Guest Satisfaction Scores Rise Significantly Since March Rollout
Since the March rollout of HOMEtouchSM, the new complimentary breakfast program at Residence Inn, Marriott’s upscale extended-stay brand, overall guest satisfaction scores have increased 4.4 percentage points. HOMEtouchSM, offers guests a wider variety of breakfast items to choose from and the ability to “build their own” breakfast much like home. Guests can now have their eggs scrambled with sausage on the side or stacked between a biscuit with cheese and sausage for a hearty breakfast sandwich. They can even create and enjoy a healthy parfait of yogurt, granola and fruit.
“Thirty years ago, Residence Inn pioneered the extended-stay category, and today we continue to raise the bar with new services and amenities that our customers truly want, like our HOMEtouchSM breakfast,” said Laura Bates, senior vice president, extended-stay brand management. “Residence Inn is maintaining its leadership position, not only with the introduction of our enhanced complimentary breakfast, but also a new suite design, featuring new bedding and décor that’s receiving rave reviews in customer testing.”
A great breakfast enhances the guest experience and helps drive overall guest satisfaction. As part of its research, Residence Inn’s food and beverage team read more than 1,000 guest comments about breakfast. They also visited numerous hotels, restaurants and quick-serve diners where they observed the breakfast service and casually spoke with customers. The Residence Inn team found that most guests wanted more variety with their favorite breakfast items, especially when it comes to a popular choice like eggs.
In addition to more variety, research results also show that extended-stay guests do not want to sit down to order their breakfast from a menu nor do they want a traditional buffet layout. The HOMEtouchSM complimentary breakfast is a more residential experience, similar to walking into an open kitchen and making the breakfast you want. The matching custom-made components of the Residence Inn breakfast area are clean, linear and streamlined with more space, giving HOMEtouchSM its modern residential look and feel.
Current statistics show that one in four Americans are on a diet. The HOMEtouchSM menu responds to dietary trends with foods high in protein, like sausage and cheese, as well as other healthy options, such as fresh whole and diced fruit and yogurt that can be topped with granola and strawberries to build a parfait.
Guests can still choose from traditional favorites like pastries, cereal and oatmeal with delicious toppings, or exciting new breakfast options, including the breakfast burrito or eggs inside crispy taco shells that can be spiced up with salsa, green onions, cheese sauce, black olives and jalapenos. A hot potato offering of home fries has also been added to round out the delicious breakfast menu selection.
Celebrating its 30th year as an industry leader in extended-stay lodging, Residence Inn associates continue to offer guests warm greetings and personal attention. The brand has more than 460 hotels in the U.S., Canada and Mexico. Residence Inn is also a full participant in the award-winning Marriott Rewards® frequent-guest program that enables guests to earn and redeem points at more than 2,500 Marriott hotels in 65 countries.
Logos, product and company names mentioned are the property of their respective owners.
