One of the most challenging, as well as most rewarding industries, is
the hospitality industry, and one of the most challenging tasks is to
optimally oversee the operations and maintenance of a hotel and its
facility. There are so many aspects involved, yet nearly every time I
visit a hotel, I observe glaring oversights. Large hotel properties
regularly invest enormous amounts of capital into maintaining,
upgrading, and enhancing their property, yet I have often noticed that
there is more involved than merely pumping huge sums of cash as a
solution. Over the last thirty plus years, I have consulted hundreds of
times to both the hotels themselves, as well as potential groups
considering that property for their event, conference or convention. A
few things that one should look for are listed below.
1. What is the first impression the lobby? Is it welcoming? Is there
sufficient seating? Is the seating arranged in a manner where there are
both conversation areas, as well as more intimate spots? Are doormen,
bellmen, desk staff, concierge, etc. attentive to the clients, or does
it appear less organized? Does everything look neat, clean, organized,
well kept and maintained, etc? Is the ventilation and temperature
consistent throughout the area? When outer doorways are opened, are
there noticeable drafts, or uncomfortable (either too hot or too cold,
or too windy) areas?
2. Are walkways and public areas consistently free of debris, litter, garbage, etc.? Are they attractive? Are there noticeable stains or discolorations on the walkways, walls, or any noticeable areas? These areas should be constantly monitored and cleaned, and scrubbed on a regular maintenance schedule to eliminate discolorations, stains, rust stains, etc.
3. If there is a pool area, does it appear safe? If available after dark, how safe is the lighting? How much security/ lifeguards are there assigned? Is the pool area sufficient for the amount of rooms? Is there enough seating? Is there hotel staff to assist guests regarding seating, as well as to assure that the pool area is constantly cleaned, maintained and free of garbage and debris? Is there staff assigned to remove towels from chairs left behind after guests have left, so as to maximize availability of seating for others? How attractive is the pool area? If this is an upper end property, does the outside area create a "Wow" moment? Are there slides or other fun things such as a swim- up bar, etc.? If food is served by the pool area, how attentive is that staff? How about pricing by the pool? While it is anticipated that pool area food will be sold at a premium, and it is a great money maker for the hotel in many cases, there is a fine line where the pricing is too high and many guests resent it, and thus make alternative arrangements.
4. By what hour, are all guest rooms cleaned every day? What is the housekeeper to guest room ratio? How clean are the rooms? Is the amenities pack supplied in the guest rooms what guests expect? Do the guest rooms have sufficient lighting, drawers, closet space, and are the bathrooms satisfactory?
5. What is the overall level of service and staff attentiveness? Are there a lot of lines? Is there sufficient staff assigned? Is the overall layout the property the most effective and efficient?
Hotels should realize that when someone stays at their property, and pays their hard earned money, they expect to receive some value. There is more and more competition in the industry, and much more segmentation. Each property should strive to be the best they can be in the segment of the industry they are claiming to be in. Obviously, luxury and deluxe properties are held to different standards in terms of the overall experience than lower end hotels, but regardless of the segment, there is never any good management reason to offer any less than a full effort when it comes to staff effort and cleanliness. It's not all about the many millions better hotels continuously must invest to stay competitive, but often its the little nuances and attention to details and maintenance that make a substantial difference in the overall guest experience.