How to Correct Them
|Harry Nobles, July 2001
During my many years of inspecting and evaluating hundreds of hotels
and restaurants and dealing with thousands of employees, I
sometimes think I have experienced every possible example of service delivery.
I hope I am wrong because that might lessen my enthusiastic anticipation
at visiting and shopping the next property.
I have suggested a simple, effective, and inexpensive solution to several clients; many of whom have adopted my suggestion. A small wooden or rubber wedge does the job very well. Each bellman carries a wedge and thus avoids the need to employ the guests’ luggage in what I consider an unprofessional manner.
Another of my quirks involves my garment bag.. I have devised a “bellman test” that I use consistently. I always place my garment bag in the trunk, fully extended, and with the hook plainly visible. The bellman or doorman who folds the bag flunks; those who handle it properly pass. The way the bag is handled in the room can also be part of the test. Proper handling at the door and hanging the bag on the luggage cart can be totally negated by the failure to hang my bag in the closet.
I also dislike having a suitcase placed on the luggage rack with the handle facing the wall; the handle should always face outward.
Is this too demanding? Is it too picky? I think not, particularly at a highly rated full service hotel that takes pride in delivering the highest level of service.
All these flaws can be avoided, or at least reduced in frequency by proper training, on the spot correction, and constant follow up.
Over the next few weeks, I will discuss common service flaws and suggest some solutions. As always, I welcome your feedback. I would be particularly interested to hear about any similar service mistakes you have encountered. Next time, some food and beverage service items.
|Also See:||Food & Beverage Mistakes & How to Correct Them / July 2001|
|Attitude vs Aptitude / June 2001|
|Female Business Travelers' Expectations / June 2001|
|Is Outsourcing Your Training a Viable Alternative? / June 2001|
|Unique Identity + Consistent Service = Success / May 2001|
|AAA Standards vs Guests' Expectations / May 2001|
|Are Your Guests Better Informed Than Your Staff? / April 2001|
|Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001|
|The Design Theme - AAA / Mobil Ratings Connection / March 2001|
|Attitude Can Make the Difference / January 2001|
|How Should Casino-Hotels be Rated? / Dec 2000|
|Does AAA Rate Resorts Fairly? / Nov 2000|
|Is Your Property Suffering From Design Deficiency? / Nov 2000|
|The Future of AAA Ratings / September 2000|
|What Is Your Optimum AAA Rating / August 2000|
|If You Disagree With Your AAA Rating…../ June 2000|
|Are AAA Ratings Always Accurate and Objective / May 2000|
|Creating Atmosphere / Jan 2000|
|What is "Atmosphere"? / December 1999|
|Maintaining Your AAA Rating / Nov 1999|
|Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult? / Oct 1999|
|Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999|
|Consistency: The Hallmark of a Fine Hotel / September 1999|
|Who Should Train Your Employees / Aug 2000|
|Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998|
|Key to Success: Training + Follow-Up / June 2000|
|The Legend of the Pineapple / Harry Nobles / Feb 1999|