Intentionally designing your hotel’s first impression
August 28, 2012 | Hotel Marketing
Smart hospitality leaders know one thing for sure: a great guest experience begins with a great first impression. Hotels everywhere are energizing their efforts to “dazzle guests during the first, crucial 15 minutes of their stay - or at least avoid annoying them.
What’s the big deal with first impressions? And why is it absolutely bloody critical to intentionally design a great one?
The first impression of a person, product, or place sets the bar for any relationship. When you raise the bar, and manage to keep it there, odds are you can build an enduring relationship with a customer. Plus, today, first impressions are even more critical because of social media. People can tweet and post Facebook updates about an experience in real time. Their first impression - good or bad - can be broadcast in an instant to hundreds or even thousands of people.
It’s been said that the first impression is the last impression. In the hotel world, one high-end executive puts it this way: “If you lose them at the beginning, it is very hard to recover. In their mind they’ve decided it is a bad hotel.”
Get the full story at Forbes
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