MarketScale Hospitality, 12/4: What a Guest Wants

 

Much of what is done in the hospitality industry centers around one very important question: what does the guest want? It’s an important and difficult question because the answer will differ slightly for every consumer. Some like it hot, some like it cold. Some want a steak dinner, others not so much.

On this episode of the MarketScale Hospitality podcast, we talk to three individuals who specialize in different spaces of the hospitality industry but are all working towards the same goal of meeting the needs of guests.

Look Good, Smell Good, Feel Good

People travel for a variety of reasons; business trips, vacations, weddings, etc. One of the challenges for travelers is ensuring that their outfits look just as good on the road as they do at home. That’s where Adam Miller and Tersa Steam come into the picture.

Adam joins the podcast to talk about Tersa’s desire to reduce guest reliance on dry cleaning and ironing, giving them a more convenient option to look their best.

“Expectations as far as clothing care when you arrive at your destination are pretty low,” Miller says. “Of course, most places offer outsourced laundry and dry-cleaning services. Those cost a fortune and, of course, now you have to call down and wait hours to have your garments taken care of.”

Adam believes Tersa can offer a better solution that’s more convenient for travelers and adds value for hotels, allowing them to provide the same comforts that guests are accustomed to at home.

Faces of the Industry

Josh Williams is the Front of House Manager for The Ritz-Carlton Dallas. He joins the podcast to talk about what he’s learned in his multiple jobs in hotels, his goals in the industry, and the challenges he faces on a day to day basis.

“Every guest has a different definition of what they see as quality,” Josh says. “We really work to exceed guest expectations.”

Honing in on exactly what’s important to each guest is a huge part of Josh’s job. It means every day presents a different challenge and looks a little bit different.

Why Locally-Sourced Looks Good to Guests

An emerging trend across the industry iis the interest among guests in knowing where their food and goods come from. What is driving this trend and how can those in the hospitality industry prepare to answer these types of questions from consumers? Dr. Carl Borchgrevink joins the podcast to share his expertise on the topic.

“Guests like to know where the food came from, they like to support their local environment, or their local farmer, or local business,” says Dr. Borchgrevink. “So, people are increasingly expecting you to source locally, or if not, to know exactly where the food came from.”

This creates a different set of challenges, but it’s another potential answer to the question of what guests want when they set foot in your establishment.

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