ILH – Personas

Lewis Mackenzie

Technology consultant

Needs: A quite place where he can have good night sleep. Easy access to public transport to get around to see his clients. Meal options, breakfast and dinner, perhaps also room service. Familiarity with the room and hotel is important. Preferably he likes the same room at every stay, because he is in town for work 2 x a month. Has a friendly yet professional relationship with the reception staff. He ll need parking for his car as well as an ironing board in the room. He ll need an invoice at the end of the stay with all his expenses.

Diane and Dave Bingham

Teacher, Bus driver

Needs: They are in town to visit a family member in hospital and combine it with a stay in the capital. They have been in town a few times so they know how to get around. They would like to book theater ticket trough the hotel. They are looking for an offer perhaps with a meal included. They would also like to have some tea and sandwiches and dinner in one of the restaurants after the visit to the hospital. They might have a few questions during they stay and require reception staff to be on site at check-in.

Margret Kipling

Travel agent

Needs: She is regularly booking for large groups of Italian language students. Hence why she needs to be able to do group bookings with the option to call someone at the hotels reservation team. She also needs a special price that’s only available for booking agents. She needs a variation of room types… single, double, twin and triple ideally all on the same floor. Check-in for the students need to be all at the same time. The hotel needs to have a space for buses to stop to drop off the guests. The students ll need god public transport connection. They ll need to get their pre-booked sightseeing bus tour tickets handed in at check-in. Margret ll need an invoice for ll rooms and tickets.

Fredrick Simmons

CEO Fintech

Needs: He needs a boutique end hotel for his business stay in the capital. He expects a queen size bed and a modern décor with a touch of British. A cozy bar with a good whiskey selection and breakfast room with health food options where he can eats. He ll use his iPhone for all necessary information and service like Uber, reminders, map and ideally the room key. He would love to have Wifi speakers in his room. His girlfriend might join him for a few day so he ll need an extra key for her so she can enter the room if he is running late. He needs to be able to order some extras for the room like some champagne and ll use room service.


Jane Phillips

Hospitality reservations manager

Needs: Jane working for the hotel for 15 years. She likes her team and her job and is used to work in certain way. She needs the new online reservation software tool to be easy to understand. She needs to be reassured that the new CMS is more intuitive that the old system so she would really like a training or workshop to get to know the tool.