hotel ServicePro Blog

I ran across this post by Scott Anthony, author of The Little Black Book of Innovation and immediately thought of hotel ServicePro and the impact it can have on performance!

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“Passion only matters if it leads to an innovation that delivers impact, whether that impact is measured in revenues, profits, improved process performance, or something entirely differently.”  Read Full Article

Our partners Lizz Chambers and Tommy Beyer from Newport Hospitality recently collaborated on an article about team member satisfaction.  During this busy time of year, we often neglect the simple, yet powerful “Thank You”

-From Housekeeping to Sales, pay on the average ranks 6th ….Surprised? Believe it or not, pay is very seldom ranked number one. It is not that pay is not important, but pay is only number one if other basic needs are not met. Therefore, when attempting to create an environment for motivating your workforce, throwing money at them is not always the answer. What was Number 1? In my workshops it usually varies between three…”I want my boss to appreciate and recognize the work I do”…

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What do you do to motivate your team members?   Let us know!

Dear Guest: Taking showers in your guestroom uses valuable energy and water resources. As part of our ongoing commitment to environmental conservation, we ask that you help out by taking a cold shower. Cold showers reduce the need to heat the water and also result in less water usage because you won’t be in there for as long. Taking a cold shower has many benefits: It increases circulation, it ages the skin less, it helps cure hangovers, and it’s an invigorating way to start your day. Historically, several famous people also are cold-shower advocates … So please help us save the planet by taking a cold shower! Thank you!

Cold showers and the future of sustainability – Read full article by By Eric Ricaurte, HotelNewsNow.com columnist  

In a recent article by Stuart Grief, he discusses the importance of tracking guest problems:

While you can’t address what a guest doesn’t raise to your staff, you can start to get smarter in learning what you don’t know. The sooner you can understand these hidden impacts on your guests’ experiences, the sooner you can begin addressing them and raising the performance of your hotels. That’s something with which your guests won’t have any problems at all!

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 Stuart Greif is VP and general manager of the global travel and hospitality practice for J.D. Power and Associates

This week as we approach the 10 year anniversary of 9/11, I am reminded of a grim and dismal time in the hotel industry.  The following article resonates the attitudes of winners during that time – those who did not sit back and follow.  I remember being on a conference call with Janie Wiltshire as the new year started, and she said something to the effect that 9/11 was over, it was now January 2nd; time to move forward…  So as we approach the anniversary of 9/11, let’s remember, but not relive.  And move forward.   

In the Eye of the Storm – By John Hendrie

Over the Labor Day Holiday weekend, we all were experiencing some quietude, really looking to see how the upcoming short work week would shake-out. We were not nervous, rather a little edgy. These are uncertain times. We have watched the Dow Jones take astounding spins and turns. We are all a bit shaken by recent weather events and even those ongoing, like in Texas. The Arab Spring moves into Fall, Europe is skittery, Asia muscles along. But, still, we are a bit anxious.

School is back in session; vacations have ended. Many of us begin budget planning for the New Year, very careful with our projections and assumptions, particularly after a less than robust August. This is a time of prudence. What’s around the corner?

President Obama makes a major speech this Thursday on the Economy, jobs focused. The Republican candidates attempt to establish their bona fides on a National stage on Wednesday. We, the audience, try to figure out what is what, where, when and why. The How gets buried in vitriol. Nerve-wracking!

We do have some choices. We can be a passenger, buckled in our seats, watching the landscape cruise by, wind in our hair – very safe. Or, we can take charge of the situation – ours – plan and execute next steps – take charge of our own destinies. Not much will happen in Washington this year, and, certainly, next year with Political campaigns afoot, nothing will happen. That is a real span of time to remain merely status quo.

This is not a perfect world, particularly for Hospitality businesses. We are also not known for pushing those envelopes, being particularly innovative, daring to lead. No, we play it safe. But, in our guts (and hearts) we know this will not work this time around. Uncertainty invites either courage or timidity. Time to act!

What will you do to take charge?  Share your thoughts…

In a recent article for HotelNewsNow, Caroline Cooper sites 10 ways to keep guest loyal.  Number 5, ask for feedback, really stands out.   Although hoteliers probably know what they are doing right, feedback gives you a second chance to exceed expections in the areas that you are not.  Feedback is a gift, ask for it -

5. Ask for feedback. Never take your regular guests for granted; ask for their feedback and resolve shortfalls quickly. Problems or challenges are often your opportunity to shine and leave a positive lasting impression if dealt with positively. Now’s a chance to exceed expectations. Face-to-face feedback will always win over a comments form or questionnaire. Ask guests what they like and what disappoints them, if anything, so you can learn from this and continually improve. Guests will be flattered if you ask for their opinions. Also ask for their feedback on new ideas or for their recommendations on how things can be improved.

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What is the best feedback you have ever received?  Let us know!

A few weeks ago I had the pleasure of talking with an old friend with a background in the hotel industry.  Of course, the topic of conversation always ends up back to hotel management.  So I asked Ty Bushart, a former QA Auditor a few questions about his job:

How long were you an auditor?

4 years, and conducted over 700 hundred hotel inspections. 

What are the top 3 things you see at hotels that cause an immediate bad guest impression?

1. Used looking items.  Everything in a guest room should look like it has never been touched – collateral, towels, tissue…
2. Ripped flags.  It is the first thing you see when you drive up.  This should be a part of your daily inspection.  If the flag is ripped, it could be an indication of the condition inside the hotel. 
3. Uniforms.  Old, torn uniforms or team members not in proper uniform can be an indication of the condition of the rest of the property.  If you do not take care of your greatest  asset, what does the rest of the hotel look like?

I know you moved from QA to Brand support.  Is there any correlation in top revenue producers and top “Quality” operators? 

Yes, they go hand in hand.  Anyone that follows brand standards and maximizes all systems and technology are always the most satisfied operators.  Those operators always follow brand standards.   I know it sounds simple, but following the brand standards is the best way to maximize revenue and extend the life of your asset. 

 Share your thoughts…What are your top 3 Guest Satisfaction issues?

Tye Bushart currently owns and operates 6 Diet Centers across the Mid South.

According to the current American Customer Satisfaction Index (ACSI), Guest Satisfaction in hotels rose 2.7% to a score of 77.  Leisure travelers are more satisfied than corporate guests.  “Although guest satisfaction has benefited from lower rates and various perks, there has been no effect on customer loyalty and repeat business.  Price-induced satisfaction tends to make people shop around for the best deal rather than promote loyalty.” said Claes Fornell, founder of the ACSI and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.  

I recently stayed at a resort for a couple of days at an incredible rate and was blown away by the product and service.  However, had I paid full price, would my satisfaction have been lower?  This makes me to think about the age old question:  Does rate influence overall satisfaction?  The scores of the ACSI study are indexed on a 100 point scale, taking into account product quality, service quality and perceived value (price).  The scores are a degree to which customers are satisfied, rather than a binary answer of whether or not customers are happy.  Or, with a decline in occupancy, are hotel operators able to give better service to fewer guests? 

Let us know your thoughts! 

For more information on ACSI, go to theacsi.org