"We want our rooms to appear to be so clean, fresh and new that each guest feels he's the first to use them". A laudable target, but realistically one that's not going to be achievable for every single letting. Never the less, I was shocked to be asked by a delegate this morning "did Axxxxx Dxxxxx stay in my room last week". And I did happen to know that said A.D. had stayed in that room ... about a week previously, and there had been other guests in there in between.
Had A.D.'s colleague - for that's who our new guest is - found one of A's socks under the bed? A bottle of A's distinctive handlotion in the bathroom cupboard? A's hairs in the shower?
No ... it turned out that the radio was set to Radio Cymru ... and THAT was the clue. I think we can be forgiven that one, although I am very conscious that the TVs need to be reset between guests. I've personally found subtitles switched on several times, TV set to analog not Freeview and - well - we should have them such that the "on" button come straight up to a selected channel for each new guest. These are things we're learning in our current 'running in' mode that turns at the turn of the year.
(written 2006-12-15)
Associated topics are indexed as below, or enter http://melksh.am/nnnn for individual articles
M400 - Well House Manor - The Hospitality Business [774] Bed and Breakfast, or Hotel? - (2006-06-22)
[884] Drive time - (2006-10-02)
[922] Staying at your own hotel - (2006-11-12)
[1002] Meet the neighbours - (2006-12-20)
[1046] Bounce, bounce, bounce - (2007-01-20)
[1048] Getting rid of people - hotel techniques - (2007-01-21)
[1084] Writing terms and conditions for conferences and other events - (2007-02-17)
[1108] Express service - (2007-03-14)
[1122] Hotel - online feedback forms compared - (2007-03-30)
[1161] A contrast in room rates and facilities - (2007-04-25)
[1180] Conjugation - (2007-05-08)
[1248] How NOT to oversell a hotel - (2007-06-27)
[1284] An update on the West Wilts show ... - (2007-07-30)
[1421] Castle Lodge Hotel, Ely, Cambridgeshire - (2007-11-04)
[1422] Wiltshire - speaker / after dinner talker offer - (2007-11-05)
[1445] Looking after you Christmas Customer Crowds - (2007-11-26)
[1548] Hotelympia - show report - the lighter side - (2008-02-21)
[1622] An extra step - victory from defeat - (2008-04-25)
[1792] All the pieces fall into place - hotel and courses - (2008-09-10)
[1877] Guests doing a bunk? - (2008-11-09)
[2007] Launch of Melksham Food and Drink Festival - (2009-01-24)
[2283] Everyone is in the customer relations business - (2009-07-12)
[2303] Turning potential customers away - (2009-07-24)
[2593] Food and drink launch - (2010-01-21)
[2724] Escapee Grandparents welcome - Henfield and Melksham - (2010-04-15)
[2879] Night Porter and reception - 24 hours a day? - (2010-07-20)
[2936] The service that customers should receive - (2010-08-27)
[3147] Hotel star ratings - towards a better system of review - (2011-01-25)
[3164] Brown - or Mrs Sally Brown, accountant from Whitstable? - (2011-02-10)
[3309] Tipping Policy - Well House Manor - (2011-05-29)
[3660] A Pivotal Incident - learning how to welcome your guests - (2012-03-18)
[3743] Sunday - no longer a day of rest - (2012-05-28)
[3832] A busy day at Well House Manor - so come in and make it even busier! - (2012-08-10)
[3838] Guest review - Well House Manor, Melksham - (2012-08-14)
[3909] Every Customer Counts - (2012-11-01)
[3988] Three cheers for the staff at Well House Manor - (2013-01-24)
[4033] Official Star ratings for hotels - still worth having? - (2013-03-07)
[4051] On reading a new hotel review - (2013-03-24)
[4202] Excellent Railfuture conference, but some setup lessons - (2013-11-03)
[4232] Not wanted here - hotel guests who will not be happy - (2013-12-30)
[4321] Are administration / review charges on hotel guests acceptable? - (2014-11-20)
[4521] Should we get an AA or Visit Wiltshire hotel assessment? - (2015-10-09)
[4543] Saturday morning at Well House Manor - (2015-10-17)
[4603] Happy New Year. Our customers are our ambassadors - (2016-01-01)
[4613] Our best hotel customers help us ... to help them ... be our best customers. - (2016-01-04)
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