Monday, April 30, 2012

Travel Channel's Hotel Impossible

The Travel Channel recently debuted a new show entitled Hotel Impossible, featuring a seasoned hotel insider that helps specific hotels turn around a sagging business.  Host Anthony Melchiorri has been in the business for over 20 years, and has helped turn around many struggling hotels, including New York City’s famed Algonquin Hotel.  The show offers great insight into the multitude of responsibilities and tasks faced by hoteliers, including business management, customer service, guest experience, safety, and overall presentation.

“You never get a second chance to make a first impression” may be an overused cliché, but its significance cannot be overlooked.  Hotel Impossible stresses this concept; we also take this very seriously at the Residence Inn Beverly Hills.  A sparkling lobby, a smile from the staff, and a warm welcome at the front desk help to immediately set the tone and make our guests feel comfortable.
With the increasing presence of social media and transparency in today’s online world, our “first impression” comes much sooner than arriving on property. Hotels must take great strides in managing their websites and online presence, including review sites like Tripadvisor.  A potential customer that has a negative online experience may never make it to the hotel, and then a customer is lost before ever arriving on property.

If you’re interested in a behind-the-scenes look at how a hotel is run, take a look at Hotel Impossible.  Mr. Melchiorri is doing a great job of educating travelers while helping distressed hotel owners turn around their business.
Until next time,

Monday, April 2, 2012

Hello All,

I came across this article I wanted to share.  Now, we don’t have these type of guests at the Residence Inn Beverly Hills, but I remember them from some of the other hotels I worked at over the years.

How NOT to Behave at a Hotel

Enjoy,
Michael D'Amodio