Make a Good First Impression with Holiday Guests

A splendid ocean view from the DoubleTree Suites by Hilton Hotel Doheny Beach – Dana Point. The Double Tree is minutes from all the town has to offer, including surfing, sport fishing, golfing, and in winter months, whale watching.

When I got back from BITAC earlier this month, I felt like I had been on vacation. Traveling in a holiday month is usually hectic, but this was a smooth trip. I hopped on Atlanta’s transit system across the street from where I live, and got to the airport security gate in less than 30 minutes. Then I breezed through security for a no-hassle flight, and caught a taxi to the St. Regis Monarch Beach Resort in Dana Point, California, right on the ocean.

It rained the whole time, but we were busy at BITAC, with not one free minute to go outside. Besides, when you’re at a Five Diamond Mobil Four Star like the St. Regis, it doesn’t really matter if it’s raining. The hotel was beautifully decorated for the holidays, but what really struck me was the level of guest service and how fast it occurred. Example:  I couldn’t lock my patio door. Someone was there to fix it in two minutes.

Christmas California Style: The St. Regis Monarch Beach Resort welcomed the season by replacing its lobby fountain with seven tons of sand sculpted into a holiday tree featuring St. Nick himself.

BITAC was well worth our time. The fun part was that we not only got to solicit new business, we connected with eight of our existing clients among the management companies who were recruiting hotels for their portfolios. Owners were asking us about  coordinating guest requests and timing them. This surprised me because while owners “get” asset protection, they often do not understand the importance of guest requests and how to make them happen fast. hotel ServicePro tracks every request and response time.

First impressions count. On my last trip, I was glued to the election returns and the television in my hotel room didn’t work. It took 30 minutes for someone to get to the room, and he could not fix the TV. I ended up having to switch rooms. It set the tone for the rest of my stay.

Did you know that you can cut 50% of your administrative time on guest requests using hotel ServicePro Guest Request software?

Our MOD (manager on duty) feature is your safety net for speedy service.
hotel ServicePro tracks every request and response time. The front desk dispatches a request to a team member’s mobile device. There is no radio chatter to disturb the hotel’s ambiance. Our MOD (manager on duty) feature is your safety net for speedy service. If a request goes unfulfilled, our system dispatches it again at the time interval of your choice, and copies the MOD. You can call up an end-of-month record of your average response time. If it’s taking you 30 minutes to deliver towels, you’ve got a problem.

hotel ServicePro’s MOD (manager on duty) feature is compatible with hand held devices to ensure speedy service.

It’s almost a new year. In many properties, it is slower during the last two weeks of December. This is the best time to get trained on and practice hotel ServicePro.  You can install it, train on it, and hit the ground running in January.

Contact me if you want to install hotel ServicePro, save time with guest service requests, and make a good first impression.  Happy holidays to you!

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One Response to Make a Good First Impression with Holiday Guests

  1. tony says:

    First impressions are a key factor in hotel management. Having guests returning after their first visit is what drives success.

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