Hotel Management Company Tips of the Week | November 1, 2024

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Hotel Best Practices from a Family-Owned, Third-Party Hotel Management Company

Motivational Quote of the Week
"We make up horrors to help us cope with the real ones." - Stephen King

• Hotel Team Application: This Halloween, encourage your team to recognize that even small “horrors” in the hotel—like miscommunications or missed details—can feel big to our guests. By facing these issues proactively and working together, your team can prevent minor mishaps from becoming major complaints. Remind them that addressing challenges head-on and finding solutions is the key to creating a smooth, enjoyable stay for every guest, even in the face of unexpected obstacles.

Click 'Read More" (below, if necessary) to view the rest of this week's digest of tips and best practices for hotel maintenance, management, housekeeping/laundry, and front desk from the team at Jackson Hotel Management company in Virginia. Click here to learn more about our hotel management services. ​​

Maintenance Tip of the Week
Effective Building Security Measures

• Explanation: Implementing strong security protocols safeguards guests and assets.
• Impact: Guest and staff safety, reduced security risks, and positive guest perceptions.

Steps:

• Conduct a security assessment to identify vulnerabilities and areas for improvement.
• Implement security measures, including access control systems, surveillance cameras, and alarm systems.
• Train all personnel and staff on security protocols and emergency response procedures.
• Establish a clear incident reporting and response process for security-related issues.
• Regularly review and update security measures in response to changing threats and guest safety needs.
• Conduct routine security drills to test the effectiveness of security protocols.
• Collaborate with local law enforcement or security experts for insights on potential security enhancements.
• Implement strict visitor management policies to control access and track guest movements within the premises.
• Conduct periodic audits to ensure compliance with security protocols and identify areas for improvement.

Management Tip of the Week
Accountability and Ownership

• Explanation: Holding individuals accountable fosters responsibility and reliability.
• Impact: Improved task completion, reduced errors, and potential for positive guest interactions.

Steps:

• Clearly define roles and responsibilities for each team member.
• Establish metrics and performance indicators for accountability.
• Conduct regular check-ins to ensure individuals are meeting their responsibilities.
• Provide feedback and coaching to employees who may need support.
• Celebrate achievements and milestones as a team.

Housekeeping/Laundry Tip of the Week
HOUSEKEEPING—Proactive Use of the HVAC Heat Setting in Fall

• Explanation: Proactively and temporarily setting the HVAC to heat during housekeeping services in the fall helps eliminate the buildup of dust particles, reducing the likelihood that hotel guests might experience a "burning smell" that may be discomforting.
• Impact: Improved guest comfort, reduced guest complaints about HVAC odors, and enhanced guest satisfaction during colder months.

Steps:

• Create a seasonal checklist for housekeeping that includes temporarily switching HVAC units to the heat setting during room cleaning, as local temperatures drop, to burn off any dust buildup safely.
• Ensure housekeeping staff know the hotel's default HVAC settings (e.g., Auto mode, heat 68°F, cool 72°F, no constant fan) and return units to these settings after service.
• Schedule a manager or supervisor to conduct spot checks to ensure consistency in HVAC adjustments across rooms.
• Monitor guest feedback related to in-room comfort and adjust procedures based on seasonal demand or additional guest needs.
• Remind housekeeping to report any issues with HVAC units, such as persistent odors or malfunctioning settings, to maintenance promptly for resolution.

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Front Desk Tip of the Week
Consistency Across Touchpoints

• Explanation: Maintaining consistent service quality across all interactions reinforces the hotel's brand.
• Impact: Positive brand image, guest loyalty, and potential for repeat business.

Steps:

• Develop and document service standards for all guest touchpoints.
• Conduct regular training to ensure staff adherence to service standards.
• Implement a system for monitoring service quality across all touchpoints.
• Address any inconsistencies promptly and provide feedback to staff.
• Gather and review guest feedback to ensure consistent service delivery.