July 9, 2013

Brilliant use of a housekeeping tip envelope.

They are a necessary evil.  And yet…it IS kind of weird that so many US hotels leave an envelope in your room, encouraging you (obligating you?) to tip your housekeeper.

I understand the need for it, as it’s easy to forget – or ignore – tipping someone you likely never see (and gratuities are often part of a housekeeper’s overall compensation).  But it seems so tacky.  No one likes it when a bellman or doorman stands there with his hand out, and the “begging envelope” is equally ungracious.

That’s why I laughed aloud with pleasure when I saw the housekeeping gratuity envelopes in the rooms at The Inn at Manchester in Manchester Village, VT.

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Absolutely brilliant.  This envelope single-handedly…

  1. Creates a relationship with guests
  2. Makes people feel taken care of by a human being (not a fill-in-the-blank housekeeper du jour)
  3. Showcases the warmth and personality of the brand
  4. Surprises the guests and makes them smile
  5. Softens  “the ask” with a bit of humor

What’s the lesson here?  With a little bit of love and thought, you can find ways to make ordinary guest touch points create a lasting, positive impression.  And you can’t “fake” making something personal…if you put love into it, that’s what will shine through.

Case in point:  I saw this envelope when I was visiting the property with another Redpoint staffer just for a site tour.  And even though I wasn’t staying in the room, I wanted to give a tip to Alice and Ade…just for being adorable.

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