Best practice: CitizenM free coffee for the first guest of the day

CitizenM
CitizenM
In hospitality, where much is the same, the difference made in small service gestures. Find small interventions that…
In hospitality, where much is the same, the difference made in small service gestures.

Find small interventions that make a big difference.

Free coffee for the first guest(s) of the day.

  • Satisfaction
  • Returning visitors
Coffee
I like to get up early in the morning, usually between 04h00 and 06h00. And as I often stay in hotels (I have a separate blog about travel), that means I spend my mornings in hotel rooms, hotel lobbies or hotel business centers.

When one morning I got up at 04h00 in the CitizenM hotel in Rotterdam I was in serious need of coffee. This is not always easy. Weeks before I was in Munich where the hotel employee was quite strict about coffees in the morning. The breakfast would open at 06h30 and not a second earlier.

So when I approached one of the hosts there and said ‘Sure, I’ll get you a coffee’, I was already happy.

‘And …’ he continued ‘… because you’re the first one of the day, it is free’.

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