I just spent a very pleasant four evenings at the Hotel Marlowe in Cambridge, MA. As someone that travels for business at least a couple of times each month, I’ve had the occasion to stay with most major hotel chains and a myriad of independents. After three years of being a road warrior, it is a challenge to find something unique in a 3 or 4 star hotel that will “wow” me – I’m pretty much as jaded as they come!
As such, I was very pleasantly surprised by some of the amenities at the Hotel Marlowe – sure, Boston has a number of great hotels so they have to step up their game to remain competitive, but kudos to the Kimpton chain for thinking outside the box.
Here are a few examples:
1. The hotel is very pet friendly – this started off at the front door where there were a variety of doggy treats and continued through all the common areas.
2. The chain has a “raid the mini-bar” concept for participants in their InTouch loyalty program – you get two items from the mini-bar over your stay for free (up to a maximum value of $10).
3. They’ve spent the money on some good quality fitness equipment – most of their cardio machines have personal TVs.
4. Without fail, every hotel employee smiled, greeted me and was pleasant to deal with.
5. The decor of the common areas and rooms is very unique – my entire room was done in a leopard-print motif (it sounds tackier than it was). The room colors were very warm and inviting – certainly not the typical cookie-cutter approach used by some of the larger chains.
Taken individually, none of these are memorable, but as a package they are – especially from a mid-sized hotel chain.
It got me thinking – why do IT departments not take a page from this hotel. Just think what a difference it would make if every single IT resource treated their internal customers with the same pleasant manner that I received or tried to add a bit of originality or flair to the service they delivered? Think about the last time one of your clients received assistance from one of your staff – do you feel that they would give as glowing a review of the service they got?