Why Do You Do It?

Honestly because I love it. 

If you are in the hotel biz then you know what I mean.  It gets in your blood or maybe under your skin...depends on how you look at it.  The opportunities for new and random adventures with unexpected encounters never stop. And some encounters are so bizarre that others just couldn't believe it.  I'll save those for the book.

It's never the same, each day brings something that you had no idea could or would happen.  Why is that?  I guess it's because we deal with every type person imaginable and have a variety of amenities to offer.  Rooms with all kinds of views and options, suites of every configuration, beds and pillows of all types (see previous blog), restaurants, bars, social areas, meeting space and of course a diversity of things to do, see and experience in our area.

Then we have all walks of life, families, vacationers, business travelers, social groups, clubs, associations, reunions, the list goes on and on.  From birthday parties to business meetings...we see rich, poor (sometimes unfortunately even homeless), young, old, families, singles, serious, fun filled, grouchy, clueless, brilliant, angry, in love.....etc.

So what makes it worth while?  Knowing that each and everyone of them has a true need or reason to be here.  Whether they know it or not, they were 'sold or marketed' to and it got them to us.  It's hard work on our end and sometimes only seconds (with high-speed connections just nanoseconds) on their end.

But regardless of how they found us, it's worth it to us.  We honestly live for this!  Build it and they will come is our daily mantra.  It's already built....so we say COME!  'Let us give you rest.'

Ask anyone who has spent a day, or a lifetime, in the world of the hotels and they will tell you....THEY are why we're here, THEY are why we get up at

'the crack of dawn' and work until

'the sun goes down' (without lunch sometimes), THEY are always worth our time.

If you don't love it you don't stay.  I think there are may other businesses that can say the same thing.  Retail, restaurants, healthcare, and on it goes.  Bottom line we do it because we care and we want to make a difference in someone's life.

Here's to making a difference!  And if we make a difference be sure and let us know.  It means a lot and hey might just keep us going for next 10 or 20+ years.

Sometimes It Pays To Stay Full Service

A hotel sales person always looks for the 'edge' when it comes to selling against your competitors.  If you represent a select service hotel you  outline the things that set you apart from the other guys.  And those of us in full service do the same thing - talk about what advantages we offer.  The following story is a grand example of why
"sometimes it pays to stay full service".

Let me start by saying I don't want to offend those that work (and hard I might add) in limited, select or focus service hotels.  I actually love your properties and truth be told when traveling on my own dime, I always stay with you.  Moving on.....

My friend Bob (all names have been changed to protect the guilty) recently took a 'weekend get-away' to meet old Navy buddies.  Allow me to set the story for you, these guys go way back.  And I’ll be gentle, but it’s been a few years (ok maybe 40+).  Their bond is strong, they don't get together often but when they do they laugh, have a drink (or 20) and reminiscing about the old days.

They agreed on a city, equal distance for each, that would provide more than a few bars for hopping.  They chose a 'full service' hotel for no particular reason other than location.  They arrive on a Friday evening and check-in to this nice establishment.

The evening begins at a Mexican Restaurant, 4 guys and 2 wives.  And boy, oh boy have those wives heard these stories over and over and over.  A few drinks, some Mexican food and this evening is up and running.  Off to the next bar....a few more drinks (wives a little bored by now - yet hanging in).

Then a Bar-B-Q joint with a kickin' blues band (now if that doesn't call for a few more drinks, I don't know what does).  Wives feel like going AWOL, but still along for the ride.

What next, why of course a bar called "Old Car Heaven" (don't ask....yes, booze and old cars - what more can you ask for) and music too.  Wives collapsed by now.  Ok you get the picture...the evening went late and involved a multitude of adult beverages.

Now here is where the story gets interesting.  After all the fun, drinks and story tellin' they can stand, they return to the hotel for a good nights sleep.

Smack dab in the middle of the night Bob gets the urge to eliminate some of the previously consumed liquids.  He arises, opens the door, goes through the door, hears the door close and then realizes.....he's not in the bathroom but rather in the hallway of the hotel!  The soft click of the door behind him brings him to reality that he is in his usual sleeping attire....'au natural'.  Yep, he's buck naked in the hall of a hotel at 3am in the morning. 

"Holy %@&* Batman, I think I feel a breeze."

In his fully now awake state of panic he thinks....what does one do in these circumstances?  Naturally go knock on Jack's door (Navy buddy just a few rooms down).  But Jack, the other single guy in the group, takes a bucket load of meds and is out for the night. Bob not wanting to wake everyone around (but not including Jack) foregoes pounding on his door.

Plan B:  Look for a hall phone! Yes, of course a house phone by the elevator, every floor has one...right???  Nope, no house phone.  Yikes....."What now Batman?"

Plan C:  Ride the elevator down (sans clothes) to alert the desk of his desperate situation.  Well Plan C it is and he slinks toward the the elevator.  Then low and behold what does he see???  (Here's where full service becomes important.)  A room service tray with a NAPKIN, a glorious large, cloth napkin on top.  He almost shouts ~"Hallelujah"~.

With his new loin cloth, in place Bob heads to the the elevator.  Much to his relief and gratitude he rides alone all the way to the lobby.  He hides behind the corner and shouts to the Night Auditor "locked out of room 912".  The Night Auditor being a pro at 'all things unusual' answers, "no problem, I'll send someone right up".

Miraculously Bob again rides alone and scurries toward to his room. He backs his 'un-napkined' side against the wall and waits for rescue.  Soon the engineer makes his way down the hall as both men avoid eye contact.  Being a good hotel employee (and also used to 'all things unusual') the he asks Bob to state his full name.  I guess this is ID enough when you are 'buck naked' in the hallway at 3am.  Bob blurts out his full name and voilà - the door is opened.

The next morning Bob joins his buddies for breakfast in the hotel restaurant and brings them up to date on his 'nite-time adventure'.  They howl with laughter as he illustrates the events and all agree this will surely top of the list of their escapades.

So what's the bottom (no pun intended) line of this story?

• Cost of gas for trip to see old Navy buddies - $100.00

• Food and lots of drinks to celebrate old times - $300.00

• Staying in a full service hotel that offers room service  - - -

PRICELESS!

"Just One More Thing"

Might just be the words that land the business.

My hotel uses a secret shopper service, you know the kind that catches you as 'you really are'.  It might actually be someone that comes and checks into the hotel, but in our case its a phone call.

As much as we all personally dread 'being shopped' it is perfect way to see how sales managers sell day to day.  Now of course there is a lot of conversation about this and managers always say "I know when I'm being shopped".  But do they? 

Recently a young, new to the industry, catering manager (who consistently  scores  100% on shop calls) got a call from a bride and she just knew was a shop.  So she did what we preach for all inquiry calls, she pulls out her check-list.  This are a 'cheat sheet' if you will of questions to qualify and gather information and includes reminders to offer features and benefits - (see previous blog "It's Not About The Bed" for more on f&b). But most importantly it prompts one to close (aka ask) for the business'.  See if you really use the check-list on every call (not just shop calls) you will book business (or at least the very least get perfect shop scores). 

Sara pulls out her 'cheat sheet' and begins the process (remember she thinks this is a shop).  She starts at the top and by golly is determined to get through the whole list. The poor bride on the other end is not only NOT SHOPPING HER, she is calling from her job.  And Sara presses on.

At some point the sweet bride (they're all sweet at first) says "Um I need to run, I'm at work".  "But I'll call you back".  To which Sara replies "Just one more thing" and keeps on down her list.  

Finally a now frustrated, yet sweet, bride begs..."I've really got to go!!"  I'm at work".  At which point I think Sara said she might have slipped in one more "Just one more thing".

Poor bride.....at the cusp of losing her job (which she needs to pay for the outlandish wedding she is about to plan) and good ole Sara relentlessly asking.....asking.... qualifying....qualifying....not about to let her go.


Bottom line, Sara stays focused and on task, but with a nice demeanor.  And guess what...she almost always get the sales!  Why?  Because she's not afraid to say.... "Just one more thing"!  Until she gets to

"YES, send me the contract".

Hey Sara - "Just One More Thing" - you're my hero!  Keep up the terrific work. 

Oh and sure hope the 'sweet bride' didn't lose her job. 

They Remind Me To Be Thankful!

 

Just today as I walked through the lobby of my beautiful hotel I had to stop and think.........what am I thankful for?  Why you ask?  Because before me, in a most prominent place, was a huge banner welcoming 400+ soldiers.  Yes United States Army Soldiers, for a conference to help them realize that "they matter and they are important". 

Do you know what it does to you to see 400+ young men and women proudly clad on Army fatigues right in front of you?  I was in awe.  In awe of their numbers, sharp appearance, stature, obvious dedication to their mission (you can tell by watching them), and it all took my breath away.  Each soldier I encountered greeted me with a polite hello and I, of course, reponded likewise.  Again, almost breathless.  I can't convey the respect I have for these young, old, men, women.  I may not totally understand or agree with the wars they must fight, but I do agree they are "Our Finest".  And they are to be thanked and respected!  Nothing less!!!

I'm thankful the person who made the arrangements for them chose our hotel, but I truly feel the honor is all ours.  I think I would feel the very same way if they didn't pay a cent.  Actually in all reality, I think we do owe them!  And how could we ever re-pay them for their service.

I'm certain we will serve them with the usual courtesy we give all our guests.  But its my true desire they enjoy their nights on plush beds, the comfort of our surroundings, the glow of our awe, the abundance of the food and mostlyl the pride we take in having the honor to host them, if only for a few days.

God Bless them and Godspeed an end to all wars that require their service. 

Yes they do remind me to be thankful!

It's Not Always About The Bed - Or Is It?

In the past few years hotel beds have been all the buzz - even before rainforest shower heads and curved shower rods.  They defined brands, were highly touted and marketed and yes even have impact on total room decor.  Whether it’s the deluxe comforter (stuffed with 18 inches of goose down that might actually suffocate a guest) or the luxury bed spread (featured on http://www.closeouts.com/; deeply discounted and in last year's colors).  Oh my and don't forget the bed scarf.  Bed scarf!!  What the heck, since when did a bed, much less a hotel bed, need a scarf?  And then that raises the question what to do with the scarf when you sleep?  I've actually used the darn thing for warmth when the room was sub-zero with no other possible setting.  Then all this bed talk naturally leads us to the pillows – oh wait....this is all so complex – I think pillows may actually require their own blog in the future.

Back to my original question, when it comes to the customer is it really about the bed?  Well you don't know unless you ask.

Wait - ask the customer what's important???  Now that is a novel concept isn't it?  I can't tell you how many times I've said in DBR* "What's important to the customer?" and the sales manager has no idea.  Why - because they haven't asked the questions to find out.  The manager will respond something like “they didn’t say" or "I wanted to check the space first".  I could go on and on with excuses for not asking - but you get the point.

Bottom line 'ya gotta ask' or maybe just listen for clues (listening...oops that brings us to a whole new subject that will indeed require a separate blog) when asking other questions.  Like "where will your attendees be coming from"?  Answer - "most are international and will arrive very late after long flights.....hint here - the bed WILL BE IMPORTANT.  And it didn't even take rocket science to figure that out.  So once you know this will lead you to good ole F & B. No not Food and Beverage, but Features and Benefits.  Yep!

This brings us to Features and Benefits.  I once had a sales manager ask me "is a bed a Feature or a Benefit"?  Good grief you are thinking what an elementary question.  But it's a difficult one if you don't know the answer.  So back to the question....is a bed a Feature or a Benefit?  Well in the words of a former boyfriend, Rick, "YES"!  (This was his usual smart@#! answer to any question with 2 possible answers.)  So, is it F or B?

Let's gather more info from per my good friend - Merriam Webster.

Feature - fea·ture
Pronunciation: \ˈfē-chər\
Function: noun
Definition: a prominent part or characteristic.
Use in a sentence - Our beautiful, fully comforted and scarfed beds are a prominent feature of our nicely appointed and decored guest rooms.  (In other words 'we have a bed like most every other hotel in the universe').

Benefit - ben·e·fit
Pronunciation: \ˈbe-nə-ˌfit\
Function: noun
Definition - a: something that promotes well-being; advantage b: useful aid; help
Use in a sentence - Our beautifully comforted and scarfed beds will be a big benefit to your international travelers after late arrival.  (In other words 'you need to book your group with me because we have the BEST DAMN BEDS in the universe').

Ok got it?  Ask the questions so then you can offer the important features and true benefits to the customer. What will this get you, you ask?  A lot of business and most importantly the answer to:

It's Not AboutThe Bed.....or Is It?

Sweet dreams! Wake me when it's booked.

(*Daily business review - a daily meeting where all potential business is discussed.)