By Rein Pastoor, expert in hospitality
That was the first thing I thought when I entered a restaurant in Rotterdam. To get into the dining area, I first had to walk past the sink kitchen. Not only was this an unpleasant sight, but it was mainly the unpleasant smell that met me.
It reminded me of the time when I myself started working in the hospitality industry as a dishwasher. Then, when I got home in the evening, the first thing I would do was throw all my clothes in the wash and take a refreshing shower.
It belongs to the category of things that are only noticed when it is really not right. Just as a hotel guest also expects the toilet to be spotless, for example (and rightly so, by the way).
Only the moment such things are not in order, then it is immediately a big problem for the guest and so you are too late.
I myself have sometimes walked out of a restaurant because of a nasty, pungent smell. Now in Rotterdam, I was invited and followed my table-mate to our table. Fortunately, everything was fine in the restaurant and the rest of the evening went smoothly.
Years ago in New York, I noticed that almost all hotels and shops had perfume machines. This not only provided a warm welcome, but also added to the identity of the business and the guest's experience.
Reason for me to install perfume machines in our hotel on my return from America and to put fragrance sticks in all hotel rooms. I also still advise clients in the hospitality industry to take scenting as part of hospitality very seriously. You can do your best, but if the basis is not in order, you are nowhere.
In fact, when checking out a hotel room these days, this is the first thing I pay attention to. Opening the door, standing still for a moment and taking in the surroundings. This makes me extra happy when I am met with a seductive aroma, as happened recently in a boutique hotel in Breda. They have got it!
”Smell is often underestimated”.
A nice smell when entering a hotel room immediately creates a pleasant feeling. Conversely, a bad smell is immediately followed by a complaint!
Just look at negative reviews of any hotel. Guaranteed to have complaints about the smell among them: a sewer smell in the room, the room smelt of cigarettes, or in the room or in the corridor it smelled of food.
Isn't all that bad, you might think? Then imagine a first date where the person opposite you doesn't exactly smell fresh. Not a nice first impression, right? The same applies when someone walks into a hotel or hotel room for the first time.
So: how does it actually smell on you?
You read a short column by - Rein Pastor Expert on Hospitality and Hospitality.
Hospitality Expert Rein Pastoor writes a short column about what strikes him around hospitality. Would you like to comment on this column? Follow us on LinkedIn.