There is a particular RI at which I've been staying about 7-9 times a year, with the first stay about six months after it opened.

Overall, quality on most aspects has been consistent (ie, things work, rooms are clean, landscaping is excellent, FD folks are friendly and efficient, etc.) though the breakfast has steadily deteriorated.

Two months ago the gravy was particularly awful, I just passed it up, but another guest thought it was bad enough to bring a sample to the front desk for a show-and-tell.

The following morning, breakfast was much improved. However, it seemed to have been fleeting, since it was back to being less than optimal during my following stay, about a month later.

OP, to sum this up: even though every other aspect of the stay is fine, I do give demerits on the surveys (and indicate why), perhaps there's a particular area that's causing the results you're seeing.

You've gotten some great feedback here. I especially like the idea of checking trends on online reviews, and reading the text on surveys.

I almost never stay at extended-stay properties, but trying to put myself in those shoes I think I would appreciate personalized attention. If I'm at a hotel for a long amount of time, I would think the staff could learn my name and my preferences, and then anticipate them. Sitting down to breakfast and having the attendant greet me with a hot cup of coffee (prepared the way I like it) and a hearty, "Good morning, Mr. DJ_Iceman!" would show that they care.

Unexpected surprises can be good too--coming back to my room and finding a gift card to a nearby sports bar, or a coupon for a beer at the hotel lounge, etc. with a hand-written "thank you for giving us your business" would impress me.

The person who posted this has given you a primer for things that would make him happier if he were to stay at your property. What I'm about to say is NOT intended to be a slam against that poster. His post makes sense and was intended to help you. BTW, let me add to the Kudos for your reaching out.

But...

One of the biggest loads of cr*p that causes horrible customer service is something we as Americans were taught at a young age: The best way to treat someone is the way you want to be treated. There is a giant conceit and a customer service flaw in that advice; Not everyone wants to be treated the same and the way you want to be treated isn't the "right" way. It's one way.

Personally, I don't want people getting in my business. I don't want to feel as though the staff is monitoring my comings and goings or having to stop what they are doing to fetch me coffee. Obviously, the poster above doesn't feel that way. That doesn't make me right and him wrong. It makes us different. It makes what you have to do "wow" us different.

Perhaps rather than looking for a single answer, your hotel may want to invest in some sort of training that can help your employees recognize these differences and learn how to flex their customer service to make each guest feel comfortable. Programs like Briggs Myers and DiSC can help your team members learn and appreciate different interpersonal styles and learn ways to pick up cues and execute customer service that is tweaked to work best given the individual customer's comfort level.

For the record, my inner INTJ or DiSC very high equal CD wants everything ready when I get there for a fast, hassle free check-in, a quiet room and the wake-up call as expected. For me, less interaction with hotel staff is better. If I've had any conversation with the hotel staff after checking in, it's likely something has gone very wrong. I'm polite, unless pushed, but not looking for staff buddies. IMO, the hotel should be something I don't need to think about. If there are problems, which there will be, I want them addressed quickly and correctly. I want the problem fixed, not MI points, comped nights, written apologies or insincere empathy.

FWIW, DiSC is the more relatable of the two, and is easier to introduce in a short, fun team meeting. If you want more information, PM me. I am certified in both, but use DiSC much more than MB. I do not do these programs outside my regular employment, so I'm not trying to sell you anything, but would be happy to point you towards additional resources.

Well glad you're a DiSC person, but perhaps your post should be aimed at Marriott HQ vs. a lone Marriott employee asking for input on how to make things better

Cheers.

MI didn't ask. She did!

But probably as a FD sup, doesn't have the authority to make outside paid training decisions. S/he probably was looking more for the input provided by others on the thread on things to do. While you point out that each guest is different, I think pushing a diSC program is overkill for the OP's request. FWIW - I figured you'd say make sure my feather-free room is actually feather-free

Cheers.

DiSC can actually be done relatively inexpensively if you use the shorter questionnaire. There are even some people - not us - who teach the principles without the self assessments: using a self reporting starting point.

Yes, the FFR is key for me!

Realize I have already posted once, but in re-reading this thread.....

OP, have you thought of things you can do for your employees. Happy employees tend to provide best in class service - so perhaps looking to see if you have any weaknesses on the morale end of things could bring your scores up.

And / Or when all the nice amenities promised by the GM in the card are not present in the room.

Big fan of RI's in the past. Here are my suggestions:

Don't make me beg for an upgrade or the top floor which is always stated in my reservation.

Change up the tired old standard breakfast once in a while.

Regarding breakfast, have later hours, especially on weekends. 10 AM is too early, remember, weekend guests are usually there for events and may need to sleep in a bit. Also, don't break down the buffet at the stroke of 10 AM (or whatever). Often its a race / fight between late arriving guests and employees to see what can be grabbed before its jerked away, usually with their "I want to get out of here" attitude. Don't put more food out but let it linger for a while and everyone will be happy. Constantly see this!

Put mouthwash in all the rooms.

Make sure the room doors are not the "self slamming" type but the soft closing kind.

Make sure the fitness center is functional at all times (all machines always up and running).

Don't make me beg for an extended checkout since its a "privilege" of my status and lie about a big group coming in the Sunday night after Thanksgiving (yea right).

Have reasonably priced items in the "Market", don't gouge like $5 for a bottle of water.

And don't take something away to save you money under the guise of "go green" I'm writing this from the JW Marriott in SF and they've taken away bottled water from the Concierge Lounge by installing a water dispenser with a "going green" blah, blah, blah excuses sign on top of it. Not going to help me at 3 AM when waking parched / hungover. But plenty of $5 waters in my room that don't seem to bother the environment!

Have a refrigerator in every room and a working ice machine on each floor. This is not the case here, I have to go on a road trip to find ice at this supposedly top of the line Marriott.

Get the above right and I don't care how you recall my face or name or greet me. Just don't call me late to Happy Hour!

Great post, and I certainly didn't take any offense to your well-written and spot-on advice to the OP. What I find fascinating is that I agree with everything you say except for the "less interaction with hotel staff is better." Then I saw your INTJ. Guess what I am? Yep, ENTJ. *lol*

I also want to say that sophiegirl raised a REALLY important point. Sometimes the best way to take care of the guest is to take care of the employees. Happy, fulfilled employees will treat guests better every single time.

That's the most important element in life^

Being a young asian couple traveler (20+, students in Prague), my girlfriend and I always hope that we will be treated the same as everyone else in the hotel (of course the elite status matters)

When we were in Marriott Munich, we got the voucher for drinks (instead of lounge access) to be used at their bar. The bartender didn't even bother to come over to take our order. So I thought it's some kind of 'self-service', I went over myself to place the order, waited there and took our drinks back to our table, it's totally fine for me actually. Minutes later, a caucasian elderly couple sat down, and the bartender hand over the beverage list to them o.O It really makes us feel unwelcomed due to the different treatment. We don't request for some special treatment, but to be treated the same as the others would make our stay a pleasant one.

When we were in JW Marriott KL, we were treated exceptionally well. Greeted with our name in the lift on our way for breakfast by the check-in staff who just happened to enter the same lift as us make us feel valuable for them. This kind of simple thing will definitely make your guests to leave a thumbs-up review=)

Welcome to FT Paper Machete.

What others have posted about your breakfast and evenings offerings is true. However, the number 1 thing that will cause your customers to give you less than stellar ratings is the High Speed Internet you provide to your guests. The majority of the guests staying in your hotel have a smart phone, a computer and even a tablet. If the internet service, especially the wireless is slow or spotty, your guests are going to be frustrated and it will be reflected in your satisfaction surveys. I know I get extremely frustrated if I can not check my personal email when I get back to my room, or if I keep getting kicked off the internet.

Make sure the wireless signal is strong throughout the hotel, from the rooms closest to the lobby, to those on the top floor furthest from the elevators. Also, make sure your are offering the fastest speeds possible. Finally, check with the service provider who provides your internet and see if they can increase your bandwidth at night from say 6:00pm to 11:00pm when most guests are in their rooms trying to use the internet. Reliable internet at reasonable speeds will help keep most of your guests happy.

While its always nice to have someone from a Marriott Hotel on FT, they usually don't stay long. MI has ways to identify you and will encourage you not to post here. But we will provide whatever help we can during your stay on FT.

Regards,

RIP

Agree.

Another point - don't start breakfast later on weekends. A fair number of your guests work weekends, and starting breakfast later means it is not available to them.

This is very important as well. Business travelers may well go to a different hotel if they can't get work done at night.

Another very important point is to make sure your FD staff have the authority to take care of little problems themselves without having to get approval, which takes extra time and makes the minor seem major.

Keep the halls clean. I hate the way lotsa guests just put their trash outside their door. For the guests that act normal (take the trash to the garbage can next to the elevator or stairs), make sure the opening in the garbage can matches the typical size of, say, what their kitchen trash bag would be. Empty those often.

Keep track of the luggage carts so they aren't sitting in the halls for long.

Have a suggestion box. A frequent traveller notices lotsa things that staff might not, but they might not wanna complain directly to staff.