For hotel cosmetics, quality is of the utmost significance. But what exactly does quality mean? In Latin, the word refers to “the constitution” of something. Thus, the initial, neutral meaning of the word indicates the nature of a product or service. Whether a quality is defined as good or bad depends on the degree to which customer requirements have been met and an added value has been created. In other words, quality substantially lies in the eye of the beholder. A company that wants to produce ‘quality’ must accommodate the wishes of the customer.
Quality in the hotel bathroom carries over to the entire hotel
Guests associate factors such as the cleanliness of a hotel bathroom and the quality of the bathroom amenities with the overall standard of the hotel itself. All these points identify what they, as guests, are worth to the hotel. If the impression is first-class, then the hotel’s image and customer loyalty will clearly benefit.
The hotelier must decide what choice of products will create a superior impression on his guests. In our experience, hotels which provide exclusive and customized private brands have the most favorable effect on guests. Guests feel that they are special, and this inevitably results in a stronger customer loyalty. In addition, these hotels distinguish themselves clearly from their competitors. If a hotel decides against a customized version, there is always the choice of using the positive image of well-known fashion and lifestyle brands to underscore its competence and class.The most important factor is that the cosmetic series match the individual hotel and its clientele. Guests are known to be discerning; they will notice immediately if something is inconsistent.
A hotel that follows a green, sustainable policy must ensure that its commitment is apparent and tangible internally, too. An ‘eco-hotel’ can only be credible if, for instance, the body care products in the bathroom are ecologically sustainable, the towels are changed only on request of the guests, the chocolate on the pillow originates from ‘fair trade’, and the pool is heated with solar energy. Transparent guest information about the hotel’s ‘green’ activities increase the awareness and significance of these measures. Special attention should be paid to suppliers, since the hotel’s ‘green’ quality is only as good as that of suppliers. All suppliers must, therefore, comply with the standards of the hotel’s own credo of values.
After more than two decades of experience in the hotel industry, Anett Moritz founded Moritz Hotelconsulting in June 2005. The company consults hotel and restaurants in various fields, such as coaching start-up entrepreneurs, quality management, planning and controlling, marketing and sales.