First Impressions Count: Crafting Memorable Moments in Hotels

 When was the last time a hotel made you feel something?

I want you to think about this because by creating emotions, you can create memories. Hospitality has an incredible opportunity to do that, but it's not that common - even among the most beautiful, luxurious hotels.

Today I want you to learn what an MTV producer-turned-Director of Wellness Programming, Susie Arnett, learned from unboxing an iPhone that can guide the way that you design moments to delight your guests.

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FEATURE STORY

First Impressions Count: Crafting Memorable Moments in Hotels

with Susie Arnett, Director of Wellness Programming at Six Senses Hotels, Resorts & Spas

In this episode, Susie Arnett, the Director of Wellness Programming at Six Senses Hotels, Resorts & Spas, shares what she learned from unboxing an iPhone that can guide the way you design moments that delight your guests.

Listen to our conversation here now

Here are some takeaways from our conversation:

• Craft Memorable Entry Experiences: Just like the anticipation and satisfaction of unboxing a new iPhone, focus on the guest's first interaction with their room. Consider the tactile and sensory elements of opening the hotel room door to create an impactful first impression.

• Engage All Senses: Pay attention to the details that affect the senses upon entry. What is the sound of the door opening? What scents greet the guest? What is the first thing they see? These elements can significantly influence the perceived value and quality of the stay.

• Cater to Individual Preferences: Recognize that guests may have different priorities upon arrival. Some may be drawn to the bathroom amenities, others to the comfort of the bed or the view from the window. Personalizing the room experience can enhance satisfaction.

• Create 'Wow' Moments: Go beyond the expected luxury elements and add unique touches that surprise and delight guests. This could be a special treat, a personalized note, flowers, or a unique amenity that stands out.

• Optimize Every Touchpoint: Luxury is in the details. Ensure that every aspect of the room, from the mini-fridge contents to the bedding, contributes to an overall feeling of exclusivity and care.

• Evaluate All Guest Interactions: Regularly assess not just check-in and check-out experiences but also other moments throughout the guest's stay. Look for opportunities to enhance these interactions and leave a lasting impression.

• Invest Where It Counts: While it may not be feasible to apply the highest level of detail to every room, identify key areas where investment in the guest experience will have the most impact. Use these as opportunities to differentiate your hotel from competitors.

• Empower Your Team: Ensure that all staff members understand the importance of these moments and are trained to deliver them consistently. They are your frontline in creating memorable experiences for guests.

Listen to our conversation here now

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