What happens if you have three dogs, in the same room, and one of them starts barking while another is jumping around creating havoc? You check the guest folio and there’s no pet fee, no notes saying they have a dog at all. So you talk to your front desk agent, and he says the…
What if small hotel room management did not require replacing your PMS, installing new software, or beginning a complicated technology project? What if your front desk, housekeeping team, and managers could see the same live room information; from one straightforward board? That is QBoard. In our previous article, we explored why room management at many…
Here is a question worth asking: right now, can your whole team see the same floor? You, your supervisor, and your front desk, seeing the same rooms, the same thing, at the same time? Not a general idea, or what the morning report said three hours ago. Right now.? For most independent and small hotel…
I was brought in to look at operations for a multi-property hotel brand. It was the kind of property group that appeared to have a complete hotel supply inventory management system in place. Purchasing and inventory software, vendor contracts, and a housekeeping team that knew what they were doing. On paper, everything was in order….
How do you keep your small hotel linen PAR levels healthy? I didn’t bring in a consultant or buy new software. I used what we had, and I applied a framework I had been building in my own head for years, something I now call OSTRO: Observe, Strategy, Test, Refine and Operate. The Job I…
You evicted the problem guest. You documented everything and did it right. However, the next morning, the reviews told a different story; and none of them were about the guest you removed. So, what does a successful hotel guest service recovery strategy actually look like when everything goes wrong? I use the LAST + Follow-Up…
A Friday night. Three rooms. A bachelorette party. And a lesson about how to evict a hotel guest that every independent hotel operator needs to hear. When a Bachelorette Party Took Over an Entire Floor It was just past 2AM, when my front desk agent rang my cell. She wasn’t panicking, she was past that….
A quiet night in San Juan. During my time task-forcing, responding to a guest disturbance without a security team was the norm. In this case, I was assigned to an iconic hotel renovation in San Juan, Puerto Rico; one of those properties where half the building is under construction, the other half is still hosting…