Home' micenet eMag : micenet August 2018 Contents TOP FIVE | JILL VARLEY
MANAGER, INCENTIVES AND
FREELANCE EVENT MANAGER
1 More power outlets positioned in logical places - In this day and age we all typically
travel with multiple devices. In the guest room we unpack, set up our mobile office and
sit at the purposely build desk to only discover one power outlet for the lamp, or, if you
are lucky to find a second outlet, in an awkward position (under the table). It’s
astonishing how many hotels still don’t have more than one or two power outlets. Most
of the time the lamp is not plugged in because other guests are unplugging it and
housekeeping generally forget to switch it back on. Providing a simple multi-plug power
extension in the room would solve this problem.
2 Adequate lighting solutions - From the bathroom to the bedroom, it is either too dark,
or too bright. Hotels engage with lighting specialists to define the ambience and to
ensure it fits the overall design concept (of a hotel) in public areas and guest rooms.
Conference spaces also invest in quality lighting to enhance delegate experience.
Lighting needs to be multi-purpose: bright enough to work and dimmable for relaxation.
In addition to the standard in-room light switches, one well placed easy to use master
switch to control all the lamps would alleviate a lot of hassle flicking switches on and off
trying to figure out what controls what.
3 Brand signature, style and comfort - Hotels that have a consistent signature scent
associated with their brand identity when entering a hotel - the first scent I experience -
certainly influences my first impression. It’s a detail that may not be noticed by some
guests, but to those in the know, it’s yet one more positive indication of a hotel’s
attention to detail. It is so important to have a bed of good quality that is clean, well
maintained and designed for a restful night’s sleep. I love hotels that show initiative by
creating signature bedding to ensure you experience absolute comfort.
4 Quality and service has stood the test of time - Five star hotels are aesthetically
impressive but more importantly it is essential that the service is impeccable. First
impressions matter; they impress. I expect a warm welcome, a friendly face, and
attentive staff who are engaging with guests and genuinely care about what they do.
The little things really count, like addressing you formally whenever possible from check
in to check out. This simple act of respect for guests makes you feel wonderful,
appreciated and comfortable in their ‘home away from home’.
5 Internet - While I appreciate a hotel need to run its operations commercially, internet is
now something experienced for free in many spaces. This cost could easily be factored
in to the overall room rate or spread across general operational costs and presented to
guests as ‘complimentary’. Internet is not a ‘special’ service any more it is part of
everyday life and road blocking it ‘in room’ does not win guest satisfaction.
1 Read the brief – Give it some thought and ask questions if necessary rather than churn out
proposals to a time frame and please don’t provide the quote on the number of anticipated
guests as your minimum numbers, we only have to come back to you and re-negotiate.
2 Make life easy for the organiser from the start – Understand the event and send out all
the standard necessary information at the start of planning, e.g. delivery details, group
check in arrangements, business centre/printing facilities, etc. Why make the organiser ask
for everything line by line when these could be easily updateable fact sheets and templates
rather than endless emails of questions and follow up answers?
3 Answer all the questions – When it gets to more detailed planning, please answer all the
questions and don’t ignore the ones you can’t answer.
4 Accessible and attentive floor staff - Be available at the end of a mobile phone and please
don’t make us call a desk to send you a message which we aren’t sure how quickly you
will or won’t get. We all know it’s hard to get the temperature right, or let you know the
event is running early or late for a meal break and it makes life easier for us all. I remember
every hotel where the floor staff service has been amazing and I’d jump to go back to them
as a first choice – easy repeat business for you.
5 Abolish technician on duty charges - An ongoing bug bear, especially when you’re given
someone who cannot be found or knows less than your own team. m
micenet | 93
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