Hotel supplies and amenities: expectations management to increase occupancy rates

Unlike other companies, hotels have been forced to intensify their game as people travel less and, when they travel, their budget is smaller in an economy still lagging behind. While the goal is always total occupancy and high occupancy rates, all hotels have vacant rooms that must be filled. Hoteliers realize that their hotels are each among many and that consumers have a variety of hotel options to choose from. Hotels realize that part of maintaining their occupancy rates is offering the right amenities at a competitive price to attract new guests and retain those who return. In the accommodation industry, hotels should be at the forefront of current trends to improve their occupancy rates, which means taking into account the hotel supplies that guests prefer as the mind of their budgets.

Hoteliers begin with the premise that most hotels offer the same basic hotel supplies and services, such as complimentary toiletries, durable ice cubes and functional hangers. They offer the basics in an effort to make a guest's stay comfortable by offering the comforts of home. While the definition of "basic" hotel supplies will vary by hotel class, most hotels offer drinking glasses, either plastic, a plastic ice bucket that is shatterproof or synthetic leather, and an iron with ironing board. Hotels compete with each other for business. The services they offer are part of that competition, which is why guests find many hotels in the same general area and price range with similar hotel services and supplies.

Depending on the sophistication of the hotel itself, guests may define "basic" differently. Absorbent towels, bedding with a greater number of threads, arched shower bars and heavy duty wooden luggage rack become basic and expected supplies for hotels in medium-grade hotels. Because they constantly compete for guests to maintain their occupancy rates, hotels constantly strive to improve their competition. This is more true the more sophisticated the hotel is, since they know that consumers have a wide variety of options and standards such as glasses and coffee service are no longer enough. Instead, hotels should study what the new basic is and add it to their repertoire of hotel supplies and services to impact their occupancy rates.

The 5-star hotels and resorts are on a unique level in every way, from the level of guest services they offer to the list of amenities and services available to attract guests and increase occupancy rates. Microfiber bathrobes and slippers, monogrammed glass cups, video game systems and fogless shaving mirrors are among the high-quality hotel supplies offered to guests at luxury resorts and hotels. They expect, and the numbers tell them, that by offering services that are beyond the basic hotel supplies provided by their competitors, they will not only attract and retain the richest guests, but also increase their occupancy rates.

It is a fact that hotels, regardless of their rating and price, want to please their guests by offering the best hotel supplies and services. However, when hotels are reviewing the amenities they can offer to guests, deciding what specific hotel supplies they will offer will depend in part on their budget and what previous hotel guests have indicated they would like to see or likely use. Hotel supplies are an intrinsic part of the hotel experience and their impact cannot and should not be underestimated, as they can affect occupancy rates. All things being equal, adequate hotel supplies can make or break a guest's experience.