Business hotel: the most memorable is the service

is becoming more thoughtful and personal. LEADERETTE:ARTICLE_FLAG:ADDR:ORG:TRANSLATION_ID:TRANSLATION_LANG:ISSUE:SOURCE:Original TEL:FAX:EMAIL:URL:I just finished the meeting with the client in Shanghai at noon today, and I may appear in Beijing tomorrow night to host the company reception. I also have to fly to the Hong Kong headquarters to do the annual report every week. The intense business travel life makes busy managers have to adapt to the life of "on the road" all the time, and business hotels are the stops on this road.

If it is said that for ordinary people, "feeling at home" is the highest level of hotel service, then for managers who are in a hurry and cherish their time, a business hotel does not just mean a comfortable place to live. More often, it is their banquet hall, meeting room and business center.

According to the survey of the CEConlines website, they value the brand, reputation, and star rating, which mark their own and the company's worth; they want the hotel to be adjacent to the CBD business district, and only a stone's throw away from the most important customer; Of course, they also need high-tech mobile office facilities that can handle urgent business anytime, anywhere (see Figure 1 for the survey results).

When all of these have become "what should be in the title" of business hotels, some top multinational hotel groups have begun to create more professional and personalized services to attract the favor of business elites. As a senior manager of the famous Marriott Hotel Group said: "Guests can get what they ask for, of course it's good. But if guests don't have to say what they want, they can get it, then Even better."

Consider the previous online concierge

With a click of the mouse, you can confirm the bus information for the hotel to pick up and drop off guests at the airport; The weather forecast also guides managers in the appropriate attire for travel destinations. All these services start before you arrive at the hotel.

Not long ago, Marriott Hotel Group launched a service for you program, which runs through the entire process of guests' stay, from the beginning of the reservation to the checkout. At the earliest, the original intention of the Marriott Hotel Group to activate the service system for you is to prevent guests from dialing the numbers of different departments such as catering, entertainment, business, etc. one by one when they need various services during their stay. No matter what kind of needs a guest has, just simply click the "Service Line" on the in-room phone, and a guest service coordinator will make arrangements.

Later, Rita Cuddihy, Marriott International's senior vice president of marketing, said they found that "guests often call to inquire or book certain services in order to travel more comfortably and to get the latest information about their destination." The management believes that whether business guests are satisfied with the entire consumption process in the hotel, including not only the experience at the time of check-in, but also whether the hotel information is convenient to obtain, whether the booking channel is convenient, etc., each experience will determine whether they are Would love to visit again. "According to our survey, more than 80% of guests have said that if they can book in advance for personalized service, they are very likely to choose Marriott again on their next trip," Rita said.

Therefore, according to the feedback of the guests' needs, Marriott Group will provide you with a service plan in advance before the guests arrive at the store through the network, and further upgrade it to Marriott's online concierge service. With these two services, managers receive a personalized email five days before arriving at the hotel with traffic, weather, restaurant information, and directions and map services at the destination. Moreover, you can sit at home and use the Internet to arrange special services and facilities in advance, such as room service, SPA spa, conference room, etc. You can also make some personalized requirements in advance, such as adding pillows according to your sleeping habits, booking mini refrigerators And early or late checkout, etc.

These two online services are now available at nearly 2,500 Marriott hotels around the world, including Marriott, JW Marriott, Renaissance, Courtyard and more.

Technical services available on request

In addition to requiring a comfortable, pleasant or luxurious stay experience, managers are most concerned about the hotel's business office facilities and related services. For example, whether you can surf the Internet wirelessly in the room, lobby, lounge or coffee bar; whether the broadband connection is smooth and fast; whether you can directly direct the international conference call in the room and so on. These are all essentials for a successful business trip.

In Hong Kong, Le Méridien Cyberport, which just opened in the spring of 2004, not only equipped all 173 luxurious rooms with 42-inch plasma TVs, wireless broadband Internet access and digital entertainment systems, but also in the modern bathrooms. Wi-Fi access is arranged.

In Beijing, the Oriental Grand Hyatt Hotel, which was once selected as "Beijing's Best Business Hotel", one of the most important reasons for winning the award is: "The hotel's 531 luxurious and comfortable rooms are equipped with broadband high-speed Internet access. , to meet the needs of business guests."

According to reports, the average daily utilization rate of Oriental Grand Hyatt's broadband is as high as 27.8%. Every day, an average of 80-100 rooms are online at the same time, and the average online time is also more than 50 minutes. . And even in the United States, where Internet work habits are the best, the average hotel broadband usage is only 5 percent.

"Oriental Grand Hyatt laid out a high-quality broadband network at a very high price when broadband was just beginning to be popularized." Shirley Wang, PR manager of the Oriental Grand Hyatt Hotel, said that this investment is precisely because the hotel From the very beginning, it has locked its target consumer group as business guests.

Although the technical facilities of each hotel are well-equipped, various server settings, IP address adjustment, etc., will often trouble the managers who travel between hotels. Therefore, some top business hotels have specially prepared special technical service personnel for the guests.

The Portman Ritz-Carlton Shanghai, which has won the title of "Best Business Hotel in Asia" twice, has launched a free "Technical Instructor" service program for business VIPs. These "technical instructors" who are available 24 hours a day and night have all undergone strict professional training and can solve various problems of the guests. For example, it can help guests choose a suitable computer interface, connect to the Internet, and adjust the server for sending and receiving e-mails; solve the problem of poor indoor fax; pager or cell phone.

"Business guests need increasingly sophisticated technical support, and hotels must anticipate this and provide professional services to meet their needs," said Di Gaozhi, vice president of Ritz-Carlton Group.

Tailored meeting plan

In addition to personal services for business guests, organizing various meetings of various sizes is an indicator that best shows the service capabilities of a business hotel. Now, most companies will choose to hold meetings in high-end business hotels, but this month's industry forum, next month's company negotiation, each meeting has different personalized needs, often making the managers responsible for the preparation busy Got overwhelmed. As a result, some business hotels, aiming at this kind of business opportunity, have established a special position of "conference hotel" for themselves, and are committed to providing personalized business meeting services.

IHG's Crowne Plaza Hotel is a typical example. Hope to be the first choice for business guests as a "meeting place", Crowne Plaza launched the "Conference Success Plan", which promises to provide guests with tailor-made conference plans, so that the conference can be carried out smoothly from consultation to conclusion.

"Based on a 12-month market survey, we found that most business meeting planners expect hotels to anticipate and flexibly handle their special needs," said a Crowne Plaza meeting sales manager. , "Guests' ideal meeting coordinator can handle all the details, because they themselves need to focus on the business activities during the meeting."

Crowne Plaza's meeting success plan includes a two-hour feedback service that promises guest consultation The relevant conference information such as venue, price, basic facility specifications, etc. can be answered within two hours, and a detailed conference proposal will be received within 24 hours. It is particularly worth mentioning that this hotel has specially established the post of Conference Director.

Crowne Plaza's conference director, a member of the hotel's senior management team, is the designated contact for guests throughout the process from pre-conference consultation to post-conference summary.

No matter what stage of the meeting progress, the meeting director will keep communicating with the organizer of the meeting every day and listen to the opinions of the guests; at the same time, cooperate with the manager of the market development department to coordinate the meeting and various kinds of meetings in the various areas of the hotel. related activities, and will personally handle various emergencies.

A senior hotel industry official once said that when guests stay in a hotel to enjoy service, "you can't take anything with you, but only memories". This kind of memory may come from the familiar greetings that guests hear when they walk into the hotel lobby; it may come from the elegant and warm arrangement they see when they open the room; it may come from the refreshing aroma of coffee when they have breakfast in the morning; Now, there are undoubtedly these various personalized professional services that leave deep memories for business guests.