Use the Kano model to distinguish must-be cleanliness from delight features.
The move: protect the base before polishing the experience. Must-be basics These are assumed by the guest: clean toilet, hair-free shower, fresh linen, no odor, no trash, no visible dust on contact surfaces, safe floors, and stocked basics. Missing one creates dissatisfaction. Performance factors These improve satisfaction as they improve: speed of request response, consistency of room release, clarity of communication, and fewer callbacks. Delighters These are extras: towel presentation, local note, scent detail, or personalized amenity. They work only when basics are already controlled. The model helps managers avoid a common trap: rewarding visible charm while tolerating hidden hygiene…
Sign up free — one personalized lesson every day, matched to your role and goals.
Already have an account? Sign in