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.
 

Over the years I have acquired some pet peeves about service and some mistakes that employees make when providing these services.   I have also developed  some simple remedies to correct most of these infractions.  Some examples that come to mind have to do with bellmen.  For some reason, I find it very

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annoying when a bellman uses my luggage to prop open the guestroom door.  The more prestigious the property, and the better the bellman�s other services,  the more I am put off by this small point.  Am I the only guest with this reaction?  I think not. 

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.

• Former head of AAA Lodging/Dining Ratings Program. 
• An independent consultant serving the hospitality industry. 
• A Special Training Consultant to the Educational Institute, American Hotel/Motel Association