1 / 27

Brook Hotel Felixstowe

Brook Hotel Felixstowe. 13 brands worldwide Over 4100 hotels worldwide Over 250 hotels in the UK ‘Individually owned & operated’. Brand standards & criteria Brand standards Lifts if more than 2 floors Key card door locking Directional signage Credit cards accepted Express check out

gordone
Download Presentation

Brook Hotel Felixstowe

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Brook Hotel Felixstowe

  2. 13 brands worldwide • Over 4100 hotels worldwide • Over 250 hotels in the UK • ‘Individually owned & operated’

  3. Brand standards & criteria • Brand standards • Lifts if more than 2 floors • Key card door locking • Directional signage • Credit cards accepted • Express check out • Luggage assistance

  4. Staff • Name badges at all times • No jeans • No trainers • May not smoke, eat or drink in front of customers

  5. Bedrooms • Drinking water • Branded pens and pads • Hanging space & 8 coat hangers per room • Compliant guest directories • Correct amount of branding throughout bedrooms • Alarm clocks with lit displays • Correct amount of plug sockets • Correct lighting • Double locking • TV’s over 33” • Shower heads of a certain size

  6. Others…. • 3 types of pastry available for breakfast • Discreet, female friendly check in • Guest computer must be available • Pillow protectors • 2 chairs per room • Black out blinds / adequate lighting • Aesthetics review yearly with auditors checking progress

  7. Audit • Audit carried out once per year (unless failed) • Must pass with at least at least 800 points for cleanliness, brand standards, guest rooms, public areas • From 2020 – Voice of the customer will have a direct impact on the overall score – harder to pass • 2 days notice of audit • If failed – reinspection within 6 months with no warning • Followed by probation if not passed again • Fail again after a pass – probation or out

  8. What does this mean for us? • Brand backing • Support – cluster manager / revenue manager / sales managers / helpdesk • Staff incentives for reward programme • Staff / friend and family discounts • Conference • Cluster meetings • Rates & promotions made online by Best Western • Costs – yearly fee per bedroom. 5% of every room booking. • Call centre in Milan

  9. Medallia • ALL reviews featured • Surveys sent to any booking with an email address • Score of 9 / 10 promoter, passive 7 / 8, detractor 1-6 • Net promoter score calculated • Fall below the line – 36.4 – probation / out

  10. About us…. • Owned by Muralee Govindasamy for 18 years • We also have: BrookHotelNorwich

  11. 25 bedrooms • Carvery open 5 days per week, bar food available 7 days

  12. August / September 2018…… • Current Hotel Manager here for 12 years • General Manager of Norwich had been appointed as Operations Director • Hotel very much on the decline • Worst financial year since the hotel had been bought – with Brook Norwich supporting • A bored Helen is on Facebook…..

  13. Lack of care and attention to detail – dirty bedrooms. Ivy growing through the windows. • No money spent and manager had stopped asking • Staff social club • Lack of weddings / functions & business in general • Lack of room sales • Corners cut anywhere possible • Weddings in diary with first name only • Best Western Audit failed on my second interview day.

  14. Staff given a one strike policy – have replaced the entire workforce probably 3 times over! • Bedrooms cleaned to a high standard – room revenue increased massively • Standards introduced • Re audited 2 weeks after start date and passed

  15. Due to no money being spent for such a long time…. • Both ovens broke down in December • Internet & Wi Fi went down the same weekend for the whole weekend • Hot water and heating boiler went in January • New fuse boards needed • Air con units broken in main bar / no fans in bedrooms

  16. Now….. • Basic staff level has evened out • Rooms have the highest performing revenue that the hotel has ever known – with rooms sold and rate increases • Public events have a waiting list • Decrease in complaints & better handling procedure • Investment plan for the future in place • 3 members of staff receiving accolades from BW • Carvery numbers rising • Forecasted to make 1 million for the first time.

  17. Next…. • Refurbishment of reception area with new carpet, new desk cladding & paint • New restaurant chairs • Refurbishment of 10 bedrooms • Orwell room – knocking through into owners office • New wedding packages & wedding fairs • Focus on Christmas

  18. Upcoming events: • Sunday lunch with Santa • Breakfast with Santa • Family Easter Egg hunts • Family Halloween party • Feeding the homeless & lonely at Christmas time

  19. How can you help? • Book direct • Tell the hotel directly if you have an issue instead of going to straight to social media & give good feedback too! • Don’t threaten with social media! • Tell your friends • Favour smaller, independent hotels instead of big chains

More Related