The Rooms Chronicle

Recently on a roadtrip, this author visited 10 hotels in 12 days. Ninety-five percent of the shower curtains were stiff and stinky. . .the way they get when they haven't been changed for weeks. As a guest, there's nothing worse than being trapped in the shower when the curtain stinks. There's no getting away from it, and nothing that can be done. And unfortunately, even if the guest takes the time to call housekeeping to ask for a clean shower curtain, the response is usually less than satisfactory.

How does such a simple thing become a guest complaint? First, shower curtains are not easy to change. And second, management makes it even more difficult to complete this task. What's the answer?

Housekeepers are lucky that shower curtain design has improved over the years so that placing a curtain on a rod can now be as easy as bending the curtain over the rod. Yet the rods are still mounted high on the walls and are difficult for short employees to reach without standing on the side of the tub. Then management fails to provide enough inventory of shower curtains to allow clean ones to be available. And finally, room inspectors (if there are inspectors in the budget) may be checking for hairs in the tub, but they aren't checking shower curtains. Roomkeepers are not cited for this oversight. Viola. The guest gets stinky curtains.

Here's the solution. Increase the inventory of shower curtains. Decide as a housekeeping staff how often the curtains will be changed. The best hotels will change it with every checkout. Within the budget, set parameters for what can reasonably be accomplished at the hotel. . .minimum once every 14 occupied days. Next decide who will change the curtains. The roomkeeper is the first option; however, housemen or preventive maintenance crew are also possible. And finally, inspect what you expect. Followup with staff to insure the curtains are fresh and reward the effort.

As more and more people travel with Smart Phones and easy-to-use-on-the-fly apps, they are posting realtime comments and photos about your hotel's performance. The best hotels use this occurrence as an opportunity. By using specially designed applications, hotel staff can monitor the internet in real time for mentions of the property. Perhaps a manager would even get to the front desk to help minimize the check-in wait ... moments after the guest posts the tweet. Revinate.com is a site that helps hotels manage social media. It collects every review, news story, blog post, photo, video and social media mention of your hotel, all presented in an easily managed dashboard. TravelClick's Searchview monitors the hotels presence on search engines, third-party sites and consumer review sites. Chatter Guard from Lodging Interactive is another program to monitor what people are saying about your hotel. People are talking about your hotel. Learn what they are saying and take steps to improve the hotel's operation.

Leave it to our colleagues in UK to be the first to offer human bed warming for guests. Here's the link to the Sky News story. http://bit.ly/5mnzV1

Bedwarming is not a new idea. Our ancestors had coal-filled long-handled pans to smooth over their sheets to take the chill away. Followed by hot water bottles and then electric blankets/mattress pads. But human personal bedwarmers in hotels? That's new. With Valentine's Day approaching, could it be something to add to a package deal? Definitely you could be the first hotel in the neighborhood to offer this very personal service!

The American Hotel and Lodging Association has issued a list of charities who are assisting with relief efforts for earthquake-shattered Haiti.

American Red Cross
www.redcross.org
800-REDCROSS

The Salvation Army
Blog.salvationarmyusa.org
800-SAL-ARMY

World Vision
www.worldvision.org
888-511-6593

Food for the Poor
www.foodforthepoor.org
800-427-9104

Catholic Relief Services
www.crs.org
888-277-7575

Oxfam International
www.oxfam.org
800-77-OXFAM

UNICEF
www.unicef.org

UN World Food Programme
www.wfp.org
011-39-06-65131

Doctors Without Borders
www.doctorswithoutborders.org
888-392-0392

Islamic Relief USA, in coordination with the Church of Jesus Christ of Latter-day Saints
www.islamicreliefusa.org
888-479-4968

Additionally, the FBI recommends the following precautions:

Make contributions directly to known organizations, rather than relying on others.

Be skeptical of officials asking for donations via email or social-networking sites.

Verify the legitimacy of nonprofit organizations, rather than following the purported link to it.

Do not give personal or financial information.

As the Holiday season approaches remember the ol' preacher's tip. "If you want to fill the sanctuary, schedule the children's choir to sing." How does that apply to hoteliers? Simple. Foot traffic in the hotel can mean revenue if managers do it correctly. School and church choirs can be invited to sing in the Lobby. Community groups can be invited to participate in decorating the hotel. Charity functions can be given space in meeting rooms. And while all the people are milling about the hotel, clever managers are selling food and beverage, gift vouchers for hotel packages and hotel memorabilia. Make sure the hotel bakes the best Yule bread in town and the best cookies. Set up a beverage cart to sell hot chocolate, mulled cider and flavored coffees. If local codes permit, sell spiked coffee and mulled wine. Using hotel-logo mugs, create stocking stuffer gifts with hotel package vouchers. The ol' preacher understood how to create traffic in his church, and then he delivered a great sermon. The best managers know how to create traffic in the hotel, garner revenue from that traffic and then sell something to build business for the hotel all through the year.

Eight years after Sept 11, 2001, the FBI is warning hotels to take extra precautions against terrorist efforts. The AH&LA just reminded members: "While there are no specific targets mentioned, hotel security managers should remain alert and review their security procedures. AH&LA encourages its members to be informed of the appropriate actions that can be taken to safeguard your properties." While warnings specifically warn New York and the larger cities, we know from previous attacks that terror groups may stay in small, roadside hotels while they are planning or are enroute to proposed targets. Stay vigilant, hoteliers. From the AH&LA:

"* Take inventory of what you're already doing for your hotel's security: Review your current security and crises management programs.
* Work with local law enforcement agencies to ensure your programs are in line with the community's plan to address possible terrorist activities.
* Incorporate relevant aspects of the community's plans into your own
* Make sure local law enforcement agencies have current blueprints of your property."

TRC would add to that:

* Meet with your staff to talk about how to notice things that seem out of the ordinary. Your staff knows how your normal guests behave, they know how a normal day "feels". They have an innate sense of the property, and - if asked to be vigilante - can report any person(s) or occurrences that seem "different".
* Phone your neighbor hotel managers. Talk about sharing information and keeping yourselves apprised of any suspicious activities.
* Be sure your staff have easy, immediate information about who to call for what, when.
* Stay personally involved in reading up to date information about the ongoing terror investigation:
To follow FBI press releases visit: http://www.fbi.gov/pressrel/pressrel.htm
To sign up for daily Homeland Security updates, visit: http://www.dhs.gov/files/programs/editorial_0542.shtm

For instance, in today's DHS note, they discuss the possibility of terrorists using hydrogen peroxide based bombs. As hydrogen peroxide is not an item roomkeepers typically see in hotel rooms, they could be alerted to watch for such bottles on dressers or in trash containers.

Let's all do our part to keep our nation and our citizens safe.

At the last staff meeting were staffers reminded to use the reverse side of discarded memos for scrap paper? Or did you discuss single-ply versus double-ply toilet paper? Or have you decided to hold back that purchase or replacement linens? You wouldn't be alone. Hoteliers around the world are scrambling to maintain profitability in this time of declining occupancies and demand for lower rates. But, we have been through slow times before and the best managers will trim their operations to preserve profits, but they will maintain customer satisfaction.

In every department there are opportunities for savings. One hotel reduced their cost for juice by placing 5 oz glasses on the breakfast buffet instead of 8 oz glasses. Another reduced the number of times per year the marble floors were polished. Another reviewed contracts for renting/leasing equipment and eliminated or purchased outright. Another reallocated guest rooms to create "budget" price points with limited amenities and service while maintaining other rooms at higher standards and higher rates. Another eliminated the hotel shuttle service, instead allowing a private service to stop at the hotel.

The keys to successful management of troubled times are:
1. Involve all team members in the discussion.
2. Begin by restating the hotel's mission statement and - with all changes - stay true to the mission.
3. Consider the needs of the clientele. What are guests looking for and how can it best be offered - affordably?
4. Consider the needs of employees. Before executing layoffs, investigate with them the possibilities of reduced hours, shared responsibilities between departments and streamlined tasks.
5. And, of course, consider the needs of the property owners. Often there are investments that will result in increased profits, such as energy saving equipment, property maintenance, joint marketing, or centralized reservations.

The best managers will be meeting with their suppliers to find savings. And with their competitors (shared laundry operations are a good example). And finally, the best managers will work hand in hand with local businesses to arrange tradeouts for services.

As we were riding the elevator down to check out of our hotel room, a staff member asked, "How was your stay?" We just sighed and shook our heads. She only had time to say, "Oh, I'm sorry" before the doors opened and we stepped out. She had no idea what brought us to the sad shaking of our heads, and we didn't have the time or motivation to tell her. We should have taken the time. We should have stopped everything, asked to see her manager, and explained all the details of what made our 3-night stay unacceptable. We just didn't have the energy - not did we believe that managers who run such hotels would actually CARE what we thought.

It led us to speculate on all the other times a manager or supervisor had taken the nerve to ask how things were -- and whether they EVER get real answers. We think people usually just say "fine" and try to avoid confrontation. In fact, experts write that only 1 in 24 people who have a complaint ever verbalize the comment.

How can guests be encouraged to tell what they think? Here are some tips for inquiring about the quality of a guest's stay.

1. Only ask open-ended questions. "Did you enjoy your stay?" will receive either a Yes or No answer. But "How did you enjoy your stay?" will give the guest an open opportunity to express their feelings.

2. Ask specific questions to zoom in on what the guest thinks. ""What do you think of our renovated fitness center?" Or, "I see you travel with your laptop computer, how did our wireless work for you?"

3. Or, ask a generalized question to allow guests to say anything that comes to their mind. "If you were the manager here, what would you do to improve our hotel?"

4. Be prepared to handle any response. For instance, if you inquire: "How did you enjoy your stay?" and the guest replies, "We can't wait to check out!", saying simply, "Oh sorry" will not help earn this guest's return visit. You must be prepared to take positive corrective action to any complaint.

Those of us in the industry are so lucky that our customers are standing right in front of us. Many other industries never see or have any contact with their clients. Those companies must rely on comment cards or mailed surveys. While we can and do use cards and surveys, our best bet is to simply be in the hallways and elevators and lobby to say "Hello." "How may I help you?" "What may I do to improve your stay?" And of course, "Thank you for staying with us."

The hotel is recently updated and everyone is so proud of the freshness of the rooms. But, when you think about it, do the bathrooms really work? Here are some tips for pleasing guests and improving the bottom line.....

1. Vanity Lighting. Some hotels have installed modern, residential-looking light fixtures over the sink. Pretty, but they don't provide enough light for shaving/makeup. A minimum of 30-foot candles on the vanity should be provided to avoid guest complaints. Tip for managers: choose fixtures that will look good, provide adequate light, be easy for housekeepers to clean and simple for engineering to maintain.

2. Exhaust Fan. Most guests are accustomed to bathroom exhaust fans in their homes. It is frustrating to stay in a hotel where the exhaust fan is not controllable on/off by a switch in the bathroom. Tip for managers: consider using a timer switch for fan control.

3. Shower Curtains. While many hotels have spent the money to change to curved shower curtain rods, managers may not have improved the curtain itself. Tip for managers: choose shower curtains that are the right length for the tub, hooks that allow easy removal of the curtain and curtains that are easily washed on property. Be sure the roomkeeper's routine provides for regular change of shower curtain.

4. Grab Bars. While many owners have chosen tub/shower liners to remedy old tub situations, they have not properly provided for safety grab bars. Tip for managers: There is a sunami of senior citizens coming they will need, want and eventually require safety grab bars. The handle above a soap dish is fine for holding washcloths, but will not protect you from liability for slips and falls from your guests. FYI, also invest in abrasion for the tub surface.

5. Showers/Tubs. It is pretty simple to please guests. Give them a strong shower stream, a tub stopper that seals, a diverter that doesn't leak and hot water. The mechanical things can be achieved with a good preventive maintenance visit to each room. It might include de-liming or replacing the showerhead and adjusting the controls. Tip for managers: In our article from Vol. 15, No. 4, When it comes to guestroom hot water, how hot is hot enough?, author Jim Stover writes that 89.4% of guestrooms deliver hot water at the shower in excess of 115 degrees F. Recommended temperature is 110 degrees F. Ca-ching! Get the temperature right and save money!

6. Amenities. As a frequent traveler, I've come to expect a hair dryer in every room, and bars of soap. But I can't count on shampoo, lotion or conditioner. I pack my own. Not easy, given increased security measures in airports, but the competition between hotels to provide the nicest amenity package seems to have dimmed. Tips for managers: if you plan to provide amenities, use it as a sale point in your customer contact points, i.e. your website, your brochures. Oh, and one more little tip - make the amenity packaging user-friendly. Remember guests have wet fingers when they are trying to open the plastic bag of soap or the tiny little lid on the shampoo.

For hotels located near airports, here's a quick little tip that will be well appreciated by guests.... provide a weight scale. Airlines are being very rigid in enforcing luggage weight limits, both domestic and international. And we all know how frustrating it is to be at the check-in counter, on hands and knees trying to rearrange suitcase contents to shift weight from bag to bag.

Make it easy for your guests. Provide a weight scale. At a minimum, keep a $20 bathroom scale behind the front desk and place a notice in guest rooms/ handouts/ literature to let them know of its availability.

Other ways of providing the service include:
1. Allow guest use of the heavy-duty scale used in purchasing to receive goods.
2. Place a bathroom scale in each guest room. Many upscale hotels provide this as a luxury amenity, but fail to market it as a traveler's assist.
3. Secure a scale in the fitness room or business center - accessible by use of guestroom key.
4. Don't forget to keep up-to-date on airline regulations for both domestic and international weight allowances.

Once upon a time, a guest believed that she had left behind a camera in her hotel room. After returning home, the guest (call her Ms. Sincere) called the hotel manager (call her Ms. Not-Too-Great). The call rolled to voice mail and Ms. Sincere left a very nice, non-accusatory message saying perhaps she had left a camera in room 407 on Sept 7 and could Ms. Not-Too-Great please check and return the call.

After two days with no return call, Ms. Sincere phoned the hotel again. The assistant manager took the call and promised to check with the housekeeper and phone back. The assistant manager also put Ms. Sincere through to the housekeeper's voice mail to leave a direct message.

After two days with no return call, Ms. Sincere phoned the hotel again and asked for the general manager. The reception desk staff stated that the general manager was not available. Neither was the assistant manager. Neither was the housekeeper. BUT, the staff member would check lost and found if Ms. Sincere would hold the line.

When she returned to the phone ten minutes later, she asked Ms. Sincere, "What exactly do you believe you left in the room?" Ms. Sincere described the camera. The staff member responded, "There was nothing found in that room that day."

OK, readers.... what is wrong with this picture?

Several things are wrong. And here's how the best hotels handle these situations.....

#1 TAKE PHONE CALLS FROM GUESTS. The best managers make sure guest calls are answered. If a caller asks for a manager who is unavailable, the staff member always gives facts and promises action. For instance, "Ms. Manager will be available after 2pm, but is there something I can help you with right now?"

#2 RETURN CALLS ASAP. If your hotel is set up to roll calls to voice mail, set up systems to review those messages frequently. And return the call pronto. Even if the answer to the guest's question is not known at the moment, return the call and let the guest know the staff is working on getting the answer.

#3 MAKE LOST AND FOUND SIMPLE. Since lost items are a frequent issue for hotel staff to manage, the system should be secure and simple. There is an article in Vol. 2, No 4 ("Lost and Found is an Essential Service" ) that clearly outlines a program based on one central place to secure lost items and one central place to log the items found. Smaller hotels keep a manual log book for lost and found, keeping it in housekeeping during open hours and at the front desk after hours. Larger hotels may keep their log book on the hotel's computer network, accessible by any staff member. And when a guest must be told that the item was not found, be sure to record the inquiry just in case the item is later discovered.

The point of the tipletter is this.... all the efforts made by staff members to present a clean hotel with friendly service can be undone by poor guest communications -- after the stay. Time to review your systems. What are you doing with lost and found? What are you doing about guest inquiries? How long does it take you to -- "return the call"?

As another change of season rolls around, front desk associates around the world brace for the complaints. Many hotel buildings are operated on a boiler/chiller system where Engineering can choose only one or the other. And once they have chosen, the system stays in that configuration for the remainder of the season. Guests are sure to call to complain of either being too hot or too cold. Guests find an HVAC control in their room that LOOKS like they can select either heat or cool to find comfort. But, actually they are only getting more or less of what the system is providing. The best course of action to prevent complaints?

1. Make a small card explaining the HVAC control and place in the guest room.
2. Coordinate with Housekeeping and Engineering to best preserve appropriate temperatures in the guest rooms. For example, closing drapes, or leaving bathroom fans operating, etc.
3. Prepare to handle complaints. For example, for those who are cold before the boilers are turned on, have extra blankets clean and ready. Or for those who might be hot because the chillers have been shut down, provide portable room fans.

Work as a team to brainstorm actions that can be taken to minimize complaints. And be proactive to help guests understand the situation in addition to making them as comfortable as possible. Guest satisfaction can be maximized with good training and planning.

Hotel rooms with individual heating/ventilation/air conditioning (HVAC) units can become the source of summer guest complaints when the units will not properly cool the rooms. If you find you are hearing from guests that their rooms will not cool down even when they have the unit set for maximum cool, management should check the following things:

1. There must be a good seal between the sleeve and slide-out condensing unit section to prevent infiltration of outside air that would give the thermostat sensor a false reading. (Check the article in Vol. 3, No. 5 for more information about this.)

2. Filters should be checked to insure they are not blocking the movement of air. Plan to change filters at least quarterly, preferably monthly.

3. The HVAC package terminal units should be cleaned, flushed and lubricated annually. Check unit instruction manuals for details.

4. Install air guides to prevent the rooms drapes from interfering with cool air movement. Too often the HVAC air goes directly into fluttering drapes rather than into the room.

5. Make sure windows are firmly closed. Northern hotels with storm windows (double window panes) may find that guests have misaligned the glass leaving openings for outside heat to enter the room.

6. Maintain vacant room drapes in a nearly closed position with perhaps 10 inches of opening to allow a minimum of light without admitting too much heat.

7. If management judges that room HVACs cannot cool a vacant room in less than 10 minutes, they should begin a routine that pre-cools some rooms prior to anticipated guests arrivals.

Of course there are costs associated with proper HVAC maintenance. But these ongoing costs are part of maintaining a comfortable hotel, and are much preferable to inconveniencing guests who may vote with their feet and check-out, never to return.

Recently a TRC reader (we'll call her Mrs. Manager) reported a guest complaint issue that had been resolved in a terrific way. A guest (we'll call him Mr. Smith) had booked a week at Mrs. Manager's condo building. Then Mr. Smith read online at Trip Advisor that a previous guest reported a condo from Mrs. Manager's association was dirty and populated with cockroaches. In a panic mode, Mr. Smith phoned Mrs. Manager and asked for assurance that everything would be clean and without cockroaches when he arrived. Of course, Mrs. Manager was very insulted, because her rental units were extra, extra clean and she would not abide anything like cockroaches crawling up walls. But, she never let Mr. Smith know her feelings were hurt. Instead she did these things:
1. She assured Mr. Smith that his condo would be very clean and promised if he did not find things to his satisfaction, she guaranteed to make things right.
2. She gave Mr. Smith the cell-phone number of the current condo-renter so he could enquire if the apartment met their standards.
3. She asked Mr. Smith where he had read the dreadful comments so that she could proactively reply to the complaint posted.
4. She gave Mr. Smith her cell-phone number and asked him to ring her upon his arrival so she could give him a personal tour of the apartment and the amenities of the association.
Dear readers, it doesn't get any better than this. This is an excellent example of how to reply to a guest in a proactive way.... and allay their fears.... and help them to relax and enjoy their vacation.

Want to read a little story of a General Manager doing something right? Read on....

Five months prior to arrival a customer used the hotel company website to book five rooms for Thanksgiving weekend. She noticed the rate confirmed as indicated for the first 3 nights ($152), but was doubled for the 4th night ($339).

Fast forward to one month prior to arrival. Talking with the family and re-evaluating her need for rooms, the customer decided she only needed 3 rooms for the 4th night. This would allow her to save $678!

Of course, the website was not able to handle that sort of change. It would have required her to cancel the entire reservation and rebook it as separate reservations. And by now the hotel showed no availability for her dates. So she phoned the hotel and asked for reservations, thinking she could work it out with the staff.

Unfortunately, the hotel operator connected the customer to the offsite reservations center. After 30 minutes of explaining and re-explaining the arrival and departure dates AND spelling and respelling the names of the guests, the agent successfully changed the reservation so that two rooms stayed only 3 nights. And the agent said to the customer: "Oh good, your rate even went DOWN by doing this. The rate went from $152 to $134." The customer asked to receive a new confirmation by email.

Guess what. When the confirmation arrived, the rate had gone down -- but only for the first two nights. The last-day-high-rate of $339 had stayed in the reservation for the final night. Now the customer was really angry. She phoned back to the 800# and asked for their help. After another 30 minutes, the agent admitted she was unable to "make" their computer system fix the problem. She advised the customer to phone the hotel directly. The customer answered that she had phoned the hotel directly to start with, and had been connected to the 800#. The agent answered that the guest should phone the hotel and ask for a manager.

So, the customer called the hotel and asked for the General Manager. She got his voice mail. Yikes! But, in less than two minutes, the GM phoned back and immediately grasped the problem. He calmed the customer down by saying, "I can fix this for you." He went on to say, "I see that you are giving me quite a few room nights...thank you!"

The General Manager:
- thanked the guest for calling him directly and apologized for the difficulty with the 800#.
- accepted the lower rate of $134 and applied it to all three nights for the two rooms.
- offered to pre-block the reservations so that the five rooms could be on the same floor.
- asked some friendly questions about the family reunion.
- asked if Thanksgiving dinner reservations were needed.
- explained that the city would be very busy with a convention and last-minute restaurant reservations would be difficult.
- mentioned that he would look forward to meeting the family as he would be in the hotel when they arrived.

That, dear readers, is textbook Great Service. He not only handled the situation quickly and effectively, he exceeded the customer's expectations by pre-blocking the rooms and offering the inside information about the restaurant situation.

After checking in late one evening to a busy downtown corporate hotel and settling into a room, I realized there was a problem. The busy street below my window and the neighboring fire department were going to cause a sleepless night. I phoned the front desk to explain the problem and ask their help.

Now, let me ask you.... do you think this was the first time the staff had heard this complaint? Stop and think -- in your own opinion, what should have been said to me? Ideally, the response would provide a solution for the noise problem that was great for me, AND great for the hotel.

The clerk said, "Would you like to move to a different room on the other side of the hotel?"

Do you think that is a good response?

It is good because it DOES give me an option. The clerk could have given other very poor answers: "Just turn up your TV and you won't hear the outside noise." Or, "We are a downtown hotel, you'll have to understand the noise."

But it is a bad response because:
1. It inconveniences me to change rooms after settling into the first room.
2. Since the clerk has no idea what I have done to the current room, an employee will have to clean/touchup the room before it can be re-rented.
Thus, this is not a good response for me or for the hotel. And it is extremely aggrevating because I know the hotel has heard this complaint many hundreds of times before. WHY do they not have a better response?

When you know something is wrong with your hotel, you should create a winning solution. If the problem is fixable, FIX IT. If the problem is not fixable, find a way around it. We are in the hospitality business. We should know how to make guests feel comfortable.

For instance, in the noise situation mentioned above, the managers can not move the hotel away from the sources of the noise. On the other hand, they could take steps to soundproof their street-front rooms, just as airport hotels do. If this major capital expense is not feasible, they must find other ways around the problem.

A win-win solution for this noise problem is easily accomplished for both guests and hotel. The best hotels have portable sound machines available for guest use. These machines provide instant, constant background noise which diminishes the sirens and street sounds.

The lesson can be applied to any common guest complaint. . .when you know it's wrong, find a solution that will be great for the guest and great for the hotel.

Recently the TRC staff visited a big-brand hotel in a major city suburb. As we parked the car and began to walk toward the entrance, we noticed litter along the drive. And in the bushes. And oil stains in the driveway. The snows had melted away and left quite a mess from trash accumulated over the winter months. There was a sheet of plastic flapping over the edge of the roof... perhaps a quick fix to a winter leak? Cigarette butts were scattered everywhere. We looked at each other and quietly shook our heads. What were we in for?

As we walked into the lobby toward the front desk, we were prepared for the worst. We were anxious about the quality of the hotel and the quality of the preparations they had made for our meeting. What kind of sleep would we get that night? How much energy would it take just to get through our business? All of these anxious thoughts were zipping through our minds. Unfortunately, everything did go poorly. The hotel absolutely failed to meet any of our expectations. And at the conclusion, we talked among ourselves about the forewarning of the littered, dirty hotel entrance.

What is the lesson here? For a guest, it is essentially true that the exterior condition of a hotel predicts the interior quality AND service levels. Run, don't walk, to the nearby CLEAN hotel.

For hotel staff, who among you will take responsibility for the condition of your property? How many hotel employees walked or drove past the entrance to the hotel day after day? How many opportunities did they miss to correct the poor condition? Where was management in all of this? Clearly, management lacks the ability to organize and inspire employees, and clearly, no one understands quality standards.

If you work in such a hotel, change jobs. Find a manager who has laser-focused eyes for details such as cigarette butts in the entryway. Dust on the ceiling lights. Smiles from employees. Find a manager with very high standards. You'll find it is a better environment... with happier guests, happier employees, and ultimately, better profits.

Kick off your new year with a great review of Manager on Duty tasks. The Rooms Chronicle is proud to provide not only a 2006 Calendar, but an M.O.D. checklist that will ensure thoroughness.

To download the FREE PDF Calendar/Poster, Click Here.

Do you wish we had provided a checklist for another job? We probably have it in our files.... let us know your request! Email: editor@roomschronicle.com.

Is the hotel's automated answering equipment delivering great service in the absence of a real person? Many hotels now are equipped with an answering service as their first line of response to telephone calls to the hotel. This practice is much more acceptable to guests today than it was even five years ago. However, the best hotels ensure their answering systems deliver great service and are not a source of guest irritation. Here are some tips:
- The automated responses should be spoken loudly enough to be heard.
- The responses should be clearly enunciated with no slurring of words.
- The first response should come within two rings.
- The first response should contain a welcome message or thank you message for calling the hotel. Clearly identify the name of the hotel.
- The calling tree priority should match common practice of the hotel. For instance, if 60 percent of callers ask for reservations, make reservations an early option. Another early option should include directions for reaching a guest in a room. List only the top 5 options for callers followed with a statement such as, "For all other parties, press 0." Or, design submenus, again giving only 3 to 5 options.
- The system should include on hold messages that are up to date about hotel offerings and announcements. However, the system should also alert staff when a caller has been in queue longer than acceptable for the hotel's level of service.
-The caller should always have the option of pressing some key for a real person. Traditionally the number zero has served this use. Too often, even the best hotels have systems that are not easily navigated by a first time caller. Guests can be "lost" in the voice mail loops for several minutes before hanging up in frustration. For limited service hotels without overnight staff, it's best to leave an emergency number on the recording so that urgent calls can be received when necessary.
- Guests are very willing to tell hotel staff what they think of the service given by the switchboard staff or surrogate staff. The hotel manager's challenge is to HEAR those comments. The best managers insert themselves into the system to check out its user-friendliness. And they converse with telephone answering staff to obtain customer feedback/satisfaction.
SPECIAL NOTE: If incoming calls are on an 800 number charged to the hotel, it's important to examine the efficiency of the system to eliminate unnecessary wait times, i.e. decrease costs.

And don't forget to:
* Give a coupon to guests at check-in reminding them to come back for a get-away holiday.
* Offer an incentive for booking early.
* And a special bonus if they pass the coupon on to a friend.
* When you build those packages, include your best partners: florists, gas stations, attractions, shopping malls.
* And set goals for how many packages will be sold.
* Incent employees and build the excitement needed to break the all-time record for number sold.
* Make it fun.

SUMMER IS HERE!
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The best hotel staff stays informed about gas prices at the neighboring stations. When guests inquire about where to fill up, the staff is aware of the best deals for their customers. Be ready to give directions to the best gas prices!

HAVE REFERRALS READY!
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When the hotel is full, keep a list up to date of neighboring hotels with availability. Instead of replying to a caller or walk-in that the hotel is full, answer: "We'd love to have you stay with us, but because we are full, I'm recommending these other hotels to you. May I call one for you or would you like to use our phone?" This extra measure of kindness will guarantee that the next time this guest has need of a room in your town - he will call you first!

HELP THE GUEST WHO IS FLYING
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The airlines are getting tougher on weight of luggage. Help your guests by providing a scale for weighing their luggage prior to checking out. Often there is a scale in purchasing, or simply use a bathroom scale and keep it in the bell closet. Be sure to tell guests that you have this service available.

MAKE A PRINTER AVAILABLE
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For that same flying guest - make it easy to print boarding passes. Preferably, have a free printer available in your business center. Or, offer to print it for them while they have breakfast!

If you are feeling dragged down by long term employees who refuse to take constructive criticism, take a Fresh Start! Pretend it is a brand new day for everyone in the department! State that RE-certification will be provided for every employee. Put together a training program that is filled with motivational encouragement and require that everyone partake. RE-certification gives you the reason for RE-training. And with that opportunity comes the chance to make it great and FUN. A Fresh Start!
(For more information about Housekeeping RE-certification programs, see Vol 13, No 1, Housekeeping attendant certification can be motivational.)

One idea for making 2004 a GREAT year is to hold very effective meetings. How to do that? Ask those who will attend the meeting to complete this sentence: Our meetings will be more effective if .....

Expect to hear things like:
- everyone arrives on time
- people listen to each other
- we set reasonable start and finish times
- we have a good agenda
- we stay on task
- everyone is positive
- attendees have read the agenda and are prepared
- we delegate well
- we ask questions for clarification
- everyone refrains from interrupting others
- we summarize the results and assignments
- we avoid side conversations
- we don't blame others or point fingers
- ideas can be expressed openly
- we make eye contact with each other when speaking
- no one person dominates the conversation
- the right people are invited to the meeting
- cell phones are forbidden
- we respect others' schedules
- avoid or overcome political roadblocks

Post the list on the door of the meeting room so all will remember their contribution to the list. And follow the advice everyone has given.

Second, put a big sign on the wall of the meeting room that asks simply: WHAT IS THE PURPOSE OF THIS MEETING? That single sign will help everyone remember to stay on focus.

With the budgets written for 2004 and the holiday parties coming to a close, now what should the hotelier be thinking about?

Staff training!

It's true that we're beginning a recovery from the draught since 2001, but what will bring returning guests to your hotel rather than the newer one down the street? Staff performance.

Staff who have common sense. Staff who take care of details. Staff who understand guest pampering. It is the quality of your staff that will make the difference in 2004. Cleaner rooms. More efficient reservations. Friendlier desk staff.

When you look in the mirror, ask yourself, "What have I done for staff training lately?" Ask, "What have I done to make their jobs easier, more fun, safer, more rewarding?"

And then get busy with your planning. Every minute you spend improving your staff will give you an instant return in profits. Read The Rooms Chronicle for ideas and inspiration to get started.

IT'S NEARLY FALL

Have your guests this summer season been given a reason to return this fall? Have they been given a reason to return again next year? The best hotels use bounce-back coupons, gift coupons, special package offers or loyalty rewards to encourage return visits. Any of these programs will work as special enticements to your already satisfied guest. TRC staffers recently checked out of a hotel after renting two rooms for seven days. Nary a word was spoken by staff - not thanks, or come back again, or here's a special offer to entice a return visit. Sad, really. We can choose from dozens of hotels on our next stay.

It's not too late to reach your summer customers. If you have the database from registration cards this summer, prepare a thank you WITH an offer and send it now. And don't forget to give pass-along offers that guests can give to friends.

Those who will travel for the holidays or winter vacations are already booking hotels and restaurants. Don't miss their timing!

TIP FOR FRONT OFFICE STAFF

During the same hotel stay as mentioned above, TRC staff had to have their electronic key RE-keyed three times in seven days. Is this a problem in your hotel? Do you know how often it happens to your guests? If front desk staff reply that they frequently have to reprogram guest key cards, get to the source of the problem and fix it! If the problem is from a change in departure dates - improve your procedures to ensure guests are not inconvenienced. If the problem stems from a poor link between the hotel and parking garage access - fix the link. If the problem stems from carelessness on the part of staff - retrain the staff. Whatever the problem, fix it! There are few things that can irritate a guest so quickly as a key that doesn't work.

TIP FOR HOUSEKEEPING

Here are a couple of tips that we have written over and over again -- but just last week had evidence that some hotels have not listened:

1. Only resupply amenities after they have been used to certain pre-determined limits. While staying for seven days, and using one bar of soap and one bottle of shampoo, we amassed six boxes of soap and four bottles of shampoo. We weren't close to running out, we didn't need the extra supplies, but the room cleaner had been trained to leave new amenities every day. It may be a small cost to the hotel, but it adds up to a big waste over time.

2. Avoid using abrasive cleaners in the bathroom. Again we saw containers of Comet abrasive powder on a room cleaner's cart. Products are now available that will provide the cleaning power without the abrasiveness. If you are determined to use a powder, choose something like Zud or Bon Ami or Borax. Or choose a liquid bathroom cleaner. Abrasive products will destroy chrome and brass finishes on fixtures and will deteriorate porcelain surfaces over time.

IT'S NEARLY SPRING
We're rushing it a bit, but when March rolls in, it seems like spring is definitely going to make a return. Time to clean up those landscape areas and repaint the parking lot curbs. The best managers make sure everything within sight of arriving guests looks perfectly welcoming.

TIP FOR FRONT OFFICE STAFF
Especially after the tragedy of September 11, 2001, many hotels have begun making a copy of a guest's driver's license at check-in. If this is the policy for the hotel, make sure the copy process doesn't slow down the check-in procedure. Ideas for making it easy? Place a copier within reach of the front desk. Or use scanner technology to copy the driver's license into the computer. Or use swiping technology for those states with swipe-strips on the back of driver's licenses.

TIP FOR HOUSEKEEPING
With laptop thefts becoming more prevalent, it's very important to protect the guest room by keeping doors closed and locked while room attendants are servicing the room. Laptops are being stolen apparently not for the hardware, but for the potential data stored on the computer. And while room attendants are busy scrubbing the tub, they may be totally unaware of a stranger entering the room to remove the laptop.

TIP FOR SAVING ENERGY
Managers must take care during these shoulder months to modulate their heating/cooling systems appropriately. There's a fine line between having it too cool to cause guest complaints and having it too warm to cause people to prop open doors and windows for fresh air. Many properties are quite difficult to regulate and require close attention by staff to prevent energy waste.

Here's a tip for properties with through the wall HVAC: if the controls do not permit guests to set their desired temperature, instruct the front desk employees to offer advice to check-in guests about the controls. For instance, an employee could inform the guest that the setting of low heat and "5" on the controls will produce room temperatures of approximately 70 degrees.

Looking for a tip on improving reservation call conversion? Check out this story about Knowing
your competition from our May/June 2002 issue.

TIP FOR COMPLAINT HANDLING STAFF
Mr. Grouch: Look, I've checked every drawer and shelf ÷ even under the bed. Why don't you have a telephone book in this room?

Bad Reply: We don't have control over that. The telephone company gives us so many books and when they're gone, they're gone.

Not Much Better Reply: You need a telephone book? Why? Just call information like everyone else does.

Best Reply: Uh-oh, Mr. Grouch. Every room should have a telephone book. Thanks for letting me know. I'll make sure one is delivered to your room right away. In the meantime, is there a phone number I can find for you?

TIP FOR OPERATIONS STAFF
With the change of seasons, there are many tasks to accomplish in the operations area. Has the hotel HVAC system been reset for the new season? Have the air conditioners been cleaned and serviced? Have the outside lighting controls been reset for the changes in sunrise/sunset? Is the lawn sprinkler system ready to go? Has the pool/spa facility been serviced? Remember in all instances, the preventive maintenance performed on equipment will tremendously extend the life of the asset.

TIP FOR FRONT OFFICE STAFF
The single most important piece of equipment for telephone profitability is a call-accounting system (CAMS). Read in the May/June 02 issue (Vol. 10, No. 3) the tips for using CAMS, how it can save money and how to test the system's operation.

TIP FOR HOUSEKEEPING STAFF
Is it true that the new micro-fiber cloths can clean without the use of chemicals? Yes. Housekeepers around the world are finding these cloths to be effective for cleaning all surfaces. The construction of the micro-fibers provides a cleaning action quite different from cotton or terry-cloth rags and often does not require soap or window-cleaner or polish to complete a job. However, test results are not yet available on the use of these cloths for disinfecting surfaces.

Looking for a tip on handling reservation call rate resistance? Check
out this story from our March/April 2002 issue

TIP FOR COMPLAINT HANDLINGE STAFF
Mr. Grouch: I've been trying to get through to the front desk for twenty minutes and every time I dial, you put me on hold. What is going on?

Bad Reply: Look, it is really busy down here, everybody is on break and I can't check people in, give directions and answer the phone all at the same time.

Not Much Better Reply: So you're the one who keeps calling down! Every time I try to get back to the call on hold, you've hung up!

Best Reply: Oh, Mr. Grouch, I apologize. Although we were very busy for a bit, we should have taken your call or at least offered to call you right back. I will speak to my colleagues now to get ourselves better organized, but first, how may I help you, sir?

TIP FOR OPERATIONS STAFF
When was the hotel's last emergency drill? What instructions do employees have for evacuating themselves and guests? Proper handling of hotel emergencies is an essential function of management and should be practiced at least monthly. TRC's article in Volume 5, Number 4, Page 1 contains an excellent checklist of items to include in emergency procedures.

TIP FOR FRONT OFFICE STAFF
In Volume 10, Number 2, Page 2, readers will find a terrific article about how to use check-in procedures to win a guest's loyalty. Tips include: The employee should mention one fact during check-in that will help the guest have a better stay. For instance, a delicious special in the restaurant, a certain sale at the local mall, a great movie on television, a better means of transportation to the airport, etc. Providing such facts will make the customer feel the employee is especially helpful and interested in the guest's satisfaction.

TIP FOR HOUSEKEEPING STAFF
To retain housekeeping productivity, make sure the morning start of roomkeepers is efficient. Their carts must be pre-loaded and ready to go (including chemical and cleaning supplies), their keys ready, their mission clear and their assignments prepared with at least one vacant dirty room in which to get started.

Here's the latest tip letter from The Rooms Chronicle.

TIP FOR FRONT OFFICE STAFF
Among the many important things to teach front desk employees is the method for multi-tasking. Recently a TRC staffer waited third in line at a suite hotel. The customer speaking to the front desk employee was inquiring about all the different rooms types and rates and locations of rooms and asking to see photos, have full definitions of amenities, view, etc. The employee was very patient and thorough with that customer and devoted nearly five minutes to answering her questions. When the room was finally selected, the employee proceeded to check the guest in. As the first guest departed for her room, the employee turned to the second customer in line. The second customer had 3 children in tow and had been trying for 7 minutes to keep them orderly. Her reason for being in line? She wanted to know where the pool cues were stored for the billiard table. It was a five-second answer that could have easily been given 7 minutes earlier if the front desk employee had understood multi-tasking. And now, the third customer's turn. The TRC staffer stepped to the desk and asked if she could check in. The employee responded that before she could check anyone in she needed to put in the address and complete the paperwork for the previous check-in. She proceeded to take another 2 minutes doing that work before she even started a conversation with the TRC staffer. Add to this scenario that it occurred at 10:30pm. Multi-tasking can be taught. As the first customer reviewed photos and rate information, the employee could have spoken with the 2nd customer and answered the billiard question. She also could have seen all the luggage of the TRC staffer and gotten her started on completing a registration card. The aggrevation felt by the customers could have been eliminated by good training.

TIP FOR HOUSEKEEPING
Unfortunately, it is still possible to find abrasive cleansers being used to clean guest bathrooms. The danger of such products is cumulative. Yes, the products clean the tub and sink. But over time they wear away a porcelain tub's protective finish and they scratch a fiberglass tub. The best managers provide their employees with non-abrasive products to do these chores. Even something as simple as baking soda or Borax will do a terrific job of cleaning tubs.

TIP FOR ENERGY SAVINGS
Here comes the change of season again. The hotels who closely monitor their HVAC systems through these time periods will save energy. Too often properties ignore the system set at high air conditioning while the outside temperature is dropping below 70 degrees fahrenheit. Though each property is set up differently, the best managers monitor their system settings - staying within reasonable ranges with the changing outdoor temperatures.

Here's the latest tip letter from The Rooms Chronicle.

TIP FOR FRONT OFFICE STAFF
Have you ever thought about how often your employees give directions to guests? Do you ever wonder how accurate those directions are? Recently a front desk employee directed a TRC staffer to an ATM machine. The machine was located about 4 city blocks away, not an unreasonable walk. But unfortunately the machine was inside a bank building that required security clearance to enter. The staffer had to walk an additional 5 blocks to find another machine. Why not have the staff analyze the likely questions guests will ask and practice the answers. Then try following the directions themselves to see whether they are accurate.

TIP FOR HOUSEKEEPING
When deciding about which bar soap to choose for guest rooms, be careful to correctly compare weights and prices. Bar soaps are often categorized on price lists as No. 1/2 or No. 1.25. This size number may not equal the number of ounces in the bar. Generally the number of ounces equals 80 percent of the size number. When ordering, hotels must specify ounces to ensure there is no confusion about what is requested.

TIP FOR ENERGY SAVINGS
Did you know experts say water heating should not account for more than 15 to 20 percent of the hotel's total energy consumed. How do you measure up? Did you know the AH&LA recommends that domestic hot water in guest rooms be delivered to the tap at 115 to 120 degrees fahrenheit at the coldest point of delivery? Laundry manufacturers recommend 140 degrees fahrenheit and health departments require a minimum of 140 degrees fahrenheit for kitchen operations.

NEW PHONE NUMBERS
Note our new telephone numbers shown below. Now you may call toll-free at 866-READ TRC! (International callers please use 320-834-6072)

Here's the latest tip letter from The Rooms Chronicle.

NATIONWIDE PARLEYS ARE BIG HIT
After successful parleys in Boston, Denver and Reno and San Antonio, TRC moves on to Anaheim, CA on June 7th for a Front Office Managers get together. We'll be at the Hilton Anaheim Hotel at 10am and invite all FOMs in the area to attend. We'll have coffee and treats and get to know one another, exchange some of our best ideas, and establish a networking basis for the future.

TIP FOR FRONT OFFICE STAFF
Are you gearing up for a busy summer season? When you are hiring new employees, whether for full or part time work, beware the PBX Pitfall. Too often managers will reason that employees in training can't really work the front desk because they don't know the systems yet. So, instead, they assign the new employees to answer the telephones. Beware this practice. In some ways, it takes even more training to properly answer and connect callers. And since a lost call can mean lost revenue, beware the PBX pitfall. A better practice is to either keep the trainees in classroom training or at the side of a veteran employee until they can fully function and interact with guests.

TIP FOR HOUSEKEEPING STAFF
It's spring cleaning time! Time for dusting all those corners and doing all the detail cleaning. Rotating mattresses to extend their life is always part of the spring clean routines. Did you know that several mattress companies are now selling commercial mattresses that do not need to be flipped. If you are getting ready to buy new mattresses - check it out! Think of the labor savings!

TIP FOR ENERGY SAVINGS
Hotels with through-the-wall HVAC units should be well into the annual preventive maintenance routine. The most effective way to complete this task is to remove the unit from the guest room, replace it with a unit that has already been serviced, and take the first unit to the shop for maintenance. Cleaning the coils, lubricating the mechanicals, and changing the filter are necessary steps. This annual service will not only save energy because the unit will be more efficient, but it will also extend the life of the unit and improve guest satisfaction.

THE ROOMS CHRONICLEÉONLINE UPDATE
Pineapple gift items

Here's the latest tip letter from The Rooms Chronicle.

Feel free to forward this note to your interested associates. To modify your subscription, please email to the address below or use the reply button on your browser.

TIP FOR HOUSEKEEPING STAFF
If you typically give room cleaners a feather duster, consider using lambswool dusters instead. Lambswool will hold the dust while most feather dusters simply redistribute. More benefits of the lambswool duster? Its washability and it's durability.

TIP FOR FRONT OFFICE STAFF
Having fun at the front desk is one of the most important things that can happen to facilitate positive communication with guests. One way to encourage fun is to celebrate holidays. With St. Patrick's Day coming, don't miss a chance to go green with vigor. Dress up, pass out green cookies, use green ink pens all day, use green stamp pads, give prizes for best guest green outfit, serve green tea, and have a trivia contest about green things. You'll find that when people are laughing the interaction between guests and employees becomes very easy.

TIP FOR ENERGY SAVINGS
We're approaching that tricky time of year when it's difficult to please guests with the temperature of the guest room. Due to central heating equipment that requires several hours to be turned from heat to air conditioning, it is often impossible to keep all guests happy. For hotels who have this situation, get pro-active! Strategize now what parameters will be used for when to turn the heat to air conditioning and plan how guest complaints will be handled. Perhaps portable heating units or small fans can be provided for guests who are either too cold or too warm? Perhaps certain rooms of the hotel are to be rented first because their temperatures are easier to control? As a management team, think through how best to keep your guests happy and take action now.

Happy New Year. Here's the latest tip letter from The Rooms Chronicle.

Feel free to forward this note to your interested associates. To modify your subscription, please email to the address below or use the reply button on your browser.

TIP FOR HOUSEKEEPING STAFF
Start the new year right by organizing the deep cleaning program for the hotel. Using a computer spread sheet or a simple columnar paper, lay out every room and every area of the hotel that requires cleaning. Itemize each thing in the space that needs to be cleaned and note how often. Assign days or weeks to each item. For instance, if you listed the chandelier in the lobby as needing to be cleaned once a month, pick a day of the month and pencil in "lobby chandelier" across the 12 month columns in the chosen day of the month. From this master sheet it will be easy to extract each day's deep cleaning projects to be completed.

TIP FOR FRONT OFFICE STAFF
Start the new year right by building an incentive program based on improvements to guest comment scores and reduction in uncollected room revenue. Placing emphasis on these two areas will help to increase the attention front office staff pay to keeping guests happy AND to being careful with collecting billing information.

TIP FOR SECURITY
Start the new year right by reminding all employees to keep locked doors locked. Make it a habit to test door handles when walking down a hall Ñ are guest room doors pulled tight? Are storerooms locked securely? Instruct employees about the risks associated with leaving doors ajar and enlist their help in checking doors as they make their way around the hotel.

Here's the latest tip letter from The Rooms Chronicle.

Feel free to forward this note to your interested associates. To modify your subscription, please email to the address below or use the reply button on your browser.

TIP FOR HOUSEKEEPING STAFF
A pillow stuffing contest can be a fun way to break the tension of a long week. Use equal size pillows and cases. Have two to four roomkeepers at a time compete against clocks to have the neatest results. Have "Stuff-Offs" to determine the over-all winner. AND, why not involve the front office staff? Get ready for lots of laughs!

TIP FOR OPERATIONS STAFF
Borrowing a holiday tip from a TRC reader three years ago "We try to help our guests feel a little more at home over the holidays by serving hot cider and ginger snaps in the lobby. Guests look forward to our delicious brew: 1 gallon of cider, 2-3 cinnamon sticks broken in half, 1 or 2 orange slices all in a 30-cup electric urn beside a tray stacked high with ginger snaps."

TIP FOR SAFETY
Many hotels have a program called Safety Bingo. For each day the hotel goes without a lost time work accident, $5 goes into the pot and a bingo number is drawn. Each employee has a bingo card, and the first employee who gets bingo gets the entire pot. Managers report this is an excellent program for safety awareness throughout the property.

Here's the latest tip letter from The Rooms Chronicle.

Feel free to forward this note to your interested associates. To modify your subscription, please email to the address below or use the reply button on your browser.

TIP FOR FRONT OFFICE STAFF
The 10/5 rule is one of the first guest service tips to present in training of front office employees. When an employee sees a guest approaching, the employee should smile and acknowledge the guest when there is no less than ten feet between them. By the time the guest draws within five feet, the employee should be verbally greeting the guest. Acknowledge at TEN feet, Speak at FIVE.

TIP FOR OPERATIONS STAFF
Ever have a screw loose in a hole that due to wear and tear is just not holding tight anymore? (Like the drawers in a guest room credenza?) Remove the screw, stick a small piece of solder into the hole and replace the screw. The result? A nice, tight fit!

TIP FOR HOUSEKEEPING STAFF
This is the transition time for heating/cooling guest rooms. This time between seasons is especially important for providing for guest temperature comfort WHILE saving energy. Be sure to give roomkeepers daily instructions on how to set the thermostats and drapes in each guest room.

Here's your hot-off-the-press tip letter from The Rooms Chronicle.

Feel free to forward this note to your interested associates. To modify your subscription, please email to the address below or use the reply button on your browser.

TIP FOR RESERVATIONS STAFF
What does your reservation agent know about the caller on the phone? Usually not enough. Be sure to include the importance of obtaining basic information from the caller before quoting rates. The who, what, when, and why questions provide a great basis for training. Who is calling (including how many people)? What do they want (what type of room or experience are they looking for)? When are they planning to come (be sure to get length of stay)? And why are they traveling (business, pleasure, convention)? The more information that is gathered about a caller, the better the agent can meet the customer's needs. When these data are saved in a database, the hotel can find many marketing uses for the information.

TIP FOR OPERATIONS STAFF
It's time now to start preparing for those 2001 budget meetings. Beat the rush by thoughtfully structuring your training needs for the coming year. Your goal should be to reduce turnover of employees. A good place to start is to "put a number" on your costs of turnover. How much does it actually cost the hotel to replace an employee in housekeeping or the front desk? When this number is clearly stated, it is often shocking how much money has been lost by lack of employee retention. The cost of turnover and the savings that can be generated by retaining good employees usually make it easy to justify the future costs of training. If you need help listing your costs, let us know. We've previously written about how to find the cost of turnover and we'll be glad to pass on the information.

Here's your hot-off-the-press tip letter from The Rooms Chronicle.

Feel free to forward this note to your interested associates. To modify your subscription, please email to the address below or use the reply button on your browser.

Hot Tip from Trent and Susan Blizzard at Blizzard B&B Internet Marketing, Inc. http://www.bbinternet.com: The top 15 search engines account for over 90% of searches on the internet. Since search engines often account for 30% of the traffic to a web site, hoteliers should take advantage of the search engines' power. Focus on the top fifteen:
www.yahoo.com

www.dmoz.org

www.lycos.com

www.hotbot.com

www.altavista.com

www.infoseek.com

www.excite.com

www.webcrawler.com

www.google.com

www.snap.com

www.looksmart.com

www.directhit.com

www.msn.com

www.askjeeves.com

www.goto.com

Thanks for your support of The Rooms Chronicle -- here's a hotel operations tip!

If you are tackling tough stains on toilet bowls or porcelain sinks, try a pumice stone. Pumice is a natural stone that is soft enough to not scratch the surface, but still abrasive enough to remove the mineral buildup. A good price value, pumice stones are a great addition to every roomkeeper's basket.

Pumice is also frequently used for cosmetic reasons, to remove rough, dry skin. Why not order some pumice stones (available in attractive colors) as giveaway fun gifts for employees -- or add them to amenity packages for guests?

Today's tip: While you're surfing the Internet, stop by a site full of communication pointers compiled by our friend, Kare Anderson. You'll find lots of ideas for how to get things done just by saying things better.
Visit: www.sayitbetter.com!