“Browsing the Internet over a plate of waffles is a guest’s real idea of luxury,” was an example cited in the magazine with nearly 40% of the survey respondents agreeing that free Wi-Fi is the most important amenity (except for the seniors, who valued free breakfast more than free internet). Another finding was that 23% of female respondents considered designer toiletries a perk in their luxury hotel experience, while only 12% of men agreed. Conversely, 27% of men said they place high value on access to a premium workout facility, while only 19% for women. It should be noted that the survey was done with guests of all ages who used the online reservation service of hotels.com.
As mentioned in the newsletter, we recently conducted a site visit for a future symposium and applied QFD thinking. For example, over the years (the 2012 Symposium on QFD will be the 24th consecutive year) we have seen a shift in our attendees from automotive engineers to more representation from health care services and software and IT developers. Automotive engineers were local and drove to our Detroit area venue, so convenient highways and parking were most important.
As the attendees profiles changed and we began holding the symposium in other parts of the U.S., the quality of city life and availability of evening activities (fun bars and restaurants after a grueling day of study) became important. Based on attendee questions and comments before, during, and after the conferences, we have seen evolving needs and priorities each year. This is our gemba where we learn about our customers – you, the QFD professional.
When we make a site-visit for future conference venues, part of our job is to represent your needs when examining meeting facilities, observing how hotel staff interact with guests, and discovering interesting evening activities in the area. Of course, it would be nice if the hotel's and convention bureau's glossy brochures, websites, and sales force could describe these things remotely, but that is not often the case. Visiting the venue (our future gemba), is still the best way to "walk in the shoes" of our attendees.
Blitz QFD® tools such as the Maximum Value Table help align the product and service capabilities defined by the hotel’s proposal with the needs and expectations of our customers. We then analyze the overall best value to our attendees using AHP. Your needs become the criteria in our venue selection.
Because we know what you want, we are able to negotiate from a position of strength, and work hard to contract the best location for the best guest room price. Many of the restrictions hotels place on groups such as meeting room rental fees, minimum number of guest rooms, meal costs, etc. we are able to beat because of the clear prioritization AHP provides.
So join us this year. The Hilton St. Augustine is located right in the historic area within steps from many restaurants and shops. Castillo de San Marcos national park (right photo) is within walking distance, as are an authentic pirate museum, and other attractions. St. Augustine is also a good base to explore many pristine beaches of Florida, including the nearby Anastasia State Park, and the early November weather should be warm and pleasant. Several world-class golf courses and the World Golf Hall of Fame are also nearby.
Tell us how well we do with this year's Symposium venue selection.
Both Registrations for the 2012 Symposium and QFD courses as well as hotel reservations are now open for the October 31 – November 9, 2012 event. See http://www.qfdi.org/ for more details. Below is a quick rundown of the events:
Tell us how well we do with this year's Symposium venue selection.
Both Registrations for the 2012 Symposium and QFD courses as well as hotel reservations are now open for the October 31 – November 9, 2012 event. See http://www.qfdi.org/ for more details. Below is a quick rundown of the events:
October 31-November 1
November 2
November 3
November 4-9
