Originally Posted by
sbtinme
My other 4PTS experiences over the years have been quite mixed: ranging from the good to the truly dreadful (no kidding). 4PTS still has a LOT of work to do on brand consistency, although they've made appreciable progess in the past 24 months -- more than I thought possible. However, with that in mind, I'd say your property has an opportunity to be on the "high" side of expectations which will quickly set you apart.
Four Points, just by nature of how the brand was created, is definitely a hodge podge at this point. Luckily most of those problems (and sloppy hotels) should be solved in the next 2 years.
One thing I really hate about checking in at 4 PTS hotels is that too often the staff is in street clothes and without name tags/identification. That's sloppy in the extreme and gives a terrible impression to guests. I don't want to see cheesy polyester uniforms, but there is a LOT to be said for consistency of appearance with a hotel staff that makes them immediately identifiable to the guests. I can't imagine allowing my front staff to wear casual street clothes. Yuck.
Agreed. For too long Four Points didn't know exactly what it's brand image was going to be, like you said it has come a long way. We're working on that consistency as it certainly is an issue.
By that, I mean speaking clearly and slowly... looking each customer in the eye and making a sincere gesture of welcome... acknowledging SPG status as appropriate ... communicating upgrade status and offering choices, where available, etc. This is what "exceeding expectations" means to me.
That isn't exceeding expectations for me, those should be necessities. I'm sorry that any Four Points has left you feeling like receiving a friendly, sincere gesture is 'exceeding expectations'. I don't settle for anything less than warmth when I travel and I expect the same out of my desk.
Again, if I were a 4PTS GM, I'd recognize that it wouldn't be too hard to work towards exceeding expectations since too much of the chain is still marginal. I really like the previous idea of offering a small gift in the rooms from a local chocolatier or another local, well known business that offers something unique to your area. Over many years, I've enjoyed little surprises like that in smaller properties and I never forget it.
Thats an excellent idea. Four Points actually focuses a lot on 'little indulgences' like that and this is something i'll take back to my sales team. We definitely aren't far from a well known chocolatier.
Thanks for the excellent feedback!