Sales Manager vs. Operation judgment call…….
Yep, woke up again this morning with a phone call from the hotel. One of the sporting teams, about 8 rooms, asked for a late check out….at 1pm. Our check out time is at 12 noon. Ok, I’ve seen it one hundred times especially being at an airport…extra early check in requests and late check outs.
My solution for this group, based upon occupancy – staffing levels and arrivals – of course, would be to leave them with two or three rooms to hang in while they wait the extra 1 hour. What’s the big deal? Instead they make them all check out, store their luggage and wait in the lobby; all 20+ of them. I’m sure that we “wowed” them with this executive decision.
Do you mean to tell me that the housekeeping staff couldn’t do those rooms last? Where these the very last rooms that housekeeping had to clean…I’d bet my next paycheck – not. Are we sold out tonight? NO!
Aren’t we in the hospitality industry? Where do some of these Manager’s pull this crap out of their asses from? Where’s their common sense? No wonder our service levels are are down and not to mention the rewards points feedback about our hotel asking if they would “refer the hotel – no and intent to return – no”. THERE ARE MORE THAN 15 HOTELS IN A 3 MILE RADIUS, ALL KINDS OF BRANDS. Why wouldn’t they do everything possible to please the guest….not to mention a group.
Well, I will have to call the coach and apologize on Tuesday morning on behalf of the staff. I know “the operation people” are shaking your heads but take a moment and look through the Sales Person’s perspective once in a while. The economy is tough, companies are laying off, closing…….the stock market is shaky. Everything is down. I’m kissing butt to get clients in here and to return after unpleasant stays. Cut me some slack here!
Operations, Sales and Food & Beverage clash all the time. I have years of experience. So much that I have learned how “to communicate” with each department.
Stress isn’t fun and certainly bashing a fellow Manager isn’t a very honorable thing to do. If I made a mistake, I will admit it and look for a solution. Besides, I really do like everyone that I work with but on this call, I would of exhausted my options before I simply threw them out of their rooms. It’s that simple. They would of appreciated any little thing that could have be done to suit their needs and solve their problem.
What do I do to communicate and get along with the staff:
1. I never lie.
2. I do not blame other people for my mistakes.
3. I do not gossip or talk about any Manager’s around anyone nor with anyone.
4. I stay positive ALL OF THE TIME….even when I’m in a bad mood.
5. I treat the business like if it was my own.
6. I make sure I greet every one and make sure I say good night to everyone when I leave.
7. I eat in the break room (as disgusting as it is) with the staff and take smoke breaks with them – gaining respect.
8. I spred the word about any upcoming groups or new accounts to get the staff excited and interested.
9. I make sure I commend the staff member or members that have done a great job.
10. I motivate, inspire and promote my hotel with pride….my out and release is this crazy blog!
I laugh, enjoy and have a good time with the staff and in return, anyone will do anything for me and I will do anything for them if they needed help. We need to be a team.
That’s some of the things that I consciously do each day and it is rewarding. But, I know that my style isn’t like everyone else’s as we are all so different. Whatever works, do it.
Pure Energy
