The local hotel I frequent has recently been refurbished. It is very nice. The bar / coffee area is tasteful and comfortable and even the toilets are impressive. The restaurant is as nice looking as any you will find in the city. But it's not enough.
This morning I suggested to them that they should have free Wi-Fi and that if they did I would probably spend a lot more time in their hotel. My suggestion was met with disdain, where I was told that free Wi-Fi would only encourage free loaders that sit all day buying nothing. Now the fact that between 9am and 12pm I am usually the only person in the place, out numbered by staff about 10:1, seems to have escaped the deputy manager.
The point of this rant is that, it's all about people. As a customer I was poorly handled by a person who thinks that it is sufficient to have nice bathrooms and chairs. It completely escapes her that her attitude and how she treats me, is far more important than their carpet. It doesn't matter what kind of business you in if you forget that it's all about people, then you are in trouble.
Well said! And of course, that attitude will permeate all the staff.
Do they never have people actually staying at the hotel? I'd imagine the majority of business travellers and an ever increasing number of tourists will use free wifi as a decision point in selecting a hotel - everyone I know does.
Posted by: dwlt | May 29, 2006 at 08:25 PM