Take a holiday... at your place!

It sounds crazy but the best way to keep up quality assurance at your property is to become a guest.  As an owner or manager we are often blind to all the little things that may affect our guests view and opinion of our property.  At least twice a year we should take the time to review every aspect of our product and how we present it to the public.

So, switch on the answering machine, pack an overnight bag, drive around the block and then spend 14 hours being a pampered guest.  You will be amazed at what you discover when you look at your property with fresh eyes.  Here’s a step by step checklist to get you started:

- What areas do your guests walk through to get to their accommodation?  Are they cluttered, does it smell nice, what is their first glimpse of their room? Do they see a wonderful view or the next door neighbours washing?

- Think about how a typical guest checks out the room.  Is the light switch in easy reach? Is there somewhere logical for them to put their bags?  Is the bed well dressed?  Is there a strong theme or consistency in the décor?  Is the room cold or too hot?  What about the bathroom?  Are there enough towels?  What about hairdryers?  Are there too many vanity products, are they out of date or old looking. Is the bathroom sparkling clean?

- What about electrical equipment?  Do light bulbs need changing, do all the power points work?  What about smoke alarms and general visitor safety?

- Is there anything that will need explaining such as available TV channels, how to work the air conditioner or a hidden cupboard with all the crockery?

- Now act like a typical guest and throw yourself on the bed.  Is it too hard, too soft or just right?  Are there enough pillows, especially if the TV can be seen from the bed?  Is the bed linen appropriate for the season or weather you are experiencing? Are the bedside lights located so they shine light on a book?  Can the light switched be easily reached.  Are the pillows lumpy?  If there are dressing gowns are they fresh and clean or looking a little dated.

- After that long drive around the block you are probably ready for a cup of tea.  Is this a brand you would like to drink or have you cut costs and gone for generic brands?  Is this the right brand of tea or coffee for your target market?  For instance a $300 night guest will expect fresh ground coffee or gourmet teas whilst a $60 a night guest may not have such high expectations.  If you provide snacks or biscuits are they appropriate for the target market? 

- Now you are ready to plan your next days activities, is there up to date tourist information or perhaps suggestions for dinner.  If there is a room compendium is it interesting to read or is it standard motel fare?  After a strenuous evening being a guest it’s time to head for bed and the real test.  Do the blinds close properly, are there any weird or loud noises from appliances, pets or livestock that will need to be explained or stopped.  Do you have enough blankets; is it too hot or too cold?

- Now for the final test.  The shower or bath; does the shower spray soak the towels, can your guests see in the mirror to shave? Is there enough hot water? 

It’s easy to assume that guests will tell you when things aren’t working but it’s a sad fact of life that most will suffer in silence rather than “make a fuss”.  Some even write a polite message in the visitors book even though there were one or two problems!

This simple check will show up any problems so they can be fixed. And even if they can’t be fixed they can be explained. It’s all about setting your guests expectations.

On a personal note, here are a few of my pet peeves that could have been solved if the business owner had taken the time to experience their own hospitality.
- Four remote controls, one TV and no explanation
- Ice block trays with frost bite and stale ice
- A fridge compressor that cut in and out every ten minutes all night
- A lovely cheese platter which had been put in the fridge complete with biscuits that went soggy
- A bedside light switch hidden in a secret compartment inside the bed head
- Shower taps that turned anti clockwise … OUCH
- Mirrors that have been hung by a very tall person
- A hairdryer but no power point that is near a mirror 
- An iron covered in black bits that are guaranteed to transfer onto my new white shirt
- A basket of toiletries covered in a thick layer of dust
- No outdoor lighting so you trip over the dog and stub your toe on the verandah when you return at night
- A television that can only be seen from the hardest chair in the room

And here are a few small experiences that made me go WOW, because the owner had taken the time to think about what their guest may need.

- A bucket and squeegee in the parking area so I could clean my windscreen after a long drive
- A “boomerang” pillow in the cupboard so I could comfortably sit up in bed and watch TV
- A slice of homemade fruitcake for morning tea “on the road”
- A bird watching book with all the local species highlighted
- A detailed list of a suggested itineraries for day trips (including great cafes) when I was staying in self contained accommodation
- A list of spots at the property and in town where I could get the best mobile phone reception

About the Author
Linda Hailey is a leading business consultant and presenter specialising in strategic planning and marketing for small business. She is the author of Kickstart Marketing, the no-nonsense system for boosting your small business. To find out more about Kickstart Marketing go to  www.lindahailey.com.au  

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