Author
Symmons Industries
From training cast members, that is, Disney employees, to go out of their way to greet and engage with guests to considering guest convenience and comfort as a key service, Disney properties around the world set a very high standard for hospitality. While some changes to the “Disney Way” require retraining or hiring changes or simple attitude changes, a fresh focus on convenience and anticipating guest needs goes a very long way towards creating magic on your own property.
Preemptive Service
Not only complying with client and guest requests but anticipating and fulfilling them before they happen is a hallmark of Disney hotels and service at all levels. A recent stay at a Disney Resort yielded just this kind of experience for one family.
A call from the concierge desk alerted the family to a problem. They had left an expensive camera in the hospitality club level of the flagship Grand Floridian resort. Instead of just relegating this piece to the lost and found, the concierge staff powered up the camera and recognized the guests and were able to contact them before the family even realized the piece was missing. While not every organization will have this opportunity every day, the staff issued an immediate response to a potential loss that would have disrupted and disappointed the vacation experience.
Anticipating that a large family might need more towels or toiletries or determining that the business traveler who has asked for a taxi on mornings one, two, and three might need one on morning four will help you make a lasting impression – and cement loyalty for a very low cost.
Public Restrooms Galore
It’s one of the most popular destinations on the planet, so it is not surprising that the theme parks and resorts also feature abundant restrooms that are clean, well themed, and up to date. From hotel lobbies to restaurants and even in the heart of the lands themselves, Disney’s attention to detail shines in this unexpected and often-overlooked space. Dedicated bathroom personnel, regular renovations and updates, and touchless fixtures ensure that even these humble rest stations are up to the Disney level of quality and service.
On-Site Convenience
Underneath the check-in counter, concierge counter, and the sales counter at virtually every Disney ride, shop, or hotel is a bin of first aid and convenience items. At deluxe resorts, these are dispensed free of charge and include everything from single packs of NSAID pain relievers to bandages and toothpaste. These items are available for a nominal fee in the parts and value resorts, making it easy for guests to get what they need without leaving the park.
Duplicate this experience by dedicating a gift shop shelf to these small but useful items so that guests can access what they need without leaving your hotel. Simply stocking these items is useful and memorable. However, making simple odds and ends available for free will create a lasting impression of your brand and won’t add much to your overhead.
Comforts of Home
The days of the boxy, cramped room are over. Including kitchenette or bar amenities elevates even a standard room into a useful suite. Disney’s Art of Animation, launched in 2010, has proven to be incredibly popular with a key demographic: families with kids.
By incorporating a kitchenette area that takes up the space of a small bureau and incorporating a kitchen style sink, cabinet microwave, and built-in fridge, the hotel makes it easy for guests to spend more time on the property and builds in added value. Upsells in the form of microwavable treats and snacks are readily available in the food court and gift shop, and guests are able to buy and store cold items with ease.
Incorporating a kitchenette style countertop with sink, coffee maker, and other conveniences enhance the look and feel of your rooms and dramatically increases their appeal. As a bonus, families traveling together have a second sink to get ready at in the morning and speed their way to their ultimate destination.
Anticipating guest needs as a whole and for individual parties can go a long way towards establishing your brand as a “must visit” destination. Little touches have a significant impact when it comes to the guest experience. Everything from the setup of your rooms to the attitude of your staff can create an engaging and memorable experience for your guests. Thinking about their needs ahead of time makes it easy to create magic moments seemingly on the spur of the moment for your own guests. To bring memorable, unique touches to your hotel’s faucets, shower systems, and bath accessories, speak with one of our Symmons Hospitality experts.
