‘Amenities’ is an often-used word in the hospitality industry, with hotels claiming ‘the latest amenities’ or that they are ‘situated close to all local amenities’. But what does that mean? In this article we’ll explore what constitutes amenities in a hotel, and ways to leverage and increase these to enhance bookings and guest satisfaction.
A typical dictionary definition of ‘amenities’ cites ‘the pleasantness or attractiveness of a place’. By that measure, an empty beach on a tropical island could be very pleasant, but does it have many amenities? What we’re talking about in the hospitality industry are facilities and services - the differentiators that mark one hotel out from its competitors.
When defining what amenities your hotel has, and what it should have, the number one rule is to understand the needs of your guests. For example, backpackers or Digital Nomads have a different profile to middle-aged couples, and look for different amenities in their accommodation. Being as clear as possible about the main demographic you either have, or are aiming to attract, is absolutely vital in understanding which hotel amenity will most appeal to them.
There are some basics which few hoteliers would argue against and which are generally expected by guests. These include:
Always ask the question, do these basics enhance guests’ perception of my hotel? Go for the best available, rather than the cheapest solution. Partnering with other local businesses often means that the cost of goods or services doesn’t even impact your bottom line if cross-promotional opportunities are created. Going beyond the basics can be the difference between what is expected, and what surprises and delights guests, with welcome packs being a good example of ‘going the extra mile’.
Is aircon an ‘amenity’ or an essential? Should every guest room have a fridge or a TV? Must there be a lift? Some hoteliers would say these are now absolute basics, while others see them as an added extra. The answer is that it depends: on the type of building, the location, and many other factors. A luxury hotel might offer a personal safe in every room, whereas this would be an extravagance in a backpacker hostel. What’s for sure is that every part of whatever infrastructure you are offering must work. It has to function seamlessly, and well: Taps don’t drip and the remote control isn’t out of batteries. Looking at the hotel infrastructure in a wider and more progressive way, consider the story you can tell:
For most guests now, green is good and people appreciate measures taken to save water, gas, and electricity, and for hotels to have a lower carbon footprint. Telling guests about this enhances the reputation of the hotel, and shows that your whole approach to hotel amenities is comprehensive and well thought through. Ultimately you want your guests to share how great they feel your hotel is, and the ‘pleasure’ of knowing they are staying in an ethical and energy-efficient hotel is part of the amenities package.
The overall technology package is hugely important as part of the amenities offered by any hotel. Great internet is a given, but get onboard with all the other rapidly trending and increasingly affordable technologies, including:
These are all technical amenities which are available right now, and which hugely enhance the guest journey.
The power of people
Every hotel has staff with specialities. Obviously, the chef can cook, so offer sessions with them to guests, based on seasonal or national dishes. Find out what other talents exist among your staff, and then invite them - following some customer-facing training of course - to teach or help guests in special activities. You may be surprised by the talents of your staff, whether it’s zumba dancing or flower arranging! And if you have a great idea for amenities or activities, and there’s no staff member who can handle it, then reach out to your local community for someone willing to share their enthusiasm and expertise.
Your amenities differentiate you
‘Think outside the box’ about what you can offer guests that makes your hotel different to the competition. Your amenities might be as simple as a games room with a great selection of board games for rainy day relaxation, or arranging walks to historic spots, or… Whatever you can imagine that will make your hotel stand out from all the rest. Your aim should be to have amenities that make your hotel memorable and different, to the extent that guest comments on social media and Online Travel Agent sites positively glow with enthusiasm.
Listing amenities with the OTAs
The most sought-after amenities to display on booking engines or Online Travel Agent sites vary widely depending on the type of accommodation and the target audience. Hostel-type accommodation is different from Airbnb, or Boutique, or Luxury hotels. A hotel in a city centre will have different amenities to those in an area of natural beauty, and will appeal to a different demographic. However what we can say is that there are some commonalities ‘across the piste’ which include:
So why are hotel amenities important?
Having appropriate hotel amenities to suit the target audience provides hotels with a competitive advantage, so clearly telling prospective guests about what’s on offer is an essential part of boosting bookings and profitability. The aim should always be to enhance the guest journey, and providing desirable amenities helps achieve that.
Great amenities also help a hotel to differentiate from the competition, making it easier for guests to make an informed choice. Many travellers use filters on booking engines to find properties with specific amenities, so accurate listings increase the chances of a property being discovered online. Once in-stay, guest satisfaction is increased by attractive amenities, leading to positive reviews and recommendations. Examples of amenities by hotel type include:
Luxury:
Business:
Boutique:
Resort:
Budget:
Extended stay:
How do we know about the value of hotel amenities?
We are SabeeApp, suppliers of a modern, cloud-based Property Management System, widely-used across the hospitality industry. We work with our partner hotels around the world to understand and fulfil their needs, and to ensure that guests always have the most pleasant of stays.