Even hospitality leaders have their favorite spaces and places. One of my very favorite hotels to stay at is the The Manhattan Club in New York. Why? The amenities are nice, the location is great, the rooms are large, they have the American Leather Comfort Sleeper to accommodate my three children. Quite frankly, however, while all of these things are amazing, this is not the reason why my family and I love it so dearly.
The majority of hotels offer the same things on a surface level. One hotel may have a better pool or bigger rooms, but what makes The Manhattan Club different is that everyone welcomes me back by name during every stay as if I am coming home. The bellmen know small details about what my children are up to, and I know the concierge has a teenage son. Each time I walk into The Manhattan Club, it is like a reunion of old friends. It is so refreshing to have an entire staff genuinely take an interest in how my family and I are doing. In return, I genuinely care how they are doing. This is the essence of the hospitality industry and the values it was built upon.
The hospitality that’s shown to me time and time again at The Manhattan Club reminds me of the television show Cheers. While this hotel offers wonderful amenities, my family and I frequent it more so because of the relationships we have curated with the staff. In a similar way, it’s why people always go back to the bar in Cheers. The guests feel significant when they arrive. You may find a “better” bar somewhere else, but the human connection is what keeps people going back. Service in hospitality creates brand loyalty.
Make your guests’ visits memorable. Genuinely care for your customers. Know their names and how many children they may have. Care for them as if they are your closest friends.
The best way to outshine your competition is not by having a better pool or bar. It’s by caring for the guest and making hospitality and service your top priority.
