LODGING HOSPITALITY'S GUEST SERVICES HANDBOOK
Clearly, the race is on among hotel chains and individual properties to see who can do the most to pamper their guests. At one time, a hotel customer could be wowed by a bottle of shampoo or a remote control for the TV. Of course, that's all changed. As consumers have more and better toys in their homes, so do they expect the same amenities — or even better — in their hotel rooms.
For road warrior travelers, the stakes are even higher. These guests typically work in their rooms well beyond the regular 9-to-5 day and require an array of technology and comfort to help them be as productive as possible while on the road. And these same guest-room-bound business travelers also want entertainment technology at their fingertips for their off-hours or for their all-too-common multitasking lifestyles.
The amenity race has spread to the bed and bathroom as well. Many Americans, particularly the affluent and the stressed, want to be able to luxuriate in their guestrooms. This room-as-spa trend means smart hoteliers equip their properties with the best bedding, linens, bath fixtures and personal care amenities. Quantity of amenities isn't the key; it's quality.
Each area of the hotel is ripe for amenity upgrades:
In public spaces, wireless Internet access has become a key service. Marry wireless Internet access in the lobby with an upscale coffee stand, and you can turn your public space into a popular gathering spot that also makes money.
As it always has been, the TV is the centerpiece of the guestroom experience. Guests use it for entertainment, companionship, information and to check their bills and check out. Many hotels, at least in the upper mid-market segment and above, are gradually equipping their rooms with flat-screen TVs. Entertainment and information content is also improving, again reflecting the array of choices most guests have in their homes. And high-speed Internet access has gone beyond an amenity; it's nearly a requirement for most hotels in all segments to be competitive.
Luxury is the trend in hotel bathrooms. Linens are plush, bathrobes are becoming a more common amenity and personal care amenities tend to be branded products that guests also purchase at retail in high-end department stores and boutiques. The curved shower rod and upgraded showerheads have nearly become a standard in all segments.
Our first Guest Services Handbook presented here will help you as you make decisions on amenities for your properties. The four charts can help you source suppliers of guest service products, in-room amenities, in-room entertainment systems and bathroom amenities and products. Use the reader service card in the back of the magazine to receive more information about the companies listed here.
In addition, Features Editor Carlo Wolff presents (starting on page 38) a story on future developments you can expect in in-room entertainment systems.
GUEST SERVICES PRODUCTS
ADVERTISERS ARE PRINTED IN BLUE
For company listings, see directory starting on page 34
| ATM machines | Check-in, check-out kiosks | Online check-in, check-out | Onsite business centers | Public space high-speed Internet access (wired) | Public space high-speed Internet access (wireless) | Other | ||
|---|---|---|---|---|---|---|---|---|
| Brother International | — Circle 61 | • | ||||||
| Business Express by USA Technologies | — Circle 62 | • | • | • | ||||
| CardLogix | — Circle 63 | • | ||||||
| Comcast HospitalityONE | — Circle 66 | • | • | |||||
| Connex Services | — Circle 67 | • | • | • | • | • | ||
| Cybex International | — Circle 69 | • | ||||||
| DaBryan Coach Builders | — Circle 70 | • | ||||||
| Fire2Wire | — Circle 77 | • | • | • | ||||
| Galaxy Hotel Systems | — Circle 80 | • | • | |||||
| Global Business Center, GBCblue | — Circle 81 | • | • | |||||
| Guest Direct | — Circle 84 | • | ||||||
| Guest-Tek | — Circle 86 | • | • | • | ||||
| Hospitality Safe Corp. | — Circle 90 | • | • | • | • | • | • | • |
| Hotel Information Systems | — Circle 127 | • | ||||||
| iBAHN | — Circle 93 | • | • | |||||
| Life Fitness | — Circle 99 | • | ||||||
| LodgeNet Entertainment Corp. | — Circle 101 | • | • | • | ||||
| nSTREAMS Technologies | — Circle 105 | • | • | |||||
| NXTV | — Circle 106 | • | • | |||||
| Road Runner Business Class | — Circle 109 | • | • | • | ||||
| Scitec | — Circle 113 | • | ||||||
| Teledex | — Circle 118 | • | • | |||||
| Telkonet | — Circle 120 | • | • | |||||
| USA Technologies | — Circle 121 | • |
IN-ROOM AMENITY PRODUCTS
ADVERTISERS ARE PRINTED IN BLUE
For company listings, see directory starting on page 34
| CD players | Clock radios | Coffeemaker/coffee systems | Cordless/corded telephones | Daily newspaper | Electronic locks | Fax machines | High-end sound systems | Ice buckets/glasses/trays | In-room computer systems | In-room fitness equipment | Irons/ironing boards/systems | Pens/pencils/writing supplies | Premium bed linens | Refreshment centers (minibar) | Refrigerators | Safes | Turndown amenities | Other | ||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| A La Carte | — Circle 55 | • | ||||||||||||||||||
| Andis Co. | — Circle 56 | • | • | • | • | |||||||||||||||
| Bartech Systems | — Circle 58 | • | ||||||||||||||||||
| BIC Graphic USA | — Circle 60 | • | ||||||||||||||||||
| Boyd Coffee Co. | — Circle 125 | • | ||||||||||||||||||
| Brother International | — Circle 61 | • | ||||||||||||||||||
| Classic Coffee Concepts | — Circle 65 | • | • | • | ||||||||||||||||
| Connex Services | — Circle 67 | • | • | |||||||||||||||||
| Courtesy Products | — Circle 68 | • | • | • | • | |||||||||||||||
| Dorothy Prentice Aromatherapy | — Circle 73 | • | ||||||||||||||||||
| Erwyn Products | — Circle 74 | • | • | • | • | • | • | • | ||||||||||||
| FSR, Inc. | — Circle 79 | • | ||||||||||||||||||
| Global Business Center, GBCblue | — Circle 81 | • | ||||||||||||||||||
| Godiva Chocolatier | — Circle 82 | • | ||||||||||||||||||
| Green Suites International | — Circle 83 | • | ||||||||||||||||||
| Guest Supply, Inc. | — Circle 85 | • | • | • | • | • | • | • | ||||||||||||
| Hamilton Beach | — Circle 87 | • | • | • | ||||||||||||||||
| Harbor Linen | — Circle 88 | • | • | • | • | |||||||||||||||
| Hospitality Safe Corp. | — Circle 90 | • | • | • | • | • | • | • | • | • | • | • | • | • | • | • | • | • | • | • |
| Hotel Technologies | — Circle 92 | • | • | • | • | |||||||||||||||
| Inncom International | — Circle 94 | • | ||||||||||||||||||
| International Plus | — Circle 95 | • | ||||||||||||||||||
| Jarden Consumer Solutions | — Circle 96 | • | • | • | • | |||||||||||||||
| Jerdon Products | — Circle 97 | • | • | |||||||||||||||||
| Lodging Technology Corp. | — Circle 102 | • | ||||||||||||||||||
| Melitta USA | — Circle 103 | • | ||||||||||||||||||
| MicroFridge | — Circle 104 | • | • | • | • | |||||||||||||||
| PSG Controls | — Circle 108 | • | ||||||||||||||||||
| RoomConX | — Circle 121 | • | ||||||||||||||||||
| Safemark Systems | — Circle 111 | • | ||||||||||||||||||
| Sanyo Home Appliances | — Circle 112 | • | • | |||||||||||||||||
| Scitec | — Circle 113 | • | • | |||||||||||||||||
| S&D Coffee, Inc. | — Circle 114 | • | ||||||||||||||||||
| Springs Industries | — Circle 115 | • | • | |||||||||||||||||
| Starbucks Coffee Co. | — Circle 116 | • | ||||||||||||||||||
| Sunbeam Products, Inc. | — Circle 117 | • | • | • | • | |||||||||||||||
| Teledex | — Circle 118 | • | ||||||||||||||||||
| TeleMatrix | — Circle 119 | • | ||||||||||||||||||
| VingCard Elsafe | — Circle 122 | • | • | |||||||||||||||||
| Wessco International | — Circle 126 | • | • | • | ||||||||||||||||
| Westpoint Stevens | — Circle 123 | • |
BATHROOM AMENITIES PRODUCTS
ADVERTISERS ARE PRINTED IN BLUE
For company listings, see directory starting on this page
| Bathrobes | Curved shower rods | Hairdryer (mounted) | Hairdryer (standalone) | Nightlights | Personal bathroom mirrors | Personal care products | Premium bath linens | Premium showerheads | Scales | Slippers | TVs | Other | ||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Andis Co. | — Circle 56 | • | • | |||||||||||
| Baci by Remcraft | — Circle 57 | • | • | • | • | |||||||||
| Bath Unlimited | — Circle 59 | • | • | • | ||||||||||
| Celeste Industries | — Circle 64 | • | ||||||||||||
| Classic Coffee Concepts | — Circle 65 | • | ||||||||||||
| Courtesy Products | — Circle 68 | • | • | • | • | |||||||||
| The Dial Corp. | — Circle 71 | • | ||||||||||||
| Dorothy Prentice Aromatherapy | — Circle 73 | • | • | |||||||||||
| Erwyn Products | — Circle 74 | • | • | • | • | • | • | • | • | |||||
| Essential Amenities | — Circle 75 | • | ||||||||||||
| ETL | — Circle 76 | • | ||||||||||||
| The French Reflection, Inc. | — Circle 78 | • | • | • | ||||||||||
| Green Suites International | — Circle 83 | • | • | • | • | |||||||||
| Guest Supply, Inc. | — Circle 85 | • | • | • | • | • | • | • | • | • | • | • | • | |
| Hamilton Beach | — Circle 87 | • | • | |||||||||||
| Harbor Linen | — Circle 88 | • | • | • | • | • | ||||||||
| Hospitality Safe Corp. | — Circle 90 | • | • | • | • | • | • | • | • | • | • | • | • | • |
| Hotel Amenities Resource | — Circle 91 | • | ||||||||||||
| Hotel Technologies | — Circle 92 | • | • | • | ||||||||||
| Jarden Consumer Solutions | — Circle 96 | • | • | • | ||||||||||
| Jerdon Products | — Circle 97 | • | • | • | ||||||||||
| Kimball & Young | — Circle 98 | • | ||||||||||||
| Lissadel by Aquarelle Towels | — Circle 100 | • | • | |||||||||||
| Lodging Technology Corp. | — Circle 102 | • | ||||||||||||
| The RobeWorks | — Circle 110 | • | ||||||||||||
| Room ConX | — Circle 121 | • | ||||||||||||
| Springs Industries | — Circle 115 | • | ||||||||||||
| Sunbeam Products, Inc. | — Circle 117 | • | • | • | • | • | ||||||||
| Wessco International | — Circle 126 | • | • | • | ||||||||||
| Westpoint Stevens | — Circle 123 | • |
GUEST SERVICES SOURCEBOOK
A La Carte
35 E. Main St.
Middleboro, MA 02346
800-287-0253
info@alacarte-usa.com
www.alacarte-usa.com
Andis Co.
1800 Renaissance Blvd.
Sturtevant, WI 53177
262-884-2600
gstanczyk@andisco.com
www.andis.com
See ad on page 25
Baci by Remcraft
PO Box 54-14807
Opa-Locka, FL 33059
305-687-9031
customerservice@remcraft.com
www.remcraft.com
Bartech Systems International
251 Najoles Rd., Suite A
Millersville, MD 21108
solutions@bartech.com
www.bartech.com
See ad on page 36
Bath Unlimited
1578 Sussex Turnpike
Randolph, NJ 07869
973-598-4300
www.bathunlimited.com
BIC Graphic USA
P.O. Box 23088
Tampa, FL 33623-2088
727-524-7477
www.bicgraphic.com
See ad on page 44
Boyd Coffee Co.
19730 NE Sandy Blvd.
Portland, OR 97230
503-666-4545
info@boyds.com
www.boyds.com
Brother International
100 Somerset Corporate Blvd.
Bridgewater, NY 08807
908-704-1700
www.brother.com
Business Express by USA Tech.
100 Deerfield Lane
Malvern, PA 19355
800-633-0340
cledesma@usatech.com
www.usatech.com
See ad on page 51
CardLogix
16 Hughes, Suite C100
Irvine, CA 92618
949-380-1312
ken@cardlogix.com
www.cardlogix.com
Celeste Industries
7978 Industrial Park Rd.
Easton, MD 21601
410-822-5775
dora@celestecorp.com
www.celestecorp.com
Classic Coffee Concepts
6901 North Park Blvd.
Charlotte, NC 28216
800-397-4100
pfb@classiccoffeeconcepts.com
www.classiccoffeeconcepts.com
See ad on page 18
Comcast/Hospitality One
1500 Market St.
Philadelphia, PA 19102
866-635-1010
www.comcastone.com
See ad on page 35
Connex Services
6121 FM 1960 W., Suite 202
Houston, TX 77069
281-440-6767
kbrushwood@connexservices.com
www.connexservices.com
Courtesy Products
10840 Lin Page Place
St. Louis, MO 63132
314-592-5100
customerfirst@courtesyproducts.com
www.courtesyproducts.com
Cybex International
10 Trotter Dr.
Medway, MA 02053
508-533-4300
www.cybexinternational.com
Da Bryan Coach Builders
4707 E. Kearney
Springfield, MO 65803
800-842-5391
dmorrison@dabryancoach.com
www.dabryancoach.com
The Dial Corp.
15501 N. Dial Blvd., MS 1410
Scottsdale, AZ 85260
480-754-2371
schmidtja@dialcorp.com
www.dialdmd.com
DirecTV,Inc.
2230 E. Imperial Highway
El Segundo, CA 92782
310-964-4685
jhjessel@directv.com
www.directv.com/business
See ad on page 41
Dorothy Prentice Aromatherapy
11710 Plaza America Dr., Suite 2000
Reston, VA 20190
703-871-5277
info@dprentice.com
www.dprentice.com
Erwyn Products
2000 Campus Dr.
Morganville, NJ 07751
800-331-9208
barbara.buchman@erwyn.com
www.erwyn.com
Essential Amenities
2 Daniel Rd. East
Fairfield, NJ 07004
800-541-6775
info@essentialamenities.com
www.essentialamenities.com
ETL
2351 Tenaya Dr.
Modesto, CA 95354
800-344-3242
info@etlproducts.com
www.etlproducts.com
Fire2Wire
5462 Pirrone Rd.
Salida, CA 95368
800-905-FIRE (3473)
billm@fire2wire.com
www.fire2wire.com
The French Reflection, Inc.
8899 Beverly Blvd.
Los Angeles, CA 90048
800-421-4404
tfrbrot@aol.com
www.frenchreflection.com
FSR, Inc.
244 Bergen Blvd.
West Paterson, NJ 07424
973-785-4347
lkashey@fsrinc.com
www.fsrinc.com
See ad on page 17
Galaxy Hotel Systems
15621 Red Hill Ave.
Tustin, CA 92780
714-258-5800
sales@galaxyhotelsystems.com
www.galaxyhotelsystems.com
Global Business Center, GBCblue
3123 NW Industrial St.
Portland, OR 97210
503-226-7739
valikin@gbcblue.com
www.gbcblue.com
Godiva Chocolatier
355 Lexington Ave.
New York, NY 10017
866-888-6095
kim_westhoff@godivachoc.com
Green Suites International
1777 West Arrow Rd. Route #402
Upland, CA 91786
800-224-4228
info@greensuites.com
www.greensuites.com
GuestDirect
714 Spirit 40 Park Dr., Suite 100
Chesterfield, MO 63005
800-332-3756
info@customerdirect.com
www.customerdirect.com
Guest Supply
4301 US Highway #1
Monmouth Junction, NJ 08852
609-514-9696, ext. 545
Guest-Tek
3030 3rd Ave. NE, Suite 240
Calgary, AB T2A 6T7
403-509-1010
info@guest-tek.com
www.guest-tek.com
Hamilton Beach
4421 Waterfront Dr.
Glen Allen, VA 23060
804-527-7298
frank.cavallo@hamiltonbeach.com
www.commercial.hamiltonbeach.com
Harbor Linen
P.O. Box 3510
Cherry Hill, NJ 08034
800-257-7858
sales@harborlinen.com
www.harborlinen.com
Home Box Office
1100 Avenue of the Americas
New York, NY 10036
212-512-1376
judi.hark@hbo.com
www.homeboxoffice.com/lodging
See ad on page 1
Hospitality Safe Corp.
10214 NW 47th St.
Sunrise, FL 33351
954-749-5331
safes@mindspring.com
www.inroomsafes.com
See ad on page 4
Hotel Amenities Resource
2000 Van Ness Ave., Suite 801
San Francisco, CA 94109
415-345-0007
londonsoap@aol.com
www.hotelamenitiesresource.com
Hotel Information Systems
26110 Enterprise Way, Suite 200
Lake Forest, CA 92630
949-598-6000
david.purcell@hotelinfosys.com
www.hotelinfosys.com
Hotel Technologies
1299 Main St.
Rahway, NJ 07065
888-744-6835, ext. 208
dkobstad@hoteltech.com
www.hoteltechnologies.com
See ad on page 16
iBAHN
7090 S. Union Park Ave., Suite 200
Salt Lake City, UT 84047
801-563-2000
salesrep@ibahn.com
www.ibahn.com
Inncom International
277 West Main St.
Niantic, CT 06357
860-739-4468, ext. 1144
chris.manthous@inncom.com
www.inncom.com
International Plus
2 Daniel Rd. East
Fairfield, CT 07004
800-340-4022
info@international-plus.com
www.international-plus.com
Jarden Consumer Solutions
2381 Executive Center Dr.
Boca Raton, FL 33431
561-912-4100
chujoyc@sunbeam.com
www.sunbeamhospitality.com
Jerdon Products
1820 N. Glenville, Suite 124
Richardson, TX 75081
800-223-3571
jerry.garman@focuspg.com
www.jerdon.com
Kimball & Young
6052 Industrial Way, Suite E
Livermore, CA 94551
800-639-6864
sales@kimballyoung.com
www.kimballyoung.com
LG Electronics
2000 Millbrook Dr.
Lincolnshire, IL 60069
800-228-1236
michael.kosla@lge.com
www.lgcommercial.com
See ad on page 29
Life Fitness
5100 N. River Rd.
Schiller Park, IL 60176
847-288-3300
commercialsales@lifefitness.com
www.lifefitness.com
Lissadel by Aquarelle Towels
401 N. Michigan Ave., Suite 1200
Chicago, IL 60611
312-822-3360
usoffice@lissadel.ie
www.lissadel.ie
LodgeNet Entertainment Corp.
3900 W. Innovation St.
Sioux Falls, SD 57107-7002
888-LODGENET
sales@lodgenet.com
www.lodgenet.com
See ad on page 28
Lodging Technology Corp.
5431C Peters Creek Rd.
PO Box 7919
Roanoke, VA 24019
540-362-7500
info@lodgingtechnology.com
www.lodgingtechnology.com
Melitta USA
13925 58th St. North
Clearwater, FL 33760
727-524-4810
emitchell@melitta.com
www.melitta.com
MicroFridge
10 Walpole Park South
Walpole, MA 02081
800-994-0165
drajyagor@macgray.com
www.microfridge.com
nSTREAMS Technology Inc.
41968 Christy St.
Fremont, CA 94538
510-490-1700
lindai@nstreams.com
www.nstreams.com
NXTV
5955 De Soto Ave.
Los Angeles, CA 91367
818-227-1225
rjenkins@nxtv.com
www.nxtv.com
Pansonic's Broadcast & Television Systems
1 Panasonic Way, 2E-7
Secaucus, NJ 07094
800-528-8601
www.panasonic.com/plasma
PSG Controls, Inc.
PO Box 157, 1225 Tunnel Rd.
Perkasie, PA 18944
215-257-3621
sales@psgcontrols.com
www.psgcontrols.com
Road Runner Business Class
13241 Woodland Park Rd.
Herndon, VA 20171
www.rrbiz.com
The RobeWorks
1545 Newton St.
Los Angeles, CA 90021
213-748-1471
iavne@robeworks.com
www.robeworks.com
RoomConX
6408 City Lights Dr.
Aliso Viejo, CA 92656
888-360-4035
sales@roomconx.com
www.roomconx.com
Safemark Systems
2101 Park Center Dr.
Orlando, FL 32835
800-255-8818
jfoley@safemark.com
www.safemark.com
Sanyo Home Appliances
21605 Plummer St.
Chatsworth, CA 91311
818-998-7322
www.sanyo.com
Scitec
1212 E. University Ave.
Urbana, IL 61802
800-451-4035
info@scitecinc.com
www.scitecinc.com
S&D Coffee, Inc.
300 Concord Parkway South
Concord, NC 28027
704-782-3121
www.sndcoffee.com
See ad on page 37
Showtime Networks
980 Hammond Dr., Suite 725
Atlanta, GA 30328
770-396-1333
specialmarkets@showtime.net
www.sho.com
See ad on page 5
Springs Industries
205 North White St.
Fort Mill, SC 29715
800-555-6873
gerry.garner@springs.com
Starbucks Coffee Co.
2401 Utah Ave. South
Seattle, WA 98134
800-344-3625
msullivan@starbucks.com
www.starbucks.com
Sunbeam Products
2381 Executive Center Dr.
Boca Raton, FL 33481
561-912-4489
chuujoyc@sunbeam.com
www.sunbeamhospitality.com
Teledex
6311 San Ignacio Ave.
San Jose, CA 95119
408-363-3100
sales@teledex.com
www.teledex.com
See our ad on page 54
Telkonet
20374 Seneca Meadows Parkway
Germantown, MD 20876-7004
240-912-1800
mdu@telkonet.com
www.telkonet.com
TeleMatrix
5025 Valley Rd.
Colorado Springs, CO 80915
719-638-8821
sales@telematrixusa.com
www.telematrixusa.com
USA Technologies
100 Deerfield Lane
Malvern, PA 19355
800-633-0340
cledesma@usatech.com
www.usatech.com
See ad on page 51
VingCard Elsafe
631 International Parkway, Suite 100
Richardson, TX 75081
972-907-2273
info.us@vceusa.com
www.vingcard.com, www.elsafe.com
Wessco International
1950 Sawtelle Blvd., #360
Los Angeles, CA 90025
310-477-4272
info@wessco.net
www.wessco.net
Westpoint Stevens
1185 Avenue of the Americas
New York, NY 10036
212-930-2000
hospitality.healthcare@wpstv.com
www.martex.com
See ad on page 20
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