H O L I DAY H O M E O W N E R S H I P | TA L K I N G B U S I N E S S
First impressions count Help your guests to get their rose-tinted spectacles on by carefully managing their arrival
In the distant past, when I was slim with
• Include precise instructions for where to
hair, I was the UK manager for a software
park and ensure the number of available
company and spent a lot of time travelling
places has been made clear.
in Britain and Europe. I became a fan of
• Key collection needs to be simple or if
Marriott hotels and stayed in them when I
you use a keysafe make sure it is lit by an
could, the standards and staff attitude just
outside light.
seemed to be right and somehow, I always
• It’s crucial that the property is warm and
felt welcome when I arrived.
leave a light on. • A welcome pack is now expected but it’s
On one visit, there was a book by JW
and this is where you can get consecutive
Marriott in the room which spelled out the
guests saying that it’s the best and worst
philosophy of the business including one
place they ever stayed in.
thing that really stuck in my mind - the idea
still better for it to be a ‘surprise’ rather than advertised. • Tea, coffee and biscuits all help with the mind-set and for many a bottle of wine
of the vital first five minutes. If you arrive
The property hasn’t changed, it’s simply a
at a Marriott and there’s a long queue at
matter of perception and the vital first five
• Provide essential items to get the
reception there’s a sort of panic button
minutes after arrival is when you have the
customers started - loo rolls, washing up
that they press under the desk. This brings
opportunity to steer your customers to
liquid, cloths, dishwasher tablets, etc.
staff from other parts of the hotel who will
focus on the good things or the bad. The
• Have a folder with information on who to
take you to a table and sit you down with
best way to approach this is to assume that
contact and clear instructions for the tv,
a coffee whilst they organise your check-in
people are going to arrive tired, stressed
cooker, etc.
and bring your room keys to you. Gradually
and possibly a bit annoyed. I’ve been there
a
will make all the difference.
the
many times- I promise to finish work at
The other critical area is how you respond
reception area sparkles, the piped music
12.30 so we can get away and arrive in time
to a problem. Someone needs to be
is pleasant and when you get to your room
to unpack and take a stroll before picking
available when the guest calls and if they
it is more spacious than expected and the
a restaurant for a first night dinner. What
call the agency rather than the caretaker
furnishings are beautiful.
actually happens is I get home at 2.30, I
as they often do they need to be looked
haven’t packed and I’m interrupted by 3
after rather than just told they have called
During this time of intense work I took time
more calls, I just need to send two emails
the wrong number. Keep them up to date
out by performing as an amateur comedian
and we hit the road at 3.30 ensuring that we
on the progress to resolve an issue and call
and encountered a phenomenon that was
catch the traffic. Now we have to stop on
to check things are OK afterward. All of this
also a great lesson - you could say exactly the
the way down, pay too much for some poor
costs very little and will help ensure a happy
same words on two consecutive nights, get
food and arrive in the dark - the stage is set
experience for your guests so they things in
an ovation for one performance and face the
for a bad experience.
the most positive light possible.
magical
change
takes
place-
agony of silence 24 hours later. Something was subtly different for the audience which
As my wife gets the accommodation details
completely changed their experience.
out (or tries to read them on her phone as I forgot to print them) I grip the steering on
wheel with white knuckles praying that I
Sandbanks means we spend our lives
didn’t cheap out too much on the booking
dealing with glittering palatial homes but we
and try to remember if there was proper
actually manage a full range of properties
central heating or parking.
You
might
imagine
that
working
including some that haven’t been updated for 20 years plus. Building standards in the
Applying the ‘Vital first five minutes’ rule
60s and 70s when some of the blocks were
to a holiday property:
Simon Tolson owner Rumsey of Sandbanks.
built left much to be desired so cracks, leaks
• Make sure that you give clear directions
Contact Simon on 01202 707357
and flaky paint are commonplace. We do
to the property and that the full address
simon@rumseyofsandbanks.co.uk
what we can but they can never be perfect
and postcode are on the confirmation.
www.rumseyofsandbanks.co.uk
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H O U S E- M AG .C O.U K
