Guests Not Receiving Their Profile Requests? Maybe It's Your Morning Meeting.

               The morning management meeting is a major piece of organization which has a ripple effect on a daily, weekly and even quarterly basis. Let's talk about how your morning meeting should run.

• Make sure you have a large circular or oval table. It is important that everyone be able to make eye contact with everyone else for proper communication. Make sure there are enough chairs. This sounds silly, but you won't believe how many times people have to go hunting for chairs. People that have desks nearby don't like other people taking and sitting in their chairs. If you want to keep staff relations at a positive note, trust me and have enough separate chairs for everyone.

• Meetings are never in guest areas. Do not have this during business hours in the restaurant or front lobby. You don't want distractions and a restaurant in full service will create just that, especially if it is making people hungry. Also, you may unknowingly take up space a large group may have taken for their breakfast or meeting. It also sets a bad precedent if the meeting takes place in full view of guests in the front lobby. Information about hotel guests and operations is proprietary. Again, seems redundant, it happens.

• Encourage a breakfast drink. Most people brought in a coffee, the resident manager had an espresso that always smelled great. People are tired in the morning. Everyone has seen someone doze off.

• Have daily arrivals reports printed for everyone. Having them done by each manager can create late arrivals as some are half asleep and can't work the computer. Go ahead and laugh, but it's never fun to be the one who shows up late to a meeting in progress. Notice I did not say a V.I.P. report. You may very well have V.I.P.'s however, that report will exclude guests not rated as such. Non V.I.P.'s will never become V.I.P.'s if their requests are not met, so it is important to cover everyone. You can easily discern a V.I.P. on the standard arrivals sheet.

• Have someone funny or personable read the arrivals report. At that time of the morning, monotone reading causes sleepiness and boredom, and that is not conducive to paying attention to your arrival report. Managers that have a good time and experience levity are more apt to be relaxed when they return to their departments and that translates to the staff encouraging productivity.

Here's where the biggest difference in success occurs.

• Read Every Name. If you do not have a GRM or concierge that reviews every arrival searching for V.I.P.'s, as in celebrities, business figures etc...then this is very important to implement. Your staff comes from many different walks of life. You never know what name one person may recognize where no one else will. This of course will change everything from the arrival experience to amenity placement and so on.

• As the designated person reads each arrival profile, the department head for each department will read his own specific guest requirements. This means that everyone will have to be reading their reports. This guarantees a portion of accountability. They have read it, everyone saw and heard them read it. This requirement is then circled by the department head so they can find them again easily in the stack. This completes your accountability for the said requirement. Accountability is key here. Now there is no excuse, and no reason why this beginning portion of the overall service ethic should be missed.

• When all is said and done, all service challenges will be brought up with the right department. This brings more accountability as the item is discussed with the departments involved and the resident manager, general manager, or whichever senior department head is there. More accountability. This paints a picture of success and at the end of the day, if we are successful, we keep our guests, and a positive attitude moving forward as we have the tools for success.

    

Success in Observation Managing: Uniform Standards

Excellent powers of observation is one of the most important qualities a manager can have. Without it, what have you got? A lack of proper management. Here are some of the steps I take to make sure my observation techniques are up to par.

Only the highest upper echelon luxury properties do a lineup anymore, and that is sad. The last one that I heard that did as a common procedure was Orient Express. A morning lineup holds everyone accountable with each other and their manager. It is a procedure that needs to be re-introduced at all properties.

The first step I always start with is uniform standards. If your property does not have written and stated appearance standards, you will have to create your own. This is important as you will need to refer to it with your staff. A huge epidemic in hospitality is having standards, yet they are not adhered to by the staff because the manager is deficient in his role. Standards and the success with which they are utilyzed is a huge deciding factor in the success of your department and your property.

Before the teammate ever speaks to the guest, there is a visual identification that takes place. An opinion is formed before a discussion ever takes place, so it better be a good one. A lot of properties have a variation of the 50-20-10. That means a visual acknowledgement at 50 feet, a visual and verbal acknowledgement at 20 feet and an increase in both at ten feet as you engage the guest.

• Start at the bottom. Shoes. Are they the right style for your property? Are they the right type for the job entailed? Are they clean and shined? If they aren't, send the staff member to shine them. In most luxury 5 diamond properties you either change your shoes or you are sent home. Looking professional and presentable is what is important, I don't care if you work for an Econolodge. Where dress shoes are worn, I always purchase patent leather dress shoes. They hold a shine all the time without having to actually be shined.

• Socks. No white socks! If you are in a professional business situation, black socks are the norm. I stay away from dress socks, polyester etc..An eight hour shift in polyester socks is not good for your feet. I use black athletic socks. They absorb sweat and odors unlike the synthetic ones. They have elastic so they stay pulled high, just in case you lean over or on one knee, all the guest will see is black. If this was the Valet department, then do we use tube socks or ankle socks?

• Pants. Are they ironed and hold a press? Are they clean and free of stains? Are they the proper kind of pants? Are Dickies or Dockers allowed or are dress pants required or appropriate?

• Belt. Pants without a belt are unkempt. Make sure it is a nice belt too, with no writing or design, and no huge belt buckles!

• Shirt. What kind is appropriate for the position? A polo shirt? A dress shirt? What are the specific duties of the employee? Whichever you decide on remember that it must be pressed. Make sure the collars are clean. If the shirt requires a tie make sure it is pressed and appropriate. A lot of properties with food and beverage outlets require white button down shirts. In cases like this where the potential to get dirty is high, make sure the department (you) have ordered enough to replace. At least 4 shirts each should be mandatory. This will allow for 2 spills a night and enough time for dry cleaning turnaround.

• Facial. Facially, everyone must be clean shaven every day. Makeup must be modestly applied. Perfumes and after shave/colognes should be used sparingly if at all. You never know what the guest is allergic to, or what smells may turn them away. This one thing alone could cost you a gratuity, a compliment, or a positive comment card. Smell good, just don't smell strong. 

• Hair. This will depend on the property and what level of service they intend on providing. What is appropriate these days in hairstyles has changed dramatically. Fauxhawks and spiked hair are seemingly part of the professional hairstyle look these days. I personally don't agree however if your standards allow it, so be it. Hair must be well trimmed. Some properties require that long hair be up. I agree with that to an extent, as long as hair is not in the face or constantly having to be brushed away.

• Name Badge. Have you noticed these days how many business' do not require name badges of their employees? Why? Everyone likes to be called by their first name! It is very bad taste to run a business where you have a customer service scenario with no way to identify your counterpart. Name badges must be worn at all times! A name badge says to the guest that you are open and willing to hear what the guest has to say. Depending on the uniform that may be the only way guests have to identify that you are an employee. Name badges are a must and should contain the following:

               Full Name. It is professional to have both first and last name. You are identified as such and with a full name it comes off as more professional.

               Department. This is almost always left off. It is highly important to have the department you work in on the badge. One, for accountability. Two, so you can be identified clearly, and three, so that the guest has a chance to ask the appropriate question of the appropriate staff member. The last thing you want is a guest asking front desk questions of a housekeeper, or maintenance questions of a server. The flow of information can be limited and either can confuse or upset the guest. Also, there may be a breakdown in communication between different departments concerning a guest request.

               Property Name and Logo. This one always blows my mind. So many properties allow just a first name on the badge. How is a guest to know you are employee of their specific hotel. You could work for the coffee shop in the lobby or a floral company...who knows? Professional means professional. Property name and logo should exist on all name badges, period. Not seeing appropriate identification measures can easily make a guest feel unimportant and unconfident, and may result in a complaint or request you will never have the chance to hear. Next time, they switch properties.

Perfect example of a horrible name badge.

Better, but with no department!!

These are pretty close, with the property logo in lieu of the name.

This is perfect. We have the business name, front and last name and title. Everything you need for proper information. The actual design should be apropos to your level of property.

Obviously this badge while having all the correct info, wouldn't be used at a 5 diamond.

These are the standards you should follow as your start of day. As your employees line up, inspect them for all these things. If you take pride in your appearance and standards, your staff will follow. Remember, the department starts with you and how you present yourself. Don't expect excellence in anything from your staff if you do not provide that excellence template yourself.

Walking Guests The Proper Way

               Walking guests is a tricky and potentially devastating procedure in the front office arsenal. If not handled properly and with care, you will infuriate your guest and one infuriated guest can cost you many room nights should they choose to share their experience on TripAdvisor or Oyster.



               One evening while at a previous property, i witnessed a walk of the worst proportions. At 11pm a guest was walked. She had missed a flight, then had a delayed flight from the west coast to the east and on top of all that, her luggage didn't make it.  The cabbie gave her a hard time about the fare and was rude to her on her way to the hotel. All this escalated into a shouting match and a brick wall from the agent and even the manager once the guest found out this is what she was in store for, for the rest of her night.



               Selling out the property is important, but not as important as retaining guests. A lot of properties have this idea that people need hotel rooms and regardless of how they are treated, there are plenty of people traveling to fill rooms. This is sadly not the case and resting on your laurels of having a beautiful hotel, great location or a "regulars" client base will only cost you room nights.


Let's review this and find the positive ways to handle walks. The best way is not to have them, but this will help if you find yourself having to do them all the time.

• Proper Revenue Management! Don't go overselling like crazy! Any negative number on any sized property is asking for trouble!! For some of you this number is much higher depending on the size of your property. You wouldn't have to do any walks if you use your reserve rooms when necessary and conducted proper revenue management beforehand. Remember, just because you may have a few no shows every night doesn't always mean things will "wash" out and you'll be okay.

• Properly train your front office managers. Make sure they understand closing out the hotel versus bringing the property to a stop sell at a certain number. They are your revenue managers so to speak at that time of the night. They can manipulate the sell to bring you to sold out or close. If you do end up with an extra room or two, you can always avail yourself of apps like Hotel Tonight.

• Have contracted no show charges where applicable.  If you have regular business travelers you may be able to contract in no show charges. This way, even if you have rooms left over at the end of the night, the revenue is still captured as if the guest had stayed. You may be able to resell that room and capture excess revenue. Also, this frees up upgrade possibilities or rooms for any "just in case" scenarios that frequently occur.

• Don't forget to close out your OTA's! One of the worst things you can do as a revenue or front office manager is forget to close out your rooms allotment on Expedia, Booking or whomever you use for your online travel agent.

• Walk the proper people. Do you want to walk a two night stay? This means that they will have to repack all their things to return to your hotel for one night. Two night stays are the worst. One nighters can go and relax. Three nighters can come back and have two days. It's a big deal to people when they have to pack and repack. This can cause negative feelings quick, so make sure you pick the right people.
• Also, do you have any regulars that wouldn't mind staying at a different property? Sometimes you have regulars that are great people. You know them well enough and they have enough stays, that on occasion, if asked by the right person, they will go. They understand the hotel has needs because they feel they are a part of it.  Also, they know too that upon their return they will have an upgrade or something ready for them. Sometimes regulars are a better bet provided you have a great relationship with them. Then, you have regulars that aren't moving for anything. Knowing your guests and your regulars is an important thing when trouble like having to walk guests arises.
• Now some may disagree with the regulars idea. However walking a new guest who has never been to your property is a guarantee you will never see them again. This is language to the guest saying that on their first trip to your property, they are not wanted. That is not what you are really saying, however this is what the guest will come away with. This is why I advise against walking first time guests.
• Business travelers are dangerous to walk too. They are very loyal and will stay with a particular hotel or brand once they find one they like. You may lose a lot of room nights if you walk your business travelers. They are much less forgiving.

• Keep your walk hotel close, closer the better. You are already walking them. Don't send them across town in a city they may or may not have ever been to.

• Don't wait to walk. 11pm is way too late to walk anybody. 11pm is when you should be walking to your car after your shift. Start earlier in the afternoon. Reason being, people that have a flight in the afternoon arrive early. Their restaurant reservations or plans are for later that night. They are generally more relaxed, and usually have the time you need available to perform the walk. You have a better chance of finding acceptance from the guest during earlier hours. The later it gets, the worse off it will be.

• Offer good incentives upon their return on their next stay. You want them to be happy that they got such a great deal, that they will be more than happy to come back to you for giving them a good alternate option and a heap of goodies when they return.
• You want to try to add these options:
• Free Room Service Breakfast the entire next stay up to a decent value, or upon their return.
• Full time access to your club lounge or concierge level. 

• Keep contact with your walked guest. Once they have been walked, usually all communication stops. You want to remain apologetic and add value to their return stay, whether that be the next night or the next month.

               There are many different ideas on ways to handle walks. The best way is not to have them at all. Think of it in terms of how you would like to be handled given you are in that circumstance. If you have to do it, cover your bases.