Picture this: me sitting in a fabulous hotel room in Los Angeles embarking on my very own excellent adventure; one month travelling alone around the United States exploring New York (my absolute favourite city in the world!), Los Angeles, Miami, and visiting family in some other states. Anyway back to the picture, after a few days in Los Angeles I receive an email from Ali, saying something along the lines of ’hope you are taking notes on hotels… you will be writing a blog on what makes a stay memorable..’
So I look around my hotel room in Los Angeles and think, what is it that i will remember about this hotel? Is it the big room with big bed, big TV and a big bathroom, or the exquisite service I received from every staff member i had any encounter with?
The answer is, probably all of the above!
However without the service, the room itself would have been just another nice hotel room…. All of the hotel staff went out of their way to make me feel like I was the most important guest there. I was greeted by name whenever I called down for anything, always asked about my day when I came back with mountains of shopping bags, which the doormen always offered to help with, and in general I got the impression that I could have asked for anything in the world, and they would find a way to get it for me without batting an eyelid. Now that is service!
Skip forward two weeks, and I find myself in a similar situation, sitting in a nice hotel room in FABOULOUS New York City, now I should mention that New York hotel rooms are probably half the size of any other hotel room in any other city in the world, unless you are willing to fork out thousands of dollars a night. But having visited New York before, I knew what I was in for. Before I was sitting comfortably in my room, I had to struggle with my ultra heavy (yes- I had done a lot of shopping already!) suitcase from the street into the reception area, where the receptionist barely looked up at me, except to try and convince me to become a member of their frequent visitors club (no thank you!), and then sent me off to my room, without so much as a smile, after this, I barely saw any other staff, occasionally a smile when I came past, but never even a ‘hi or how are you?’. What I did love about this hotel was the compendium. Inside, there were maps, menus and so much tourist information, which I used frequently (but maybe this was because the staff were less than approachable).
New York City
Now let me stress that this was still a nice hotel, and I was very comfortable and safe there, but I wouldn’t say I was ‘well looked after’, and I can honestly say I felt like a number, and in comparison to my Los Angeles hotel, I clearly know who would win my return visit!
Now, back home from my adventure, trying to get back to reality, and telling everyone I know about my trip, I think about what I remember from each destination, apart from the sights and the incredible shopping, I remember how welcome I felt in Los Angeles, and I guess, how alone I felt in New York, (unless I was out with friends or family!)
Today, as I’m putting the finishing touches on this blog, one of our guests just asked me if I could personally recommend any of the local hairdressers. Confidently, I was able to give her my honest opinion, because my own hairdresser is in the area, and off she went to get her hair done! This seemingly minor conversation got me thinking again, that a lot of our guests are relocating to Melbourne from interstate or overseas, and it can be quite daunting to have to find their local everything again. The things you take for granted in your home town or city, such as your favourite local bakery, café, hairdresser, or your local doctor.
Our guests really appreciate our local knowledge and tips – where else are they going to find out about this kind of thing?
Working in this industry, we strive to provide the best service we can to our guests; we like to think adding a personal touch is key. Remembering a guests name, or what they were doing that day, and asking them how it was, really does make someone feel special.
On my recent USA trip I got the chance to stay in some beautiful, amazing and not-so amazing hotels along the way, and it really is the little things, that make a stay memorable!
Anna joined the Front Office team at Caroline Serviced Apartments early 2009, working at both properties while at university, completing a degree in Business, majoring in Tourism and Management, until she was promoted to Assistant Manager of Brighton in September 2009 upon graduating. Anna has proved to be a natural with guest care, and Front Office operations, which has been invaluable in training new team members. Anna is a local Brighton resident and loves living in the area, with the beach on hand, and all the restaurants and café’s to try out! She has a developed quite the travel bug after recently returning from a month travelling the United States, and is looking forward to planning another adventure, whenever that may be! 
