Have you got a problem?

I was in a meeting with our friends at Marriott this last week and the subject came up of guests and the problems they experience. About a quarter of all Marriott guests who fill out satisfaction surveys have a problem of one type or another during their stay. It is kind of depressing to think that if that ratio holds true for all guests, 2000 to 3000 of our guests are having a problem in a Tharaldson managed hotel every day. Now I have a problem with that.

My mind starts running about the problem resolution programs we have in our hotels and whether or not they are being followed. I would certainly hope so, but that’s a lot of problems to resolve. It was at this point in the discussion about guest problems that a Marriott representative brought up challenges with his portfolio in the past and the mistakes that some operators were making. He said, “You cannot simply work to resolve problems, you need to solve problems.” His words make sense.

By solving problems, we are taking care of them before the guests experience issues. If our guest service agents make sure that special requests are met when blocking rooms, our guests are happier when they arrive. If housekeepers understand that they are in every room before our guests and that it is their responsibility to find and fix problems before guests ever walk into those rooms, our guests will have clean, comfortable rooms and they will be happier. If our maintenance people understand that the care they take in repairing and maintaining our building ensures that guests don’t have to deal with broken amenities, our guests will be happier. If our breakfast hosts and social attendants understand the importance if a well-prepared and beautifully-served meal, our guests will be happier. If our guests are happier, they will become repeat guests and help ensure that our ESOP statements keep us happy.

I hope that this ratio of guests having problems improves, but until then, do we have the right people in place to resolve issues immediately? Is every GSA well trained and empowered to handle any guest issue that arises? Do they have the support of the General Manager to handle the problem, right or wrong, as long as it is handled in the best interest of our guests? Our General Managers know better than to leave an associate alone in the hotel, unless they are confident that those employees can handle any guest concern. It’s all about having the right people and following the right process.

“Most people spend more time and energy going around problems than by trying to solve them.” - Henry Ford