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| Image source: gotobermuda.com |
Any business establishment has at least two major aspects – the infrastructure and its people. Both have to address a guest’s expectations, or it will fail. What this means is that the brick and mortar definitely have to be accompanied by stellar service. Without these two being exceptional, a hotel cannot really be described as good much less great.
A building needs the best plumbing, lighting, fixtures, furniture, and appliances. There has to be consistent and reliable phone and internet connection that doesn’t cost an arm and a leg to use. The beddings, of course, have to not only be clean, but they also have to be spotless and a pleasure to touch. People are tired when they get to bed, and they need this experience to be like an embrace away from home. These material concerns are important especially since all travelers still need a sense of home regardless of where they are.
Image source: caribbeantravel.com
As many will tell though, those material considerations are not as important as the human touch accompanying it. A hotel is a home away from home, and a home is made by people who care. It is the same for hotels. Genuine service is attentive, unobtrusive, and consistent. This service is also personalized as much as possible, so no guest ever feels like just another cash cow. This implies addressing possible needs like providing a doctor and the necessary medication if a guest suddenly falls sick.
John Jefferis has been in the Bermuda hotel and resort scene for years. For more on his field of expertise, click here.
