important.
7. A solid business center. I think it depends on the level of a hotel. A printer and a computer for a limited service hotel may be good enough.
8. Hotels with frequent-flyer programs. This sounds an advantage to a franchised hotel but a big challenge to an independent hotel.
9. A 24-hour fitness center. Workout facility has become more important. Sheraton is updating the fitness center in every property. I have seen hotels offer even more, where in-house guests who prefer a full gym can receive a discount in a nearby fitness center.
10. Various concierge services. This only applies to full service hotels.
How well does your property meet these suggestions?
References:
American Express Online Forum: http://tinyurl.com/linchikwok05052010 Picture was downloaded from: http://tinyurl.com/linchikwok05042010P
1. Free Wi-Fi. Limited service hotel is not a concern anymore. I see more full service hotel brands offer this service to their reward-program guests.
2. A multitude of electrical sockets. Several newly-developed boutique-style or full service hotels now have iHome or at least a station where technology savvy guests can charge their gadgets.
3. U.S. adapted plugs, or U.S. adaptors.
4. Free local calls. International locations where local calls are charged per minute may find this suggestion impractical.
5. Quality and complimentary in-room coffeemakers and water bottles. Water bottles are nice. In-room coffee makers vs. complimentary coffee in the lobby, which one sounds better?
6. A pleasant and attentive staff that follows through on requests. Guest service is always important.
7. A solid business center. I think it depends on the level of a hotel. A printer and a computer for a limited service hotel may be good enough.
8. Hotels with frequent-flyer programs. This sounds an advantage to a franchised hotel but a big challenge to an independent hotel.
9. A 24-hour fitness center. Workout facility has become more important. Sheraton is updating the fitness center in every property. I have seen hotels offer even more, where in-house guests who prefer a full gym can receive a discount in a nearby fitness center.
10. Various concierge services. This only applies to full service hotels.
How well does your property meet these suggestions?
References:
American Express Online Forum: http://tinyurl.com/linchikwok05052010 Picture was downloaded from: http://tinyurl.com/linchikwok05042010P
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