I just realized I submitted this last week through sakai, sorry.
Brendan Berl
Hotel & Motel Magazine
Why check-out is always as important as check-in
April 10th, 2010
The author, John Ely, starts off his article with an experience he had when he traveled to a very ‘haunted’-looking hotel to stay while he attended a 4-day tradeshow. He explains how excited and energetic he was when he first arrived. He didn’t know what to expect and all he got was this haunted vibe from the place. But when he left, he talks about how drained he was; but the smiles of the employees revitalized him. Ely found it strange how he noticed their smiles and demeanor so much more when he left than when he arrived. He says it was like he needed to see that friendly smiling face to give you a sense of family and familiarity.
It’s hard for me to connect with his disposition, as I only go on vacation to relax. The only time I have ever left a vacation exhausted was from all the walking in Italy, but I never took the time to notice the friendliness of the employees, or lack-thereof. He is completely right when he says that check-out is the last opportunity for you to show the guest that you care and really do want to see them again. A faulty check-in can always be overpowered by a flawless check-out or in-house experience. If you had to bump the guest to a smaller room, they may feel ill-seated about it for a little bit; but if you provide them with the right experience, they can leave happier than when they arrived.
Ely later brings up how many of the same techniques are used at the end of the stay as at the beginning, like using the guest’s name. These things can immediately make the guest feel welcome at anytime, and will likely bring them back, gaining you a new loyal customer. Many hotels today even reward their repetitive customers. The Marriott Courtyard will offer them a choice between Reward Points, a welcome package, or perhaps something they can offer from within the hotel. But, like Ely, a guest might not be as interested at the end of the stay, and will likely need you to be a lot more efficient and energetic. If they guest feels like they are being rushed out to ‘make room’ for new guests, they will feel underappreciated. These guests may never check-in to your hotel again.
Hotel & Motel Magazine – Checking Out
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