Khadija Ait-Raiss, hotel projects director at Fairmont Dubai, highlights the importance of a good bed in ensuring guest satisfaction.
When it comes to guest satisfaction, how important is a good bed?
A good bed is paramount to exceeding our guests' expectations and is something that the Fairmont Dubai takes very seriously. Guests are asked to rate the comfort of their bed in customer feedback surveys and that information is a key measurement tool and performance indicator for customer satisfaction.
As we strive to exceed our guests' expectations, we endeavour to ensure that our rooms and beds are not only comfortable but also please the senses.
Aesthetics are appealed to with luxurious linen, stylish headboards, plush pillows and beautiful bed runners. The bed and linen are always fresh and clean.
To ensure the bed ‘feels' good, the Fairmont has premium-quality pillow top mattresses with high-tech foams, multiple gauge coils and synthetic fibres that resist impressions.
A pillow selection is also available for guests, from firm, soft, feather to hypo-allergenic, and linen is always crisp, flat and neatly tucked and folded.
What features should a good hotel bed offer, in your opinion?
Hotel guests expect beds to be large, plush and luxuriously comfortable. In order to cater to the needs of a large variety of guests, the mattress should be not too soft and not too firm.A good pillow top mattress on a quality firm base offers a comfort level that should please most guests. It is also important that the bed is suitably dressed for ultimate comfort.
Our guests are often a long way from home, jet lagged and tired so a comfortable bed is imperative to ensure that they rest well during their stay with us.
Moreover, as a business hotel a large number of our guest at Fairmont Dubai spend very little time in their rooms apart from when they are sleeping, so it is imperative that guest are satisfied with our beds.
What lifespan do you expect of a bed?
A good quality mattress in a home will last up to ten years if it is cared for properly. To ensure that our guests experience the utmost comfort and support, the beds at the Fairmont are changed every five to seven years, due to frequent usage in line with our [high] occupancy levels.
What kind of beds will be used in the newly-renovated Fairmont rooms?
We are currently completing the first phase of our AED35 million capital refurbishment programme, which will touch almost every area of the property.
All 394 guestrooms and suites, from our signature Fairmont room product to the exclusive penthouse suites that offer commanding views of the city skyline, are currently in various stages of refurbishment. This process involves the latest interior designs, spearheaded by Bishop Design Associates.
These renovations will see all of the mattress and spring box sets in each of our 394 rooms replaced. We will have a better indication as to the bed product during subsequent phases of the renovation programme, as we meet with suppliers that comply with our company brand standards.
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