We spend so much time talking about room categories, amenities, technology, design, rates, upgrades and everything else that goes into building a hotel experience.

All of that matters, of course. But when I think back on the hundreds of hotels I've stayed in, very little of that is what I actually remember.

I remember people.

I remember the employee who went completely out of their way for me. I remember arriving after a terrible travel day and someone immediately recognizing that I needed help. I remember the hotel that screwed something up and handled it so well that I actually thought more highly of them afterward. I remember small gestures that probably cost almost nothing but somehow became the thing I told people about when I got home.

And that's really what I was thinking about when I put this together.

We put enormous effort into creating the stay, but how much thought are we putting into creating the memory of the stay?

Because nobody goes home talking about how much closet space they had. But they'll absolutely tell someone about the person who made them feel welcome, the unexpected thing the hotel did for them, or the moment that made the entire experience feel different.

That's the part of hospitality you can't really put on an amenities list. And ironically, it might be the most valuable thing you're offering.

If you like the way I look at the world of hospitality, let's chat: scott@mrscotteddy.com

Scott Eddy - Follow
Hospitality’s No-Nonsense Voice | GAIN Advisor | Podcast: This Week in Hospitality | I Build ROI Through Storytelling | #4 Hospitality Influencer | #3 Cruise Influencer |🌏86 countries |⛴️123 cruises | DNA 🇯🇲 🇱🇧 🇺🇸