In today’s economy one thing that sets business apart is ease of use, so my experience this week at Ryges Bell City in Melbourne is a good example of what can go wrong and how to recover.
On arrival I was asked to fill in the registration form, even though I had supplied my Rydges Priority number at the time of booking. Lucas the receptionist said “he was sorry but Rydges doesn’t link bookings to guests Priority numbers unless they are booked online”. In this day and age with the technology available that is positively archaic.
Then, because my room wasn’t ready Lucas suggested I have a coffee and directed me to the coffee shop. When I asked to charge the coffee to my soon to be allocated room, the answer was, “sorry sir, you will have to pay cash until your room is allocated”.
The day was saved when the hotel manager Ricky Lee got involved and sorted things out – but first impressions are easily remembered.
Incidentally the hotel has excellent rooms – among the most spacious I have stayed in.
Are you offering your clients ease of use? How will they remember your business?
