Tag: Hotel EmployeesView All Tags
He's told us how to effectively complain to the front desk and how to book a hotel room like a boss. Now our former front desk manager has returned with some helpful advice for a traumatic experience--getting walked at a hotel.
Missed flight. Second missed flight. Five-hour layover. Raining. No taxis. You finally get to the hotel 12 hrs later only to hear this:
" Good evening and welcome. Unfortunately we are unable to honor your reservation at this time however we have…"
With the words slowly fading away, you see yourself follow the typical signs of grief: denial, anger, bargaining etc. Why did this happen? Why did it happen to you? Why today? These are completely understandable questions that go through every guest’s mind when their reservation is not honored at a hotel, more commonly referred to as "being walked."
Below you will find a complete guide to the "Walk" process--from how hotels manage their revenue/reservation management system to the planning that goes into place on a sold-out day, to what you as a guest should expect when you are walked and finally, how to ensure (or at least try) it does not happen again.
He's told us how to book a hotel room like a boss and he's given a behind-the-scenes explanation for a common room problem but now our former front desk manager is back with the most important advice of all--how to effectively complain to the front desk when things don't go your way.
"Can you please arrange a wake up call for me?" Check. "Can you please have someone pick up my laundry?" Check. "Can you please have someone service my room?" Check. "Why is my TV not working?" It will be fixed, check.
The front desk is truly the heartbeat of any hotel. That is not to say that the other departments aren’t equally important, like housekeeping and engineering, which really are some of the hardest working departments in a hotel but, the front desk serves as the main go-to point for every single issue, good or bad, for all hotels.
The true mavericks of this department are the front desk agents, the tireless staff who are the face of the hotel and constantly get called upon to do every single task, whether it is within their job description or not. They ensure that no matter what problem, what concerning department, who the last staff member spoken to, the guest’s issue will be sorted out through one point of contact, them.
Here are some Do's and Don'ts for effectively complaining to the front desk:
It's that time of year again: the 2013 HotelChatter Awards! Today and tomorrow, we'll be showcasing the best (and worst) of hotels over the past year. But we couldn't do it without you! Let us know your thoughts in the comments below, or shoot us an email. And the Award goes to...
OpenThreads are our way of handing over the microphone to you dear readers. We put forth a topic, a dilemma, a question, a preference, or an opinion and you let us know how you really feel.
Past provocative OpenThread discussions have usually involved something found inside the guest rooms (toiletry dispensers, bibles, tipping the housekeeper, etc. but this year's thread involved the waiters and waitresses working downstairs in the hotel restaurant.
Here's how it all went down for ASchecter in a Brooklyn hotel:
It's the day after Halloween and many of you are probably nursing a wicked Halloween party hangover and/or sugar crash. So we'll make this post super easy for you by giving you some snapshots of 7 hotels that dressed up for Halloween yesterday. We know there's way more of you out there so if you want to send along your fun staff costumes, please do so.
The Refinery Hotel, New York: Staffers got sexy for the hotel's Penthouse Freakshow Rooftop Costume Party.
Seminole Hard Rock Hotel, Hollywood, Fla.: The marketing department dressed up as different characters from the musical Grease.
Since hotels are in the business of making people feel good, it kind of makes sense that the people working in the hotels should also want to feel good themselves. That's what a new initiative hopes to do for employees at Affinia.
Earlier this month, a bartending workshop was led by Dushan Zaric, co-founder of the American Bartending Institute of New York, that actually had nothing to do with bartending at all. During the session, titled "The Art of Being Present," staffers learned how to think good thoughts, infuse their cocktails with love, and carry a marble in their pockets at all times.
Sigh. It's been a week since we last checked in on the Setai in South Beach which underwent major management shakedown just before Easter. And it looks like the drama shows no sign of going away anytime soon.
We just got a new statement from the ousted management company, GHM. Here's what they have to say:
General Hotel Management (GHM), innovative leaders in the luxury hotel space, has provided detailed financial statistics that refute the misleading claims that the Setai in Miami was mismanaged. “There is no evidence that any of the Lehman Brothers’ accusations are legitimate,” said Hans R. Jenni, president and director of GHM. “The Setai’s hotel management team is the best in the business. Our work at the Setai ensured the hotel was consistently ranked among the best hotels in North America.”
Hotel Uniforms / Hotel Designer Uniforms / Thompson Hotels / Hotel Employees / Jason Pomeranc / Theory / → All Tags
It's no secret that the handsome doormen of New York's coolest boutique hotels could (and do) work part-time as male models (we still wish we had gotten a close-up of this guy) but today, we've got an actual modeling shoot from the male employees at 60 Thompson.
Here they are posing in their new uniforms designed by fashion label, Theory, with some style input from Thompson's own Jason Pomeranc. A hotel rep tells us originally the unis were done by Tophat but then were mixed and matched with various retail items until the new Theory threads arrived. Overall, it's a stylin' yet still casual look. We like.
We've got a couple of more photos after the jump. And yes, you're welcome!
More info continues to come in from ex-employees at the Setai Hotel in South Beach which was the scene of a management shakedown last Saturday. And it looks like things were not very happy at The Setai for quite some time.
This Sun Post Weekly article from July 2011 details the rough working conditions inside the hotel's F&B operations. Namely, that GHM was importing young employees from other countries through their GHM Exchange program and had them working in excess of 40 hours a week.
According to the Sun Post, many of these exchange workers were threatened if they refused to work that many hours. Additionally, the report said the restaurant's service charges (aka automatic gratuities) often went to the hotel to pay for their expenses and not to the restaurants or their workers. One former employee emailed us to say that the GM of the hotel had told her they had to turn around every dollaras the owners were very tough on them.
Another day, another report from inside the luxury hotel in South Beach, The Setai.
Not so surprisingly, staffers are not happy with new management company, Trevi Luxury Hospitality Group, which was installed in the dead of night after kicking out the old management crew, GHM.
Yesterday we heard from an owner of one of the Setai condo units who said staff morale and service was at the lowest levels they have ever seen.
Today we learn that over 40 employees have already peaced out of the hotel, even though they are being offered $500 to stay. Additionally, there is no food service down on the beach. All of this comes at a bad time for the hotel as it's Easter Weekend this weekend and the property is sold-out.
We're guessing the hotel won't be organizing any Easter egg hunts on Sunday then....
Got any other scoop on the Setai Shakedown? Even better, do you work for either the Setai or GHM and want to share your story on the DL? HotelChatter is here for you! (Anonymity assured!)
Spring is in the air and the warm weather might have you contemplating a spring fling (the one-night stand from Spring Break doesn't count). If this is you, consider doing it with a Concierge. And here to give us 10 Reasons to Date a Concierge is our favorite anonymous concierge, @ConciergeCorner.
Dating anyone can have certain benefits but a concierge comes with a slew of perks and pluses:
1. Hotel rooms are rarely an issue...anywhere. Even if the concierge in question does not have a property or portfolio property where you’re going, chances are a hospitality contact can hook it up.
Hotel News / Hotel Housekeepers / Hotel Woes / Manhattan Hotels / DSK / Sofitels / Hotel Employees / → All Tags
The New York Times ran an interesting piece today on a contract reached between union members and the major NYC hotels that employ them. Among other tidbits, we learn that hotels will soon be providing employees with their own personal panic buttons.
The decision, clearly influenced by a certain scandal at Sofitel New York involving a certain IMF chief last year, is a sure victory for housekeepers and room-service waiters and waitresses everywhere.
As long as they don't get button-happy, of course, and start panicking every time a door slams shut. But still, the less we see of this kind of thing, the better.
DSK / Sofitels / Manhattan Hotels / Hotel News / Hotel Woes / Hotel Security Footage / Hotel Sex / Hotel Employees / Hotel Dancing / → All Tags
An in-depth article published by The New York Review of Books recently laid out DSK's every move on the morning of May 14, 2011. Now, several news sources are now trying to figure out the meaning (if any) of a three-minute celebratory dance performed by Sofitel employees immediately after their colleague, Nafissatou Diallo, gave her testimony to police.
Apparently, there is footage of hotel staffers high-fiving each other right after Diallo's sexual assault charges were made official—as if they had 'pulled off' some kind of premeditated plot. Though the hotel released a statement saying the dance only "lasted eight seconds," and that it had nothing to do with DSK whatsoever, it is still unclear why they were frolicking in the first place.