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 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 Didn’t…
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 recovery strategy actually look like when everything goes wrong? I use the LAST + Follow-Up approach….
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…