A business plan for hotel services should focus on adding value and maximizing the guest comfort experience as well as offering the best room rate. Guest gripes are often universal and reading your comment cards, customer surveys and talking to employees can provide clear insight into what most guests truly expect and want. There is an interesting article in The Huffington Post that hotel asset management and senior executives should read and consider when doing their annual capital and guest service improvement budgeting. For example, two complaints raised by this writer, which actually can reduce overall revenues not increase it, include: “Exorbitant breakfast room service menus – Really? $35 plus plus plus for two pieces of toast, some juice, two eggs and a sausage? Eight bucks for a coffee plus service charge and tip and tax?” “Slow, expensive Wi-Fi – If you’re going to charge $15 a day for Wi-Fi service, at least make sure it’s fast and reliable in every single room of your hotel. In fact, don’t charge for it at all.” Read more on this writer’s “15 Gripes about Hotel Rooms” and what you can do in your business plan for hotel services to improve your own amenities. On the issue of Wi-Fi, why is it that hotels sometimes charge the equivalent of 10% to 15% of the room rate for this service? Is this something a hotel management expert recommended even though it is evident from the customer comments that the charge is too high or the service is expected? Think about how many cafes, restaurants, office lobbies, etc. now have free Wi-Fi when developing your business plan for hotel services. Are you better off not charging for some amenities since more guests expect them like the free give away in rooms, such as shampoos and specialty soaps? Please don’t hestiate to share your thoughts on these issues below.
