Show Up and Stand Out
By Holly Zoba Senior VP of Sales - Hospitality, Signature Worldwide | August 07, 2011
Probably 20 years ago, there was (and still is) a quirky hotel in San Francisco with far more character than space, but it was always my hotel of choice whenever I visited. I read about it, not on TripAdvisor (since this was practically in prehistoric times), but in People magazine, of all places. The story mentioned that the hotel had a recorded poem on their phone system that entertained on-hold callers with stories about its previous famous guests. I can't remember what I ate for breakfast this morning, but I remember several lines from this poem I heard 20 years ago...
"Lassie did a no-no here,
Cher did Sony Bono here,
If you're holding, please don't whine,
Frank Sinatra's on the other line."
Of course I remembered the lines because I called the hotel at least 37 times and asked to be put on hold so I could share this hysterical poem with everyone I knew.
So imagine my surprise when I recently went on TripAdvisor to read the clever management responses I was certain I would find only to see... nothing. I went to Facebook – surely this hotel would not post about its "weekend special" but there it was. The most recent post: "Hurry and book your April Escape before Sunday! Rates from $109!" Say it isn't so!
I blame the economy. Staff has been cut, hotels have to do more with less and discounting is the new black. I suppose it should not be surprising that the fun has gone out of even this unique venue.
And of course, it is not alone.
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.