Stop Calling Every Amenity a Delighter
Classify hospitality experience elements using the Kano model.
Not all guest wants behave the same way. Kano gives managers a vocabulary for expectation, not just preference. Three Buckets That Matter Must-be basics are assumed. Guests rarely praise them, but their absence damages trust. Performance factors are graded: faster, cleaner, easier, or more flexible usually means more satisfaction. Delighters are unexpected extras that create positive emotion, but only when the basics are already stable. The managerial mistake is treating visible extras as strategic while invisible basics decay. A complimentary drink is visible. Accurate room readiness is less glamorous, but it is a must-be. The model protects priorities by asking,…
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