Hotel Success Handbook

Give your guests choice. This does not mean having 100 items on your breakfast menu or 40 types of pillow – but do give them a choice you can cope with. Again listen to what your customers tell you.

• In your restaurant, how often do people tell you they are too full for a dessert? Serving huge portions may be appealing to some, but others may be put off having a starter or dessert if they think the portion sizes are too big. Why not provide a taster version, for a slightly lower price, to ensure the sale? That way the waiting staff don’t need to make a judgement call or check with the kitchen if this can be done; it’s already in the system, and the kitchen don’t have to guess the portion size.
• Can you offer a choice of rooms in terms of features or facilities? Even if the rooms are all a standard layout, can you offer people a choice of outlook, proximity to reception, in-room amenities etc?
• How often do you get asked what time is check out? Can you be flexible to allow later check-outs (for an additional cost or as part of a promotional special) so guests have the opportunity to make the most of their last day before they head home?
• Do your guests come to you to celebrate special occasions? If so do you have one room, which is very special in its own right, or where you can include extra services? What else can you add to your standard offer to make a deluxe version to sell at a premium price?

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