The upscale Houston hotel had just opened two weeks earlier. The hotel was appointed with trendy, hip furniture throughout. My corner room was no different. But just because it looked good, didn’t mean the staff was up to par.
As I unpacked I opened a drawer to put away my belongings, I was surprised to see half a dozen pairs of men’s socks and briefs. Luckily — they appeared clean! I’ve traveled a great deal in my 3 decades in business, but never found another’s clothing in a hotel drawer.
Then I began putting my things in the bathroom. I noticed half-used open shampoo, rinse and soup in the shower. I began to wonder if the housekeeper had actually cleaned the room, although there were fresh amenities in the bathroom. I found other housekeeping-related issues — light bulbs burned out, mini-bar door broken, etc.
I can understand how a housekeeper could miss a burnt out light bulb, but there were just too many things to go unreported. I called and talked to the manager on duty. I felt he should know that the hotel had some week spots — specifically housekeeping — that were not congruent with the hotel’s desire to be considered a high-end property.
I’m guessing the housekeeper meant well. Maybe she was new or distracted or not well trained. But each room has to be checked by an inspector. So where was s/he? Are your managers checking the staff’s work, at least periodically, to make sure the quality standard is present?
Are you aware of where certain departments don’t support the image your company wants? Are there people who are asleep at the wheel that are undermining your image and/or brand?
Get more examples of good and not-so-good customer service in Remarkable Customer Service…And Disservice.