Benin City, the capital of Edo State and the heartbeat of the nation, covers an area of approximately 1,204 sq. km with a population of about 1,900,000 people.
Aside the rich cultural heritage the ancient city is globally renowned for; this upbeat city has its skyline dotted with hotels and guesthouses of diverse types, shapes and kinds. A drive within the metropolis will reveal this much. Conservatively put, it is estimated that Benin City has over 400 hotels and counting.
Truth be told, the business or leisure traveller and even the prospective hotel guests are looking for something beyond the ordinary. We can summarize this 'something' as the hospitality experience! This factor is a sole determinant of whether your guest repeats his visit and even gladly refers your hotel to others or he becomes another one-off guest.
So what is the hospitality experience and how does it make a hotel unique? The hospitality experience largely comprises four (4) factors which are:
(1) Cool, inviting and comfortable ambiance: The impression of your guests begins from the drive through the gate, extends to the concierge at the entrance of the lobby and at the front desk where the receptionists hold sways. On a scale of one to ten, what does the ambiance say about your values? Is it cool, inviting and comfortable? Does it exude that homely feeling? Do your guests love what they see? Are they impressed by the décor, aesthetics, and its surroundings? If it’s a YES… then chances are you’ve got a truly unique hotel.
(2) Friendly and helpful staff: At View Point Hotel & Suites, we call it ‘customer-centric staff. It was James Cash Penney who said, ‘courteous treatment will make a customer a walking advertisement. This isn’t far from the truth. The porter, front desk staff, housekeepers, servers, manager and other personnel must be courteous, well-trained, friendly, smiling and ever helpful. The rule of thumb is this: they must always be available to attend to the needs of the guests and go even further by maintaining a friendly disposition always. Keep in mind that a man never forgets how he’s treated. So always treat your guests well and they’ll become repeat and loyal guests by default.
(3) Innovative amenities: Any good hotel worth its salt must provide the guest easy access to amenities that are of international standard. Here, we are referring to amenities such as spa services, gym, swimming pool, safe car parking, free Wi-Fi, fully equipped business center, shuttle/car rental services and multiple cuisine dining options, among many others. It goes beyond having these amenities; the services you provide must be outstanding in all ramifications!
(4) A penchant for cleanliness: Your hotel must be squeaky clean and neat at all times. Guests expect nothing less. The floors must be spotless and the bath tub sparkling. The hallway must shine like a thousand stars. The air within must be fresh, breezy and not stuffy. Keep in mind that many guests have transverse the length and breadth of the globe so, they are adequately exposed to hotel best practices and offerings. A squeaky clean and well-organized hotel is truly a game changer any day.
(5) Easy access to information: By this, we simply mean one touch access to the hotel’s website, alternate online presence, email address, social media handles and hotel directory for ease of service. The attention span of the average individual is decreasing by the day; therefore, information about your services must be prompt, seamless and concise. Not done. The information must be honest, truthful, and up to date. Doing this gives your hotel credibility and boosts your reputation in more ways than one.
(6) Security: No guest checks into a hotel and gladly looks forward to being robbed, harassed or heckled. The world is increasingly becoming unsafe by the day; as it is, hotel security must be top priority on a minute-by-minute basis. Tight eagle-eye security translates to comfort, safety and reassurance for the guests. Visitors must be screened and guests notified before access is granted to visitors. Loitering in any guise within the lobby or environs must be discouraged by all means.
In a nutshell, these six (6) factors are a summation of the hospitality experience, which forms the bedrock of what actually makes a hotel unique.
Are there areas we didn’t highlight? Kindly let us know in the comments section.