Question

Topic: Taglines/Names

Hospitality

Posted by michael on 2/4/2011 at 1:53 PM ET 100 Points
When you hear "Hand-holding Hospitality"

What is your first impression?
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RESPONSES

  • Posted by KSmith on 2/4/2011 at 3:42 PM Accepted
    A guided walk through experience. You will be walked around the event, function, gathering, etc.

  • Posted by mgoodman on 2/4/2011 at 5:05 PM Accepted
    If you are infirm or unfamiliar with something, we'll guide you through it.
  • Posted by michael on 2/4/2011 at 5:32 PM Author
    Let's say the company was a hotel. Would that change your 1st impression?
  • Posted by mgoodman on 2/4/2011 at 8:11 PM Moderator
    A hotel? I'd run away from a "hand-holding" hotel.

    What possible advantage would that be? It could even be an insult to think that I need hand-holding in a hotel. Or is the hotel so complicated that I'll feel like I need extra assistance to walk into my room?

    Maybe this seems odd because of the context. What are we missing? What are you trying to communicate? What country? (Maybe a cultural thing?)
  • Posted by Jay Hamilton-Roth on 2/4/2011 at 9:34 PM Accepted
    Who are you trying to target with the message? Why would they need it? How/why will this message change their mind to choose your hotel? What is your competition saying about their hospitality that you want to best?
  • Posted by Dorothea on 2/5/2011 at 9:58 PM Accepted
    I have worked in the travel/hospitality industry for over 20 years and I have to agree with everyone else's comments.

    If I'm understanding your idea correctly, your hotel wants to be known as a place where a guest can feel like they are taken care of, like they won't be overwhelmed with all the services and amenities you offer - you will be right there assisting them and insuring they will have the best vacation/or business trip imaginable. Is that somewhat correct? I understand this philosphy - making the guest feel wanted, respected, assisted and most of all comfortable in every way.

    HOWEVER, with that said, the term "hand-holding" in any way, shape or form for any kind of marketing done with a hotel IS NOT a positive impression. It either makes it feel like the guest is incompetent and that you have to hold their hand or that your hotel requires hand-holding in order to understand all it has to offer making it seem complicated and uninviting.

    Part of my work, which has included everything from working in a front desk to currently marketing several different hotel properties and resort areas, has been to research guest perception...what buzz words or concepts do guests want/not want to hear/know about. My best advice to you is to figure out what about the hand holding concept appeals to you and see if it truly appeals to your guests, then take a specific area of that hand-holding experience and blow that one out of the water.

    Ritz Carlton does a great job with "hand-holding", though you would never know that's what it really is. When you stay there and ask where something is, you don't get the pointed finger and some directions, you get someone to take you there. Now that's some cool hand-holding, but do you think they use that phrase? Not on their life!

    Sorry this was so long, but I thought it might help you.
  • Posted by mgoodman on 2/6/2011 at 6:53 PM Moderator
    Dorothea said it best. BARQ is right.
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