Table of contents
Personal space = safe place
Reputation goes up by securing personal space
When a customer evaluates a facility and equipment, the facility is considered to be an inn building itself or a floor plan, and the equipment is considered to be functional equipment such as a TV and furniture such as a bed.
However, customers are not thinking about the building itself or the floor plan. Whether the building structure seemed sturdy. Whether the building was deteriorating. Customers will remember and rate whether the inn was a safe facility.
The building itself cannot be rebuilt. But, by securing a personal space for each customer, it can be evaluated more effectively than making the building sturdy.
Personal space is the sense of distance that each person has. The sense of distance is the distance from others that we feel safe. On the other hand, people feel dangerous when they are too close to each other.
If we can secure a personal space for each customer in the inn facility, the customer would think that this inn was a safe facility.
Devise the intangible factors
To secure customers’ personal space, the larger the facility itself, the better, but the size of the facility is limited.
Therefore, it is necessary to devise measures to prevent the customer from being too close to other customers.
To do so, let’s consider the following places and situations where customers tend to approach each other.
・ In front of the reception counter waiting for check-in
・ In front of the elevator after check-in
・ Inside the elevator
・ In front of the elevator on the guest room floor
・ Dining venue
You can see that it is only in front of the reception counter or around the elevator.
In front of the reception counter
When the reception is crowded, do you have customers line up in front of the reception counter ?
Have your customers sit while waiting on a sofa or chair.
It is also possible to introduce a machine that presses the button and the paper with the order written out. You can also arrange a staff near the reception to ask only customers name who are waiting check-in.
Just ask the customer’s name, the staff confirm the name and face, and ask the customer sit on the couch and wait.
And when the turn comes, the staff speaks. Or the customer can make a note on the check-in form while sitting on the sofa.
Customers are waiting in front of the reception and tired, and there is no personal space. This won’t raise rating.
If we can fill in the check-in form on the sofa, we can save time. The customer will think that staffs are making every effort.
The elevator
Next, how do we secure personal space around the elevator and in the elevator ?
Inside of the elevator is not only the closest to others, but also a closed space. Isn’t the elevator a pretty dangerous place ?
I feel very anxious if I hit a part of my body when I’m outside the home with another person. There is a high possibility of hitting the body in a narrow space of the elevator.
In particular, if we get together with a group that speaks loudly in the elevator, everyone will feel uncomfortable.
As an improvement method, a voice recording of explanations and useful information in the inn is played with the voice of the staff in the elevator.
Customers can feel secure by listening to analog audio. In addition, since there is nothing to do in the elevator until it arrives.
And it is also a place where we can keep an eye on wall information until the elevator arrives.
Therefore, it is effective to put nature photos on the wall that will help customers relax.
□ If you can secure a personal space, customers will feel safe and raise your rating.
□ Check whether there is congestion in front of the reception and around the elevator.
□ Use analog audio effectively in the elevator.
