Add your own personal touch to routine tasks while continuing to meet the established standards. For example: —While visiting a room to fix a broken television, an engineer notices a child’s stuffed animals on the bed. After completing his assigned task, he arranges the animals as if they were watching the TV and puts the remote in the hands of one of the animals. —A front desk agent draws a happy face next to the room number on each...

Ineffective people cost you money.  Step 1 is to hire people who meet your core values and have the basic skill set you need… and then onboard them so they can become competent at the job. Competent employees are more likely to be engaged.  Competency comes from effective training. Those who believe training is too expensive should consider what a lack of training costs at both the bottom line (turnover costs) and at the top line (loss...

 Your HOD Audit musts… (Part 2) Be sure to pull all 4 HODs to complete your audits as each load differently and all need to be optimized. Put more information in the way of index points and area attractions.  Proximity & directions can be entered into each of the GDS’.  This will assist travel agents greatly in selling the benefits of your property. Check your Web Presence index to ensure you are on page 1 or 2 when searching...