Author Archives: TrueGuest

About TrueGuest

Headquartered in Los Angeles, TrueGuest was created by former hotel executives to serve the hospitality industry by measuring and improving guest service and internal controls. Our Service Experience Audits are used by top brands such as Ritz-Carlton, St. Regis, Marriott, Renaissance, Hilton, Hyatt, W Hotels, Intercontinental, Sheraton, Radisson, Holiday Inn, Wyndham, and many more.

‘Hotel is Closing’ News Article Still Haunts Hotel

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We know that times are tough for most hotels right now.  But be glad you don’t have the problem that the Sportsman’s Lodge in Studio City, CA has.  Last July, the Los Angeles Daily News ran an article in their business section announcing that the hotel will be closing.  The hotel was a bit of a legend for many locals.  It seems that everyone in the area has a story to tell about the Sportsman.  The problem, the hotel never intended to close.  There was a miscommunication between the hotel owner and the Daily News reporter.  Of course, they printed a correction the next day but the damage was already done.  Word spread quickly.  Past guests posted their stories of their great experiences at the hotel and said how much they would miss it on the Daily News website.

Even today, many months later, there is a big banner on the front of the hotel that says ‘hotel is still open’.  So as tough as things are for you right now, be grateful that people know your hotel is open!

Cutting Payroll in Your Hotel Restaurants – Busser Edition

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If you are like many hotels, you are looking for ways to reduce your costs in your restaurants to compensate for the lower revenues.  In this first cutting payroll edition, we are going to discuss how to cut the busser (bussperson, busboy) position.  Many restaurant chains across the country have now eliminated the busser position.  Take a look at this article describing how chains such as T.G.I. Friday’s have eliminated the position.

First, a brief overview of how we see the bussperson position. Bussers are the key to a restaurant’s cleanliness.  They are relatively inexpensive to have on the floor during busy times.  However, they can really hamper good guest service.  Restaurants tend to use bussers to help the servers serve guests by doing things such as offering beverages and pre-bussing.  The problem is that guests cannot tell the difference between a server and a busser.  It does not matter if their uniforms are different.  When an employee approaches a guest’s table and offers a beverage, the guest expects that person is going to serve them.  Unfortunately, they do not always speak English and are not trained to properly serve the guest.  Many guest’s questions are answered with a blank stare or with, “I’ll get the server”.  Servers should serve.  They should be the first to greet the guest when they are seated.  They should take the drink orders and deliver them.  They should pre-buss and should deliver the checks.  A busser should never go to a guest’s table while there is a guest present.  If a busser is doing any of these tasks out of necessity, your server probably is unable to handle the number of tables he/she has been assigned.  You should reduce his/her table count until his/her service improves.

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Owner of Marriott Downtown Los Angeles Files for Bankruptcy

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Just a sign of the tough times the hotel business is facing.  The LA Times is reporting that the owner of the Downtown L.A. Marriott has filed for bankruptcy in an attempt to keep the hotel open for business.

The hotel has been owned by Ezri Namvar since 2007.

The hotel is located in the heart of downtown Los Angeles’ financial district and is very close the LA Live.

It is a great hotel and we wish them luck.

Three Hotel Brands Named Customer Service Champs by BusinessWeek

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businessweekFour Seasons Hotels & Resorts (12th place), Ritz-Carlton (5th), and JW Marriott (25th) all made the top 25 of BusinessWeek’s annual best companies for customer service.  All three hotel brands received an ‘A’ on both Quality of Staff and Efficiency of Service.  All three also scored about 50 percent on Definitely Would Recommend Brand.  JW Marriott did the best on Will Definitely Repurchase by scoring 48 percent, a tremendous score for a hotel.

Other travel companies that made the list were Jetblue Airlines (19) and Enterprise Rent-A-Car (16).

To view the full list on BusinessWeek’s website, click here.

A Hotel Housekeeper Confesses

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Budget Travel ran a great article in their February issue as part of their confessions series.  Read the full article here. The article is written by a hotel room attendant who clearly does not enjoy her job and took every shortcut possible from skipping the vacuuming to placing a do not disturb sign on a door or two.

We believe that hotel cleanliness has greatly improved over the last decade or so.  Remember the old days of room attendants washing the drinking glasses in the bathroom sink and having comforters that were cleaned once a year?  Whoever invented the triple-sheeted bed deserves an award.  We also love new hotels that skip the bathtubs and just install showers.  I could not imagine taking a bath in a hotel room and doubt many guests ever do.

When you click over to the magazine article, be sure to read the comments at the bottom.  There is some great stuff there!

Ask TrueGuest: PBX Basics

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Dear TrueGuest,

I was recently promoted to PBX Manager at a 4 diamond hotel.  Our service scores in PBX have been awful.  Can you help?

Thanks,

April

 

We can help.  Good phone skills are a lost art.  If you are experiencing poor scores when it comes to handling phone calls, focus on the basics.  The secret to PBX is consistency.  Here are some basic tips:

1.  Make it your goal to have every single phone call answered within 3 rings.  Test to make sure that it is happening.  Call the hotel during different times of the day and score each shift.  Don’t forget night audit.  We often call night audit and don’t get an answer even after 20 rings.

2.  Place a small mirror by every phone in the PBX office and teach every operator to answer every call with a smile in their voice.  If they have a smile in their voice, they also have a smile on their face…  hence the mirror.

Basics on answering external calls

All calls should be answered by using a greeting (good morning, good afternoon, good evening), announcing the name of the hotel, and announcing the name of the person answering the call, and an offer to help.  Example:  Good morning, thank you for calling the World’s Best Hotel, this is April, How may I help you?

The secret here is consistency.  The phone should be answered the same by every operator on every shift.

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Product Review: Suite Fridge Hospitality Refrigerators

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ard204abs_closed_enlargeRefrigerators in guest rooms are a great idea.  Old refrigerators with compressors that cycle on and off all night are not such a great idea.  We recently ran into a new refrigerator during a trip to a newly renovated hotel.  The great thing about the Suite Fridge is the addition of two new buttons.

The first button is a ‘quick chill’ button.  It can turn a newly installed refrigerator to the right temperature in just two hours.  It is a great energy saver and useful if your hotel does not have refrigerators in the room but delivers them on request.

The second button is a ‘snooze’ button.  What a great idea!  The guest hits the snooze button before sleep and then enjoys 8 hours of silence.  The refrigerator stays cold as long as the door is not opened.  For more info, check out this website.

USA Today Article About Guests Noticing Hotel Cutbacks

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USA Today posted a pretty good article titled ‘As Hotels Struggle For Business, Some Guests Find An Upside’. Click on the link to read the entire article on their website.

The article talks about how guests are finding much better deals on hotel rooms now than ever before, especially at luxury hotels.  But the most important part of the article is the section titled ‘Guests Notice Cutbacks’.  From the article: Hotels cannot hide all the cutbacks. Some frequent travelers say they’re starting to notice little things.  From the article:

usatodaySome amenities — such as a bottle of water in the room or a newspaper delivered to the door — are gone. The quality of complimentary food and beverages has diminished in some club rooms or lobbies, or at hotel managers’ guest receptions, they say.

Because many hotels have cut their staffs, frequent travelers say they’re waiting longer to check in and out, have rooms made up and have cars retrieved by valets.

“There are fewer people to provide basic services, answer questions and make suggestions for restaurants and activities,” says Howard Knoff, an education consultant in Little Rock.

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WSJ Reports Businesses See Rise In Employee Theft

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WSJ-LogoThe Wall Street Journal posted a great article on the rise of employee theft as a result of the recession.  You can read the entire article on MSN’s Money page here.  The article reports that ‘New research shows that employers are seeing an increase in internal crimes, ranging from fictitious sales transactions and illegal kickbacks to the theft of office equipment and retail products meant for sale to customers.’  The article also mentions that ‘To many employers’ chagrin, the workers guilty of the most grandiose theft frequently turn out to be those deemed to be highly trustworthy’.

We have seen a dramatic increase in internal theft while in the field and expect to see a continued increase in 2009, especially in employees who rely on tips for a large part of their salary.  Many hotels have been forced to dramatically reduce the number of hours as occupancy declines and many of the hotel restaurants have slowed down.  Many employees are now really struggling to make what they made in the past and most cannot afford to take a pay cut and still pay their monthly expenses.     Continue reading →