As hoteliers refresh their focus on understanding guest behaviour, it’s time to look at hotels through the customer’s eyes. For Raki R. Phillips, area director of sales and marketing at Fairmont Hotels & Resorts, the worst thing a hotel can do is over-promise and under-deliver
How do you book a hotel?
(travel agent, direct phone call, direct email, online, mobile etc.) I get in touch with my contacts in the hotel industry. If that fails, I book directly online on the hotel website.
When was the last time you used a travel agent for personal travel?
I used a local travel agent two weeks ago to book my trip to Kiev.
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Front desk or self-service kiosk – which one do you approach for check-in?
I still prefer the personal interaction and will opt for the front desk.
What’s the first thing you do when you enter your hotel room?
Jump on the bed, of course! Shortly followed by switching on the TV.
What would you prefer in your room – an espresso machine or kettle and fine teas?
Neither, I’m not a huge proponent of either tea or coffee. I would check the mini bar fridge for an ice tea.
What could you live without – in-room robe and slippers, or guest toiletries?
Guest toiletries.
What’s worse in your opinion — no spa or no bar in a hotel operation?
No bar. As a hotelier, it’s important to have a viable F&B programme to drive ancillary revenues, and a bar is crucial in that respect.
How much would you be willing to pay to use the internet in a hotel?
We’re moving into an age where charges for internet use are becoming obsolete. In the meantime, as a member of several loyalty programmes, the service is often complimentary.
How long do you wait for room service before calling to chase it?
About 40 minutes.
What item do you always hope to find on the in-room dining menu?
Apple pie, a favourite from back home (United States).
What are you most likely to complain about in a hotel?
Over-promising, such as when I’m advised that my suit will be pressed by a certain time, and it’s not delivered.
What will make you recommend a hotel to a friend?
Anytime I’m wow’ed.
What’s your hotel pet peeve?
Smoking room/floor.
What did you last pinch from a hotel?
At Fairmont Monte Carlo, I pinched F1 branded ear plugs (the race course was right outside my window!)
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