Start your open door policy with the entrance door

One of the wonders of large, urban hotels is the revolving door. And nothing is as lovely as when the hustle and bustle of the holiday or busy tourist seasons finds those doors rotating briskly. It was explained to me by a wise mentor when I was younger that the courtesy of holding a door open was a little different when approaching a revolving door. To be gracious, you would push the door for your guest and that meant entering first.

Many retail establishments, including hotels and restaurants, have a main entrance door for patrons that are twin doors in two sets. Sometimes there is a vestibule between them. Lately, I have been encountering a disturbing trend in hospitality and retail stores that does not have the welcoming effect of opening a door, namely many restaurants and retail shops will keep locked one of the two doors available for patron ingress and egress. Locking even one door during operating hours is disturbing on many levels. First, safety is the main issue which is impeded when one of any exist is locked, particularly if in the event shoppers or diners need to exist quickly. Second, it is uninviting and seems to say that the ease and entrance of the guest is secondary to another purpose for not opening all doors to guests.

When the competition for share of guests’ wallets as well as hearts is foremost on a business operators minds, it may make more sense for hospitality managers to be sure they are truly opening their doors to patrons – literally.