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Make Your Property’s Services Stand Out

Most hotels and resorts have a myriad of tried-and-true amenities and services that guests have come to expect. Blow dryers, coffee machines, toiletries, continental breakfast — these are all typically par for the course. But many hospitality businesses are kicking their amenity game up a notch and offering complimentary services that get people talking (which is exactly what you want).

A prime example in the ultra-luxury market is the complimentary Porsche Test Drive Program at Rancho Valencia in Southern California. The 5-star resort partnered up with Porsche of San Diego so guests can speed down the coast in style, with 2017 models like the 718 Boxster convertible on-site. The result? Snaps and shares on social media and plenty of kudos from guests.

Of course, not every hotel has the means to go to those extravagant lengths. But even the smaller gestures work. Case in point is Doubletree hotels, which gives each guest a free fresh-baked cookie upon arrival — and you know what? People love it. It’s a personal touch that leaves a memorable impression. What other ideas should you consider? Take a look.

Supply Quality Toiletries

A large majority of women (and more and more men) are particular about the types of shampoos, soaps and body lotions they'll use — so much so that they’d rather lug their own products on vacation than chance the inferior products found at too many hotels. By supplying guest rooms with quality, recognizable products (and including that information on your website or brochures), you’re cultivating a thoughtful brand image that shows guests that every angle of comfort is addressed. Two hotel chains that are making the most of this strategy are Renaissance® Hotels by Marriot (with all-natural Aveda products) and W Hotels worldwide (featuring Bliss®). There are a number of companies that supply luxury toiletry brands, such as Luxury Hotel Cosmetics, Essential Amenities and Custom Amenities, Inc. It’s worth checking out.

Provide Free Seasonal Amenities

To leave a lasting impression on first-time guests (and to inspire repeat visits!), consider a complimentary amenity service. Think about offering new guests one free Spray Tan session at your hotel spa during the month of July; warm cookies and cocoa as a pre-bedtime treat for weekend wintertime stays; or a complimentary 10-minute chair massage for holiday morning check-ins. You’ll be surprised by the buzz and praise your property could experience with minimal fuss on your end.

Customize Guest Mini-Bars

Mini-bars are a common feature but it’s not often that you give guests the opportunity to customize what they’ll find inside! This is a great way to personalize your guests’ experiences and help boost sales related to your mini-bar items. There are different means to incorporate this component into the hotel reservation process, such as adding the option to customize right on your reservation site or sending them an email survey prior to their arrival. Inquiries may include:

What refreshments do you prefer?

  • Sodas
  • Diet
  • Regular
  • All-natural
  • Sparkling Water
  • Energy Drinks
  • Regular
  • Sugar-free
  • Natural Spring Water
  • Liquors
  • Grey Goose Vodka
  • Bombay Sapphire Gin
  • Patron Silver Tequila
  • Hennessy Cognac

Do you have any dietary preferences?

  • Gluten-Free
  • Vegan
  • Nut Allergy
  • Kosher
  • Wheat-Free

Offer Ultra-Pet-Friendly Services

More than ever before, allowing pets at your hotel matters. According to the American Pet Products Association, more than 37% of pet owners in the U.S. take their furry kids on vacation with them. And pet-friendly accommodations are an important factor in those travels. Meeting this need with pet-centric amenities can be one of your stand-out attractions as a hospitality leader — and if you do it right, your property can greatly benefit. Aside from simply opening the doors with a pet-friendly policy, you’ll want to go further with welcoming features that may include fresh-laundered doggy beds; beddy-bye room service treats; and of course, clean doggy areas with baggies and disposal bins readily available. You could also go the extra mile for a small fee and offer pet sitting or dog walking services… or even a pet salon on-site.

Offer Surprise Amenities for Social Media Mentions

As we’ve mentioned in earlier blogs, social media is your ticket to free marketing. So, show some gratitude when your guests post with a surprise amenity. Some hotels have Facebook-inspired frosted cookies waiting in guests’ rooms after they “check-in” on the social media platform. Others simply reply to the check-in status with a friendly comment — “We’re happy to welcome you! Please let us know if there’s anything we can do to make your stay more enjoyable.” Can a social media message be considered an “amenity?” Absolutely – you’re making that guest feel noticed and appreciated — that can be the most impactful amenity of all. Use your imagination — there are infinite ways to let your guests know you appreciate their social media shout outs.

What amenities do you think are most impactful? Tell us what you currently feature and amenities you may add in the future!

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