The easiest way to inrease or decrease revenue

What differentiates a 4 or 5 star hotel from the other cheaper hotels? That they provides uniqe experiences to their quests. The aim is to make their customers loyal, because those guests will come back and stay again in one of their rooms. They will tell to their family, friends about the experience that they had. They may share pictures and memories on their blog, facebook, instagram and so on, which is the cheapest advertisement for us. So, it is almost the easiest way to increase or decrease revenue.

Now, I would like to discuss experience types, that a hotel can give to their customers according to 2 models. As I see we can divide the experiences into 2 parts. The first is „Service experience”, and the other is „Transformational experience”. The biggest different is that you get service experience probably in every hotel. However if you want to get transformational experience you must go to a high rated hotel. The other difference is that service experience is low cost experience and transformational experience costs a lot both to the hotel and to their customers.

Furthermore I would like to implement this point of view to Maslow’s hierarchy of needs piramid. In my opinion, we need to satisfy the first 3 levels and than we are still only giving Service experience, but if we can reach the 4th level than we can provide transformational experiences to our guests.

To satisfy the physological needs:These are the basic things. For example, keep your hotel clean and also check that the rooms are always perfectly clean. Have good smell everywhere in the hotel. Have comfortable beds in the rooms. Be sure that everything is quiet at night. The water need to be clean and the food tasty. Have non-smoker rooms and do not allow people to smoke in the public areas, only outside. Check that the faucets are not leaking, because during the night that can be the most annoying sound.

To satisfy the safety needs: People need to feel that they are in in a safe place. For instance, the hotel need to be safe for little children. Have cameras near the entrance, the car park, in the hall. The neighborhood have to be safe. Have well-fitting doors. Have a safe almost in every room. Have a doorman and security guards. In the restaurant, indicate allergic ingredients on the menu. Put only good quality ingredients to the meals.

To satisfy the social needs: Every worker must be friendly and nice with the quests. They need to feel professionalism, warmth, acceptance and that the hotel employees are really paying attention. Furthermore, the hotel’s atmosphere should be enjoyable. In this section the point is to train your staff and to make sure that everyone everyday try to make his/her best. If you are the boss you need to know your guests but even more your employees.

To satisfy esteem needs: Your guests must feel that they are people not just problems that need to be solved. They need to feel that they are important. It’s good if the receptionist can remember to things about the hotel’s regulars(the hotel’s PMS can help them also, but it’s nice if they can remember to the dialoge that they had last time.) It is also a good idea to ask the guests to tell more about them when they are doing the reservation. (For instance: Are you visiting our hotel because of a special occasion, like anniversary or birthday?). In this level personalisation is needed. One of the articles says that your staff need to go extra mile, like if a guest asks for paper offer them to get paper everyday without asking. However, as I see this kind of kindness can be too much.

To satisfy self-actualization needs: This is the last level, that not easy to reach. Make guests feel relaxed and also entertained. Make them to feel that what they are doing is productive. This can be some educational experience, that should also entertain them.

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