To coincide with International Day of Happiness on March 20, Oaks Hotels, Resorts and Suites has taken a closer look at what makes people happy, including in the guest experience.
Oaks Chief Operating Officer, Craig Hooley, spoke to HM about the important elements that contribute to a happy hotel experience.
What are the most important elements of the hotel experience that translate to overall guest satisfaction?
Space: the space to unwind, stretch out, work, play and rest. Especially when travelling with larger groups or families, having plenty of personal space contributes to overall happiness/satisfaction. Oaks offers serviced apartment accommodation with full kitchen access, laundries and desk spaces.
Essential comforts: it’s the high-quality basics that make for a satisfying stay – a comfortable bed and pillows, high standards of cleanliness and friendly staff.
A welcoming smile: genuine, down-to-earth service from the moment you arrive and throughout the stay is key for guest happiness/satisfaction. Guests want to feel valued and important by staff who are intrinsically connected to their local areas and can recommend authentic experiences.
Delicious, genuine food: Guests appreciate options when it comes to their meals, whether it’s eating out at a local restaurant, or having the option to cook in-room or order in, if feeling like a cosy night on the couch. Most Oaks properties offer full size kitchens where guests can whip up a feast. Alternately, door to door delivery is available through Oaks’ integrated F&B options or with our home delivery partners.
How do guest expectations vary through different age brackets?
Younger guests are after convenience – the ability to order room service from integrated F&B options or home delivery companies. They also want authentic local experiences and recommendations from knowledgeable staff who can direct them to these experiences. Social media is a key consideration for younger guests when travelling and so properties with ‘Instagram-able’ spots throughout the hotel are also desired. Older guests expect plenty of space and high-quality essential comforts.
How do guest expectations vary between corporate v leisure guests?
Corporate guests are after convenient in-room dining options, should they wish to eat in the room after a long day of work. They also appreciate the separate sleeping and working arrangements to ensure that working from their room is comfortable. A clean room and comfortable bed is also a must for corporates who may not spend much time in the room except to sleep. They also appreciate laundry facilities in room, so that they can wash their clothes on a longer business trip.
Leisure guests expect great resort facilities such as lagoon pools, gyms, saunas and communal areas where groups can meet and mingle. They also appreciate personal space when they are travelling with groups, so the offering of everyone having their own bedroom and bathroom is also something that makes the experience far more comfortable. They expect plenty of options when it comes to in-room entertainment, which makes Oaks’ partnership with Foxtel so appealing for those after some down-time in room.
What are some easy wins for hotels to make guests happier?
Rooms cleaned and sanitised to the highest standards; great facilities to enjoy with family and friends; comfortable beds; plenty of in-room entertainment options, including Foxtel.
Plenty of options for F&B, whether its great local restaurants located close by to the hotel, home delivery partners or full-size kitchens for those wanting to cook themselves; and genuine, down-to-earth service from staff.