Communication

Again,
What makes a hotel five stars is how the teams communicate among each other. What makes a five stars hotel different to another five stars hotel is the way its teams share the informations among themselves.

Luxury is service! It is not only amenity or location.

Luxury service is luxury communication,

How many times you stayed at a hotel and felt that all of its staff were confused?

How many phone calls you made just for an extra towel?

How many surveys and profile questioners have you answered hoping to get the room you like?

Luxury stay means smooth check in, check out and minimum phone calls to the front desk asking for your requests.

Encourage your employees to know your guests better.

Ask every department to share their knowledge about a guest with other departments.

Learn your guest preferences and communicate them. With every employee.
Don't just send an email with the subject line FYI.

Discuss the guests preferences, talk about them, come up with new ideas, and do your best to give every guest what he/ she asks for.

Every guest specially the repate one should have issues- free stay.

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Front Office Sells!!!

Sales people spend hours on the phone trying to get a lead. They send hundreds of emails daily trying to get the meetings’ planners to the hotel. They invite travel agents for lunch and Fam Trips. They send gift cards to the corp travel agents.

They do all the hard parts and don’t do the easy ones!

In every hotel, there is a guest who walks into the hotel for different reasons; resturant, bar, visiting, or attending a conference.
Some of these walk in guests stop by the front desk looking to see a room. Front desk usually calls sales if anyone can show the room, but 99.9% the sales coordinator says: all of the sales managers are busy!

So the front desk agent goes up with the walk in guests to show them the room.

Front desk agents are not trained enough to be sales persons. They don’t know the right questions to ask in order to get the sales lead. As result of this, the hotel lose a potential business because no one from the front office team will follow up with the guest. On the other hand, sales people ask hundreds questions about the business, where did the guest stay before and so on.

Sales team should scheduel a manger everyday to cover all walk in guests. They can create a walk in calendar and every sales manger covers it one day. You can not afford to turn down any kind of business!!

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Blame No One

Blame No one

Expect nothing

Just do it yourself

******

some manager really wants to motivate his/her team:)))))

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Expedia

This is my fourth hotel in New York City where I had problems with all Expedia reservations. Expedia cares about nothing but selling more reservations. They don’t care about making their customers happy.
Fourth quarter in New York City is the busiest quarter of the year. And so many hotels close out some rooms' type for Expedia, hotles.com, and price line. Expedia still sell these rooms types to their guests. For example, we close our double bedded rooms in Thanksgiving, and Expedia still sell their customers the double bedded room. So I have guests coming to the front desk with Expedia confirmation to double bedded room. The Expedia mentality is to sell whatever they can sell and their customer will fight at the hotel to get whatever he paid Expedia for.
I promise you, at my next job, I will allow ZERO Expedia reservation in my revenue numbers.

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Travel Agents

Can someone tell me why all travel agents eat while talking on the phone?

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