Published on: July 29, 2010Now available on iTunes…
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Hi, I’m Kevin Coupe and this is MNB Radio, available on iTunes and brought to you this week by Webstop, experts in the art of retail website design.
There was a good story in USA Today this week about Hyatt Hotels, which, it said, increasingly “is challenging hotel traditions as it looks to “reinvent the hotel stay.”
In select locations, the company is doing away front front desks, giving away freebies such as minibar snacks, and even offering reduced housekeeping services as a way of both going green and reducing labor costs.
This last one may seem a little odd, but when I was in Australia last month one of the hotels in which I was staying did precisely this - if I hung a card on the doorknob, housekeeping wouldn’t even come in. I didn’t need the sheets changed and the towels were plentiful...and so I opted not to have housekeeping services. It was fine for my needs and I felt environmentally pure about not getting fresh towels each day...though I must admit that it would have felt even better if they’d taken a few bucks off the bill for people opting not to use housekeeping.
One of the other things that Hyatt is doing in its boutique Andaz chain of hotels is doing away with the concierge desk...and empowering groups of hosts to take care of such needs, or any other needs that guests might have. This plays right into the company’s overall hiring approach - the story notes that “Andaz emphasizes personality for all positions,” because every employee is considered to be “on” whenever and wherever they are at work. (Now there’s an approach worth emulating.)
Now, I’ve mentioned this trend before, raving about the Aloft chain, which also has an unconventional approach to the hotel experience. But here’s the phrase worth noting - and remembering - from the USA Today story:
Hyatt “is challenging hotel traditions as it looks to “reinvent the hotel stay.”
That’s something we all should try to do - and not just once in a while or once a year or once in every year plan.
But constantly and consistently, questioning the sacred cows of our businesses and seeing if we might be able to do things smarter, faster, more effectively...even if it means departing from tradition every once in a while.
It keeps us from getting stale in the eyes of the consumer, and it keeps us from getting caught in a creative rut from which escape can be difficult.
Beyond that, I think, it just makes work more fun.
Anyway, that’s my Thursday morning “Eye-Opener” on MNB Radio. I’m Kevin Coupe.
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