Hotel Hamilton

When Things Break- Part 1 | December 29, 2009

It is common that more things your hotel that are machines, the more often you will have to fix things. Our hotel has coffee machines, vending/ice machines, computers/printers for guest use, T.V.s, telephones, etc. What the guest does not realize is that this can happen. They expect everything to work fine and never break. So, when it does, they try to ask for something for free for being inconvenienced, which in a lot of cases is not fair. Even when we communicate by letters, messages, or memos, sometimes it goes unheard. Many guests do not read these things or are not around because they are conducting business, and do not want to be bothered it seems. They are simple fix things that can be fixed right away with little cost often times, and we provide options for them when they do break down.

If boarding pass printer or computers break down, we put a sign on it saying out-of-order, and we let them use one at front desk or we have someone assist them with what needs to be printed. Or, if coffee machine or ice machine is broken, we put a sign on it saying out-of-order, and offer to send up to room if needed. Guests like to use this as an excuse to complain and say it’s out fault and see what we will do for them. When they should ask us nicely for what they need and go on about their business. This is hard to understand because afterall, it is their perception, and they think we are to be held at high standard.

If T.V., remote, or something in the room is not working properly, we try our best fix it right away so it’s not a problem. If it can’t be fixed or there is not other alternative, we communicates this to them and offer something else. Communication is the key here, and how fast we respond to their problem.