Hotel Success Handbook

Listen to all the reasons people give for NOT staying, or limiting their stay with you. What other services you can provide that might just tip the balance in favour of that night out, overnight stay or weekend away. Think of the challenges your guests face, and how easily you could solve their problems:

• No baby sitter – can you offer a babysitting service
• What to do with the dog – recommend kennels (or allow dogs)
• Poor transport network – provide a free taxi service to and from the station or airport
• If I stay away another night I’ll miss my gym session and end up eating more than I should – a common concern for business users, so set up temporary membership arrangements at the local gym, and provide a healthy option light or calorie counted meal
• The kids will want their bikes, but we don’t have a bike rack – offer bike hire or team up with a local hire shop ~
• There’s nothing to do if the weather is bad – set up a kids’ play room and indoor entertainment area, and provide games and indoor activities
• I don’t have time to do my laundry, get my hair cut or legs waxed – provide a laundry and pressing service, or offer complimentary or discount vouchers for your own spa or a local beauty or hair salon

You could take the attitude ‘that’s not my problem’ or you can see these ‘problems’ as great opportunities for additional services. Without having to think too hard or spend too much, people can have a ready-solved problem if you’ve put together a package ‘just for them’.
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