As hoteliers refresh their focus on understanding guest behaviours, it’s time to look at hotels through the customers’ eyes. For the new resident manager at JW Marriott Hotel Dubai, Richard Bleakley, the key is having staff that are always keen to go the extra mile
How do you book a hotel? (travel agent, direct phone call, direct email, online, mobile etc.)
Online, especially with Marriott as we show the best available rate.
When was the last time you used a travel agent for personal travel?
On business flying to the US last year as we have a preferred agent that Marriott uses for business travel
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Front desk or self-service kiosk — which one do you approach for check-in?
Front desk - I like the personal touch and welcome experience.
What’s the first thing you do when you enter your hotel room?
Check the temperature and see how the lights work!
What would you prefer in your room — an espresso machine or kettle and a selection of fine teas?
Personally I’d like a kettle as I prefer tea to coffee.
What could you live without — in-room bathrobe and slippers, or guest bathroom toiletries?
In-room robe — it’s nice to use hotel toiletries so you can travel without them.
What’s worse — no spa or no bar?
Depends on the reason of visit but normally I would say no bar!
How much would you be willing to pay to use the internet in a hotel?
The expectation for quick access for a limited period is FOC but to pinpoint a price is dependent on the speed, length of time and security level of the service provided.
How long do you wait for room service before calling to chase it?
If I am in a rush, I would always set the room service people a time, otherwise I will only chase them if I feel hungry and the expected delivery time has elapsed.
What item do you always hope to find on the in-room dining menu?
A light chicken salad.
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