We’ve been reviewing Irish hotels every weekend for a full year at . Here’s what The Hotel Examiner wishes all hotels knew.
1. Never miss an opportunity to impress
Leisure guests want to feel welcomed, valued, even impressed when they come to stay.
The smallest interaction with staff can leave the biggest impression, and while people often talk about bad experiences, like poor service or an unresolved issue, most of us would much rather share a positive encounter that goes above and beyond.
That might be a wonderful check-in experience, a helpful staff member recommending something and then enquiring how it was the next time your paths cross, or something as small as noticing a guest who needs a little extra help with something.
Nothing screams mean like a few measly tea bags, coffee sachets and UHT milk.
(Note to housekeeping staff: if one kind of tea has been depleted then please replenish the stock with this. If a guest uses up the Barry’s Tea they are unlikely to want mint teabags as a replacement.)
Kettles and Nespresso machines are almost fairly standard these days in 4- and 5-star hotels, alongside with bottled water.
But what about the little extras that we now often find. Some hotel groups offer a masterclass in bedroom snacks, and even though there are usually charges we love to find a selection of quality Irish treats on offer.
We also love complimentary Irish biscuits and fresh milk – or notes telling us we can ring down for it.
Guests joining The Hotel Examiner on reviews often wonder whether they will be treated with the same attentiveness the next time they return to the hotel alone.
In a well-run property service should be the same across the board – but the reality is that it isn’t always.
We hate nothing more than staff fawning over us while others are paid less attention.
Unless the chef or restaurant manager is visiting everyone’s table we don’t want to find them just at ours. It’s not a good look.
Designer lamps might look great but are no use if the light they emit is so dim that guests can’t see anything inside their suitcase.
This happens far too often for our liking. And what about all those mirrors without a plug socket in sight?
Where are guests meant to dry their hair or use a straightener or styler? Most guests want a USB socket near their bed too.
All these small things can end up feeling like big deals.
A good breakfast can start the day so well. And we are not just talking about the food.
In a hotel of any size guests should be walked to their table, shown the buffet, if there is one, and told how breakfast service works.
It’s far more enjoyable if dishes are labelled, right down to the breads and cheeses.
Ensure tea or coffee orders are taken promptly. Offer regular refills and to change cups if guests are lingering and may have cold tea in theirs.
Lastly, clear tables regularly. Buffets tend to generate extra wash-up, and no one wants to be surrounded by dirty dishes while they are eating.
Breakfast is often a guest’s last encounter before they check-out, so ensure it leaves the right impression.
Ireland offers world class produce, from dairy to seafood, meat to vegetables, spirits to beers. and quality chocolates, snacks and baked goods.
If you are going to the trouble of sourcing wonderful Irish ingredients then tell your guests. List provenance on the menu, tell your story on the website. Let guests know that you care.
Champion Irish artists or crafts people. Work with locals to offer added value for visitors, whether through off-site activities, in-house promotions or special events.
Modern or historic, country house or city hotel, draw on your unique selling point to help guests enjoy a memorable experience.
Happy staff make for happy guests. Great hotels look at the strengths team members can bring to the table and allow them to utilise these to spread joy and delight guests.
Find the nature lover, the sea swimmer, the amateur historian, the runner etc on your team and see how their expertise can enhance a guest’s stay.
Empower everyone to share their knowledge and chat. Create new experiences like themed talks or trails that feel personal.
Most of all, encourage your team – everyone from front-of-house to housekeeping – to talk to guests and show their true personality.
Afford them the time to do so. Hospitality is all about connections and we’re all more likely to remember a charming staff member than a great bedroom or dinner.
