Originally Posted by
iztok
This is so sad that it is not even funny
I would love to say a
good word or hear a good word about the property and property manager shouldn't be afraid (neither penalized) for delivering more then minimum.
Originally Posted by
GrizShel
This is just plain awful that we have to resort to this. I have noted to Marriott Concierge that this bothers me (as well as the loss of some special regional treats at residence Inns across the country) - that pressure would be put on properties to offer less to their guests. I know some sort of cutbacks will have to occur (with all our money and jobs being sucked away these days), but in my opinion this is the kind of policy that is going to cost Marriott more than it saves them.
From here on out, maybe our SOP when referring to our recent stays should be to just leave out the weekend offerings (if any) or out of the norm weekday offerings in our posts and say that folks should just PM us for more information?
(boldface mine)....
...and this is the problem. "Good" to us is a lounge/atmosphere/services that makes us feel special and welcome. To corporate, good now equals consistent! To have a manager that I know and respect ask me to not let anyone know about his "extras" left me speechless.
...I too have written the Marriott Concierge. What I am finding is that the march towards consistency is actually resulting in poorer service from some employees - they are so afraid to go "above and beyond" their actions borderline on rude and ridiculous.
... how about we develop a private code that can't be deciphered by non FT'ers - (which is no more crazy than not be able to compliment a property for fear of reprisal).
Seriously, perhaps we should take opportunities to list properties where we are seeing cutbacks that result in savings without the feeling of cutback in services.
I saw this with regards to the morning paper - a card in the room stated (that they now) were kept at the elevator bank or lobby instead of being delivered to the room UNLESS you request otherwise. If you let them know you would like it delivered, they will do so. I thought this was great - for people who don't care, it was not a cutback in service - for people who do, no cutback in service either! And according to the front desk, it has saved mega dollars...