All right. So, today we're diving into something I bet we've all experienced. Uh, checking into a hotel.
Yeah.
You know, it's a pretty straightforward process, but we actually got a listener question.
Uh-huh.
And it was basically asking like, what can we learn by looking really closely at, you know, the interaction between the receptionist and the guest?
Yeah.
So, we're going to do that.
Absolutely.
Um, and just kind of unpack some of the insights,
you know, that we might be able to glean.
Yeah. Yeah.
So, this is an interaction that happens at the Grand Verizon Hotel
between uh the receptionist and a guest named Jessica Collins.
Okay.
So, right away um you know the receptionist greets Jessica and then Jessica gives her name for the reservation,
right?
But what I noticed is how quickly they then move on to ID and credit card.
Yeah, it is striking how efficient that is, right? It's almost like a little, you know, a welloiled machine. You know, they're trying to just get through these sort of security steps and confirmations, right? And it kind of sets the tone. You know, it's a professional interaction.
Yeah.
All about business. You're checking into this hotel.
Absolutely. And then and then it goes right into the confirmation.
So the receptionist says,
"Yeah,
you know, you have a deluxe room with a city view for three nights. Is that correct?"
And Jessica says, "Yes."
Yeah.
And just like that, all the key details are out in the open.
Yeah. And I think, you know, why that's so important is that it avoids any kind of confusion later,
you know, or or any kind of disputes. Like everybody knows exactly what's going going on what they're getting
and and for how long.
Yeah. And this is the part I found really interesting. So the receptionist without being asked just proactively asked Jessica, "Will you be needing a wakeup call?"
Yeah.
And Jessica says, "Yes, please for 7 a.m. tomorrow morning."
Right.
But what's the thinking there? Like why offer that before Jessica even asks?
No. I mean, it just shows, you know, that the hotel is thinking about their guests, right?
And trying to anticipate their needs.
And you know, a wakeup call is a pretty common thing that travelers need,
right? Especially if they have like an early flight or something.
Exactly. Yeah. So, even if Jessica hadn't even thought about it, you know, they're just offering it up, right?
And and it makes her feel like they're taking care of her,
right?
You know, they're paying attention.
Yeah. For sure. Then, right after that, the receptionist gives Jessica all the breakfast info.
Uhhuh.
You know, like the times and where it is. Like they're making sure she has everything she needs to know like right away.
Yeah. And I think that's smart because then can plan her day, you know, she knows exactly when and where to go for breakfast,
right?
And she doesn't have to like go searching for that information later.
Exactly. And then the key card, I thought this was interesting. The key card isn't just for her room.
Oh, yeah.
It also gives her access to the fitness center and the spa,
right?
And the Wi-Fi is printed right on it.
That's so convenient.
Super convenient.
Yeah.
So, what's the thinking behind that? Like, why put everything on one card?
Well, it just makes makes things easier for the guest, right? You know, it's one less thing to worry about and it just streamlines the whole experience.
Yeah, I like that. Then we see the receptionist offer to help with Jessica's luggage.
Yeah.
And even though Jessica says no thanks, I still thought it was a nice touch.
Oh, for sure. It shows they're being attentive and and that
they care about her, you know, even if she doesn't need the help.
Right. Then they go over the checkout time, which is 11.00 a.m. Yeah.
And the receptionist mentions that if Jessica needs a late checkout, she can just request it in advance,
right?
Why is it important to bring that up so early?
Well, I think it just helps to manage expectations, right? So that there are no surprises on the day of checkout, right? And you know, it just gives Jessica some flexibility if she needs it.
Okay. Then Jessica guess about the airport shuttle.
Yeah.
And the receptionist confirms it's complimentary and that it runs every two hours,
right?
But then the receptionist actually goes ahead and reserves a seat for Jessica.
Now, that's good service. Like, they're really going the extra mile to make sure that Jessica has a smooth trip, you know, even after she leaves the hotel.
Yeah. And then to wrap things up, the receptionist just reassures Jessica,
you know, that if she needs anything at all, she can just ask.
Yeah.
And that's the end of the interaction.
That's great.
So, I think what we're seeing here is that clear communication, proactive service, and providing all that essential information upfront,
right?
That's really what makes for a good hotel experience.
Absolutely.
So, you know, next time you're traveling, think about those things. You know, how do those things impact your trip?
It really makes you wonder, you know, beyond just this hotel check-in,
right?
Are there some kind of bigger ideas here about how to create a really positive experience for people?
Interesting.
You know, no matter what kind of business you're in,
that's a good question.
Yeah.
For everyone to think about. Thanks for listening.

"Muy bien. Entonces, hoy vamos a sumergirnos en algo que apuesto a que todos hemos experimentado. Eh, registrarnos en un hotel.
S.
Sabes, es un proceso bastante sencillo, pero en realidad recibimos una pregunta de un oyente.
Aj.
Y bsicamente preguntaba, qu podemos aprender al observar detenidamente, ya sabes, la interaccin entre el recepcionista y el husped?
S.
As que vamos a hacer eso.
Absolutamente.
Um, y simplemente desglosar algunas de las ideas,
ya sabes, que podramos obtener.
S. S.
Entonces, esta es una interaccin que ocurre en el Hotel Grand Verizon
entre uh el recepcionista y una husped llamada Jessica Collins.
De acuerdo.
Entonces, de inmediato, um, ya sabes, el recepcionista saluda a Jessica y luego Jessica da su nombre para la reserva,
verdad?
Pero lo que not es lo rpido que pasan a la identificacin y la tarjeta de crdito.
S, es sorprendente lo eficiente que es, verdad? Es casi como una pequea, ya sabes, una mquina bien engrasada. Ya sabes, estn tratando de pasar por estos pasos de seguridad y confirmaciones, verdad? Y eso establece el tono. Ya sabes, es una interaccin profesional.
S.
Todo sobre negocios. Te ests registrando en este hotel.
Absolutamente. Y luego, y luego va directo a la confirmacin.
Entonces el recepcionista dice,
"S,
ya sabes, tienes una habitacin de lujo con vista a la ciudad por tres noches. Es correcto?"
Y Jessica dice, "S".
S.
Y as, todos los detalles clave estn a la vista.
S. Y creo que, ya sabes, por qu eso es tan importante es que evita cualquier tipo de confusin ms adelante,
ya sabes, o cualquier tipo de disputa. Como todos saben exactamente lo que est sucediendo, lo que estn obteniendo
y por cunto tiempo.
S. Y esta es la parte que me pareci realmente interesante. Entonces el recepcionista, sin que se lo pidieran, le pregunt proactivamente a Jessica, "Necesitar un despertador?"
S.
Y Jessica dice, "S, por favor, para las 7 a.m. maana por la maana".
Correcto.
Pero, cul es el pensamiento ah? Por qu ofrecer eso antes de que Jessica siquiera pregunte?
No. Quiero decir, simplemente muestra, ya sabes, que el hotel est pensando en sus huspedes, verdad?
Y tratando de anticipar sus necesidades.
Y ya sabes, un despertador es algo bastante comn que los viajeros necesitan,
verdad? Especialmente si tienen un vuelo temprano o algo as.
Exactamente. S. Entonces, incluso si Jessica ni siquiera lo hubiera pensado, ya sabes, simplemente lo estn ofreciendo, verdad?
Y y eso la hace sentir que la estn cuidando,
verdad?
Ya sabes, estn prestando atencin.
S, seguro. Luego, justo despus de eso, el recepcionista le da a Jessica toda la informacin del desayuno.
Aj.
Ya sabes, como los horarios y dnde est. Como que se aseguran de que tenga todo lo que necesita saber de inmediato.
S. Y creo que eso es inteligente porque entonces puede planificar su da, ya sabes, sabe exactamente cundo y dnde ir a desayunar,
verdad?
Y no tiene que ir a buscar esa informacin ms tarde.
Exactamente. Y luego la tarjeta llave, pens que esto era interesante. La tarjeta llave no es solo para su habitacin.
Oh, s.
Tambin le da al gimnasio y al spa,
verdad?
Y la contrasea de Wi-Fi est impresa directamente en ella.
Eso es muy conveniente.
Sper conveniente.
S.
Entonces, cul es el pensamiento detrs de eso? Como, por qu poner todo en una tarjeta?
Bueno, simplemente facilita las cosas para el husped, verdad? Ya sabes, es una cosa menos de qu preocuparse y simplemente agiliza toda la experiencia.
S, me gusta eso. Luego vemos que el recepcionista se ofrece a ayudar con el equipaje de Jessica.
S.
Y aunque Jessica dice que no, gracias, todava pens que era un buen detalle.
Oh, seguro. Muestra que estn atentos y que
se preocupan por ella, ya sabes, incluso si ella no necesita la ayuda.
Correcto. Luego repasan la hora de salida, que es a las 11:00 a.m. S.
Y el recepcionista menciona que si Jessica necesita una salida tarda, puede solicitarla con anticipacin,
verdad?
Por qu es importante mencionar eso tan temprano?
Bueno, creo que simplemente ayuda a manejar las expectativas, verdad? Para que no haya sorpresas el da de la salida, verdad? Y ya sabes, le da a Jessica cierta flexibilidad si la necesita.
De acuerdo. Luego Jessica pregunta sobre el servicio de transporte al aeropuerto.
S.
Y el recepcionista confirma que es gratuito y que sale cada dos horas,
verdad?
Pero luego el recepcionista realmente se adelanta y reserva un asiento para Jessica.
Ahora, eso es un buen servicio. Como que realmente se estn esforzando para asegurarse de que Jessica tenga un viaje tranquilo, ya sabes, incluso despus de que salga del hotel.
S. Y luego, para concluir, el recepcionista simplemente le asegura a Jessica,
ya sabes, que si necesita algo, puede preguntar.
S.
Y ese es el final de la interaccin.
Eso es genial.
Entonces, creo que lo que estamos viendo aqu es que la comunicacin clara, el servicio proactivo y proporcionar toda esa informacin esencial por adelantado,
verdad?
Eso es realmente lo que hace que la experiencia del hotel sea buena.
Absolutamente.
Entonces, ya sabes, la prxima vez que viajes, piensa en esas cosas. Ya sabes, cmo impactan esas cosas en tu viaje?
Realmente te hace preguntarte, ya sabes, ms all de este registro de hotel,
verdad?
Hay algunas ideas ms grandes aqu sobre cmo crear una experiencia realmente positiva para las personas?
Interesante.
Ya sabes, no importa en qu tipo de negocio ests,
esa es una buena pregunta.
S.
Para que todos piensen en ello. Gracias por escuchar."