Fresh New Look at First Impressions
P&G Professional has teamed up with the British Hospitality Association to commission a unique report that makes essential reading for anyone in the hospitality industry.
This exclusive report looks at the importance and commercial value of first impressions in hotels and B&Bs. Packed with fascinating insights, hints and tips from influential experts and unseen industry statistics, we guarantee you will find it both interesting and helpful.
Executive Summary
This report supports the launch of the ‘Profiting from Freshness’ campaign, which aims to support hoteliers across the UK by highlighting the business benefits of fresh and clean first impressions in the hospitality industry. A nationwide sample of 3,000 respondents aged 18 and above was conducted on-line by OnePoll.com in January 2010.
The research found that:
• Fresh scents are critical for a great first impression. After welcoming staff, 90% of people said a clean and shiny reception area was deemed to create the best first impression.
• People would question the overall cleanliness of a hotel or guest accommodation if it looked clean but smelt unpleasant.
• Poor first impressions jeopardise loyalty. More than half of respondents said that they would not return to an establishment where their first impressions were poor.
• There is an overwhelming belief that good first impressions are very important for the UK hospitality industry as the country hosts the 2012 Olympics.
• There is deep and widespread uncertainty as to whether our hotels, guest houses and B&Bs currently have a good reputation with overseas visitors.
• Reputation spreads. 9 out of 10 people would not recommend an establishment that did not appear clean or fresh.
• Fresh scents, clean rooms and public areas were vital or important to the enjoyment of their stay in a hotel or guest accommodation.
• 9 out of 10 people would question the overall cleanliness of an establishment based on the state of the toilets.
• Almost half of respondents said they did not believe that UK hotels, guest houses and B&Bs have a reputation for clean toilets.
There is little doubt that providing a fresh and clean first impression is key to a hotel, guest house or B&B’s reputation and ability to attract and retain customers. Indeed, fresh smells go hand in hand with clean rooms and public areas in enhancing the value of the guest experience.
Download P&G Professional Gastro Study here:
http://www.hotelier.com/index.php?id=99
