80 Percent of Travelers Would Opt for Sleeping on Floor of a Hotel Over Their In-Laws' Place
Affinia Hotels Launches Tender Loving Comfort(SM) in New York City, Chicago, and D.C. With Emphasis on Deep Customer Service, Reading Body Language & Giving Guests Optimal Choices to Be Most Comfortable
(firmenpresse) - NEW YORK, NY -- (Marketwire) -- 10/17/11 -- According to a recent survey by STUDYLOGIC LLC*, 80 percent of American travelers would prefer a hotel room without a bed over staying with their significant other's family. Quite simply, they would sleep on the floor over staying with the in-laws. Comfort is defined by more than a bed, it's about how you feel and the way people make you feel. Affinia Hotels is launching , a new movement rooted in deep customer service and reading and responding to guests' body language. TLC kicks off today with events at all seven Affinia Hotels in midtown Manhattan, Chicago and Washington, D.C.
Earlier this year Affinia Hotels partnered with Body Language Expert to train all front office managers, guest service agents, bellmen, doormen, housekeeping staff and concierges to be comfortable engaging guests, and to know how and when to approach and respond by giving them space, a simple smile or expediting the check-in process, depending on their needs.
"Luxury and boutique hotels have long made exceptional customer service a touchstone, but Affinia's efforts are an innovative stab at differentiating," said Cathy Enz, a professor at Cornell University's School of Hotel Administration. "What's neat is that they are trying to put a little more behavioral science behind what they do."
Affinia Hotels appointed Christina Denihan, founder Benjamin "Bud" Denihan's granddaughter and brand integration manager for Affinia Hotels' parent company Denihan Hospitality Group, (CCO). In her new role, Denihan will be interacting with guests, overseeing a at each hotel, sourcing unique items to be offered brand wide, and serving as a curator of comfy content on the social networks.
"A standard operating procedure doesn't make you comfortable," said Denihan. "The survey showed that more than 90 percent of travelers enjoy staying at hotels. We get it, and the TLC Crew and I work together to connect with guests, find out what they want and need, and use that information to make their experience even more enjoyable."
The TLC Crew and general managers will be in the lobbies and public spaces at each of the hotels during the newly launched daily , talking with guests, offering snacks and beverages and getting feedback on what TLC means for them during a hotel stay. A collection of new items, from pillows to tech gear, will be available on a during this time. Guests will be able to test items overnight and provide feedback on what made them most comfortable. Top-rated amenities will be rolled out across the brand via , the company's online customization program, and new items will be added to the carts throughout the year.
The study discovered other comfort-related hotel tidbits as well, including:
Travelers look forward to the following during a hotel stay:
Having no pressure from work, 64 percent
Escaping from their significant other, 62 percent
Personal service, 50 percent
Little extras at check-in make the most impactful impression on 68.5 percent travelers.
Most travelers, 75 percent, have lied to get a better room or free amenity.
Many feel free or spoiled, 48.5 percent each, or selfish, 41 percent.
A warm and friendly hotel staff that anticipates everyday needs is important to 43 percent of respondents.
Share your travel stories with Affinia Hotels on Facebook () and on Twitter ().
Affinia Hotels, with boutique hotels in New York City, Chicago, and Washington, D.C., provides business and leisure guests with Tender Loving Comfort (TLC). All five Affinia Hotels properties in New York City (Affinia Shelburne, Affinia Manhattan, Affinia 50, Affinia Gardens and Affinia Dumont) and Affinia Chicago are members of Stash Hotel Rewards, a loyalty program for over 150 independent hotels. Travelers can start earning points today by signing up for a free account at . For additional information, visit or call 866-246-2203.
Affinia Hotels is operated by Denihan Hospitality Group, a privately-held with more than 50 years of hospitality management expertise.
*The survey was commissioned by Affinia Hotels and conducted by independent research firm STUDYLOGIC LLC, which surveyed 1000 American business and leisure travelers representative of the U.S. population between Sept. 29 and Oct. 4, 2011.
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Katie Coleman
Quinn & Co. Public Relations
(212) 868-1900, ext. 269
Katie Meyer
Vice President of Corporate Communications
Denihan Hospitality Group
(646) 424-2614
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Datum: 17.10.2011 - 14:37 Uhr
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