#hoteladvice

[gypsyroadmagazine-blog]

Some Hospitable Advice

A Letter to Hotel Travelers from a Hospitality Insider 

Dear Hotel Guest, 

February 12, 2015, Arizona Legislature introduced a bill that would require all hotels to do background checks on all perspective employees. A question arose when this news hit my ears, “why hadn’t this been required all along?” We treat hotels as our home away from home and expect to be secure and protected. Since I have been employed in the Hospitality Industry only one hotel chain required a background check and finger printing. Here are some important tips to remain secure in your hotel of choice from not only outside influences, but the occasionally sad cases of the hotel staff.      

First thing’s first, consider your hotel your temporary home and the keys given to you at check-in are your personal set of keys. The key not only provides access to your front door, but to all the same information that you have given when you booked the stay. Some hotels hold more than just your room number on that small credit card sized gadget. Bigger hotel chains have your name, email, length of stay, credit card number, phone number, address, and personal preferences all thrown in together. I could tell you the spa service you booked and what time you had dinner reservations. I encourage you to ask when checking in to a hotel “exactly what information does this card hold?” Then at check out “what is your hotels policy to eliminate key card information?” It is a smart move to protect those keys and, if lost, contact the front desk immediately so they can have it deactivated.

Along with these keys there are multiple ways to stay secure in your hotel room. That key is step one. Larger hotels have a dead bolt and a sliding lock on their doors; use them. The peep hole is not just for funny faces but to make sure you can see who is outside. When having something delivered, ask the hotel associate what the time frame for delivery is and who would be coming to drop them off. It is not out of the ordinary for the staff to accommodate such questions and supply you with the desired response. If there is not a Safety Deposit box located in the room, the front desk should have them in their back office or behind the desk. No hotel charges for this use unless it is a larger item. It has been in the news and plastered on YouTube how some housekeepers get antsy and decide to take your laptop for a spin while servicing your room. If you’re like me, you keep a whole lot of information on your PC. If you suspect that this is happening, hotels do have a way to track all keys used on a room and the specific time someone has entered and exited. Management uses this safety measure whenever someone questions foul play.

I want all my guests to feel safe. I don’t inforce security to irritate anyone but to prove that their personal privacy is a primary concern. My job is to make you feel at home and this means keeping you, your family and your belongings in a secure location just as you would want in your own residence.

Best Wishes,

A Friendly Front Desk Clerk

[adventuresinhospitality-blog]

This Just In! Part III: Chastising me isn't going to make the hotel any better.

So, you've booked an over priced room, and the hotel hasn't lived up to your expectations. What do you do now? Well, there are several routes that one might take in this situation, but invariably people choose to come to the front desk and throw a temper tantrum.

Let's think for a moment. 

How much pull do you suppose I have here? I make $7.25 an hour for a reason. That reason? My boss doesn't value the work that I do or my opinion. In fact, it may even be a marker that the business is run poorly. That profits are perhaps more important for these owners than the guest experience. I don't blame them, really. That's the world we live in, and this isn't exactly the most difficult job in the world, but it does take away any incentive for me to go above and beyond expectations. Alas, that's another blog and/or dissertation entirely.

Yes, I know the wheels on the cart are messed up.

Yes, I know the rooms are overpriced, but guess what. I don't set them. 

Yes, I know the business center is out of order. Who do you think made the sign?

Yes, I know that the stairways are ugly, and were somehow made uglier while renovating.

Trust me, I've worked here for a while, I know we're no five star establishment. If we were, I'm sure I'd get at least $13 an hour, and I might even get my hair cut and wear nicer clothes to work. Again, I'm getting off topic... 

Anyway, don't you think that others have bitched before you. You aren't the first bitch to walk through these doors. I report all of these concerns to my supervisors. Time and time again, they have done exactly zero to make a difference. So, coming up to me and saying, "This is the SHABBIEST hotel I've ever stayed at!" or "How old is this place... It seems dated," isn't exactly the best avenue to have your voice heard.. Those are two of the nicer things among a slew of other comments I've heard in recent weeks. I get it. I'm on your side. I'll even write them down really passive aggressively in a log book we have: "Another guest complained about the cart..." Complete with ellipses. I'll refrain from posting some of the more severe criticisms of not only the hotel, but also myself and my intelligence for another day though, because I'm here to help you!

What are more effective methods to get your point across?

Well, luckily this is a nicer chain, and corporate has a significant amount of sway in terms of how we conduct our business. This doesn't work at shabbier, cheaper motels. Trust me, as you know, I've worked there too, and to be honest you get what you pay for. Don't expect to much.

For those of you with problems with a nicer hotel though, here are some suggestions:

(1) Keep your cool. I promise you really do catch more flies with honey. Don't be a pushover, be firm, but keep a level head, and don't be rude.

(2) If the clerk tells you to come back in the morning, it is probably because he genuinely does not have the authority to give you a discount. For instance, at my hotel I have the authority to maybe change or upgrade your room, but not to give you a free room. My options are pretty limited at night, especially once our maintenance people and housekeepers leave. The manager is typically there in the morning, or at least our assistant manager. They usually want to do their best to make sure that you rate us well in your survey.

(3) The survey! Yes, we actually read them, and if you give us low ratings there are actual consequences for the hotel. With the particularly bad ones, we even respond with an apology.

(4) If you still are not satisfied, call corporate and be specific about your complaints. They have actually called me to threaten the hotel with a fine once. Of course, I had no authority over that, but whatevs. 

We really do welcome genuine feedback, but harassing employees is not the way to get your message across. Bring your harassment to the right people. We'll try our best to relay your concerns, but if that doesn't work, explore options other than making my life miserable.

Also, don't be one of those people who makes up shit just to get a free room. We can tell. You're an asshole. Your comeuppance awaits.