With five of M&R Hotel Management’s hotels near airports, we have considerable experience hosting air travelers. Inevitably, these guests include many whose flights have been delayed, typically because of inclement weather but also because of mechanical problems, airport curfews, airport construction and any number of other reasons.
Each of these guests understandably may require some special “tender-loving care” when they show up late at night, tired after an already long day of travel or frazzled by an unexpected change of plans. They may have missed a connecting flight and not know what the next day will bring.
As one of our experienced airport hotel general managers told me, guests arriving at one of our city or suburban hotels tend to be happy. Airport guests tend not to be happy. Granted, they’re relieved to have a bed for the night, but they’re feeling pretty frustrated. Some may only be with us a matter of hours until they have to return to the airport to check in for their rescheduled flight.
This GM and his team try to go that extra mile to give every guest a positive experience. We train everyone, including front-desk agents, the housekeeping staff, shuttle drivers, breakfast room attendants and restaurant servers to be sensitive to these guests’ often-difficult circumstances. We remind them not to take a guest’s frustration personally, but to do their jobs professionally, at all times.
Not only does such training make good business sense, but it’s the right thing to do.