Jacob Kerr, the General Manager, of The Greenwood Hotel & Suites, a 500-room fullservice hotel stood up and began the weekly operations meeting with his department heads. He reviewed the sales and financial reports of the past week, then turned the meeting over to Samantha Zimmerman, the Director of Sales. “I’ve got some good news and some bad news,” Samantha began. “I’ve managed to bring back a group that is going to book 420 of our 500 rooms. They’ll be here for two nights during our slow time and will be using our banquet services for at least one dinner. “That sounds fantastic,” Michael said. “What’s the bad news?” asked Emily. The GM’s lips twitched into a quirky smile, “The group is National Youth Soccer League. Nearly every department head that had been with the hotel for longer than a year groaned. “Those are the folks that trashed the rooms last year,” Ashley, the chief engineer, complained. “It took us almost a week to get all of our rooms back into rentable condition.” “They also made a mess of the lobby,” Michael said. “On Sunday morning they dropped all their luggage in the lobby and took off for breakfast. Our regular guests could barely get through to the check-out desk. ”
“I seem to remember one of my room attendants telling me about this group,” Brandon said. “She told me that she found evidence of more than a dozen people staying in one room.” Samantha, the Director of Sales, stood, bringing her fist down on the table. “Well, they weren’t too thrilled with us either. I had to work really hard to get them to come back. It’s a great piece of business. Mr. Kerr the General Manager asked each department head to make a list of issues and complaints from previous years and to come up with solutions to help make the group’s stay less eventful for all.
The list for Housekeeping Department issues read as follows:
Þ Several guests had items stolen from their rooms.
Þ There was too much noise at night as there were many rooms with too many people staying in the rooms.
Þ One of the room attendants reported that they were shoved out of the way while she was cleaning the rooms (and indirectly injured) to get access to the rooms and valuables.
Þ Rooms were damaged and soiled to the point they needed at least 2 days of deep cleaning and repairs before it could be sold again.
A. If you were the Executive Housekeeper at this property, what would be your resolutions for the issues listed above?
B. What would you instruct your housekeeping staff to do to stay safe during this group’s stay?
The Greenwood Hotel & Suites takes great pride in offering exceptional service and a comfortable stay to all our guests. As the Executive Housekeeper at the property, I recognize the significance of addressing the challenges that arose during the National Youth Soccer League group’s previous stay. Our aim is to create a positive experience for both this group and our regular guests while ensuring the safety and satisfaction of everyone involved.
Theft Prevention and Security Enhancement:** To address the issue of items stolen from guest rooms, we will implement a comprehensive security protocol. This includes installing in-room safes for guests to store their valuables, encouraging them to utilize these safes. Additionally, we will collaborate with the security department to increase surveillance in common areas, corridors, and entrances, deterring unauthorized access and theft.
Noise Control and Guest Comfort:** The noise disruptions caused by overcrowded rooms will be tackled through stricter enforcement of our occupancy policies. We will enhance communication with group leaders during check-in, clearly explaining our policies and the importance of adhering to them. Additionally, we will designate quiet zones within the hotel to ensure that our regular guests and group attendees enjoy a peaceful environment.
Staff Safety and Guest Interaction:** Our room attendants’ safety is paramount. We will institute a “Room Access Policy” for cases where guests resist or obstruct cleaning procedures. In such instances, attendants will be advised to immediately report the situation to security, ensuring their safety. Clear communication about the policy will be shared with all staff members, empowering them to prioritize safety and professionalism.
Room Condition Management:** To prevent excessive damage and soiling of rooms, we will implement proactive measures. Pre-check-in inspections will be conducted for group rooms, noting any pre-existing damage. Additionally, we will provide clear guidelines to group leaders on responsible room usage and consequences for negligent behavior. Upon check-out, thorough inspections will be carried out, and any necessary cleaning and repairs will be expedited to minimize downtime.
Effective Communication:** Housekeeping staff will be equipped with radios or communication devices to immediately report any concerns or incidents to the security team. This enables rapid response in case of confrontations or security breaches.
Buddy System:** Staff will be encouraged to work in pairs, especially when servicing rooms of larger groups. This not only ensures safety but also enhances efficiency in case of any unforeseen challenges.
Personal Safety Training:** Housekeeping staff will receive training in conflict resolution and de-escalation techniques. This equips them with the skills to handle challenging situations while minimizing risk to themselves and guests.
Emergency Procedures:** Comprehensive training on emergency protocols will be provided, including evacuation procedures and how to handle medical emergencies. This empowers staff to act confidently and effectively during critical situations.
In conclusion, our approach to resolving the challenges posed by the National Youth Soccer League group’s stay involves a combination of enhanced security measures, improved guest communication, staff empowerment, and proactive damage prevention strategies. By prioritizing guest experience and safety, we aim to create a harmonious environment for all guests, ensuring their comfort and satisfaction throughout their stay at The Greenwood Hotel & Suites.
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