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FROM THE
GROUND UP
By Jacquelyn Kalis
Just as resorts have evolved far beyond simply being a
place to stay the night, resort pillows have becomemuch
more than an afterthought. From lifespan to fill, down or
synthetic—or even allowing guests to sample a variety
of options—determining which pillows to furnish your
resort’s units with can affect everything fromcustomer
satisfaction to the bottom line.
Take it from someone who’s in the business of knowing: Chris Rogers,
vice president of Harbor Linen. An Interval AffiliateAdvantages partner and
aBedBath&Beyondcompany,HarborLinen isa leadingmanufacturerand
distributor of institutional linens, case goods, and apparel to the hospitality,
health care, cruise line, and food service industries. “Pillows are one of the
most important items you can buy for guest comfort,” says Rogers. “Abed
canbeoutfittedwithfivepillows for less thanUS$50and last youone to two
years. A good night’s sleep can be ruined by a bad pillow.”
HowMany Pillows? A Case for More
When aiming to maximize guest satisfaction when it comes to pillows, a
one-size-fits-all approach or relying on personal preferences isn’t neces-
sarily the way to go, Rogers advises.
“Whenever buying pillows, remember that your favorite pillow will not
necessarilybeyourguests’favoritepillow,”saysRogers.“Thebestsolution
is to put two styles of pillows on the bed, such as a medium and firm. This
will better assure you of better guest satisfaction.”
This same approach can be taken when selecting between down
pillows, which are often equated with luxury, and the generally more
affordable (and less likely to aggravate allergies) synthetic-fill varieties.
At Vistana Signature Experiences’ largest property, the Sheraton Vistana
Resort in Orlando, Florida, each bed is made with a combination of down
Pillow Talk
OCTOBER – DECEMBER 2016
RESORTDEVELOPER.COM
vacation industry review
Giving Thought to Where Your Guests Rest Their Head