We all know that the only way to attract and keep your clients is to offer them memorable experience of staying at your hotel, which means anticipating and fulfilling the guests' needs.
Unsurprisingly, almost every hotel claims that they are doing their best to recognize and fulfill their guests' needs. At this point, you are no different than the other hotels unless you really figured out what are the real needs of your clients.
We learnt that in economic terms the resource we have is limited. We have limited staff, limited cash flow, limited space and limited time. So whatever you want to invent to succeed in anticipating guests' needs, you need to consider the opportunity costs. For example, you have renovated the absolutely gorgeous interior of each single bedroom and every room is uniquely designer-made. In doing so, you think you successfully attract the target audience, but at the sometime your sacrifice will be having a huge maintenance team just to work on how to maintain each single room (but you may could have having simpler unified rooms and hiring more front-line staff to deal with guests' requests).
Four Seasons, as one of the best hotel chains in the world, is always strategically working on how to tackle guests' needs and solve them in more concrete terms. For example, by understanding the needs from business travelers who have to stay in contact with their business all the time, Four Seasons proposed to provide them an environment of "an office away from office". If the need of today's business travelers is to "stay connected", then the whole focus should be how to strategically solve and provide them a solution to "stay connected". Providing free WiFi? It is out-dated already (Although many hotels are still charging a fee for it). Four Seasons understands the value of time of their business clients, and combine this need with the need of "stay connected", and created the offer of "ultimate mobility" that business travelers can do Skype check-in while they are on the way to the hotel. On top of that, at Four Seasons Beverley Hills, guests can have access to unlimited Wi-Fi in a Four Seasons Mercedes van, so that last-minute briefing or group meetings can be seamlessly done on the go.
This is just some simple examples of "looking into guests' needs". When we want our business to be successful, we really have to look around and learn from the benchmarks.
To read more about the Four Seasons' new mobile technology innovations, please click here
Unsurprisingly, almost every hotel claims that they are doing their best to recognize and fulfill their guests' needs. At this point, you are no different than the other hotels unless you really figured out what are the real needs of your clients.
We learnt that in economic terms the resource we have is limited. We have limited staff, limited cash flow, limited space and limited time. So whatever you want to invent to succeed in anticipating guests' needs, you need to consider the opportunity costs. For example, you have renovated the absolutely gorgeous interior of each single bedroom and every room is uniquely designer-made. In doing so, you think you successfully attract the target audience, but at the sometime your sacrifice will be having a huge maintenance team just to work on how to maintain each single room (but you may could have having simpler unified rooms and hiring more front-line staff to deal with guests' requests).
Four Seasons, as one of the best hotel chains in the world, is always strategically working on how to tackle guests' needs and solve them in more concrete terms. For example, by understanding the needs from business travelers who have to stay in contact with their business all the time, Four Seasons proposed to provide them an environment of "an office away from office". If the need of today's business travelers is to "stay connected", then the whole focus should be how to strategically solve and provide them a solution to "stay connected". Providing free WiFi? It is out-dated already (Although many hotels are still charging a fee for it). Four Seasons understands the value of time of their business clients, and combine this need with the need of "stay connected", and created the offer of "ultimate mobility" that business travelers can do Skype check-in while they are on the way to the hotel. On top of that, at Four Seasons Beverley Hills, guests can have access to unlimited Wi-Fi in a Four Seasons Mercedes van, so that last-minute briefing or group meetings can be seamlessly done on the go.
This is just some simple examples of "looking into guests' needs". When we want our business to be successful, we really have to look around and learn from the benchmarks.
To read more about the Four Seasons' new mobile technology innovations, please click here
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