Recently I spent a week in Los Angeles participating as a cast member for a pilot reality TV show. During the week of filming, the cast was forced to make pronouncements about “the first rule of hotels.” In TV, they don’t like greys—only black and white. In the words of the director: “TV Land is bipolar; it’s either good or bad. Nothing is in between.”
So much for reality.
Put on the spot, I was forced to pronounce some absolutes about hotels, bed-and-breakfasts, and business in general. Here are a few for you to ponder.
The paramount absolutes that apply to any hotel or B&B:
- safety;
- cleanliness;
- comfort; and
- shower/bath.
Safety. The first point, safety, seems pretty obvious. But you would be surprised how many hotels have exposed electrical wires, poor security, tripping hazards and unpleasant guests. Guests will not return if they do not feel safe. During a tour in Los Angeles, we visited a B&B with missing stair treads, peeling paint, peeling wall plaster, exposed electric wires, overloaded wall sockets and bathtubs missing the finish. Great neighborhood, great views. I would never return.
Cleanliness. Cleanliness seems so obvious, and actually it is. Hoteliers should inspect with high spots, find the dust. Gravity works on dust, and whatever is up high makes its way down low. Sheets and pillowcases are obvious, but what about the pillows themselves? When inspecting a bathroom, put the lid of the toilet down and sit down. Look around for two to three minutes; you’ll be amazed at what you find. After all, the guest is inspecting this room every time he or she sits down (not much else to do). During a visit to a branded hotel, a hair longer than a foot, greeted me at entry to the bathroom. I will not return.
Comfort. If you cannot get a great night’s sleep, you are not likely to return. Comfort is not only the bed but also sound, technology, scent and décor. Regarding the bed, it is tricky. Some prefer firm, others soft, some want pillow top, others just a cover. Hoteliers have become clever in offering firm and soft pillows or even pillow menus. But let’s be real, few avail themselves of that option. And if you have ever had the pleasure of trying to sleep on a sofa bed, good luck. You would not return.
Shower/bath. Finally, the shower. At 6’3” tall, I cannot tell you how many times I’ve been forced nearly to my knees to rinse off in the shower. Who put those shower heads at 5 ½ feet height installed? And then the shower head itself: Multi-spray options are fab if you have water pressure. The worst thing in the morning—and we’ve all been there—is a shower, too low in height, too low in pressure, that doesn’t drain, and runs out of hot water. Yuck. And it happened to me just last week at a major branded hotel in Washington, D.C.
If any of the above sounds familiar, perhaps a reality check is in order. Get back to basics and inspect your hotel. Start with safety, cleanliness, comfort and the shower. Because it is not just TV Land that is bipolar; we all make judgments.
It’s either good or bad.
George Jordan is senior vice president – operations for Oxford Hotels & Resorts, overseeing a cluster of three-, four-, and 4 ½ -star hotels, both operating and under development. Mr. Jordan has worked in hotels for over 30 years including the Arizona Biltmore, The St. Paul, The Marquette, The Drake, Raffaello Hotel, Hotel Felix, and most recently The Godfrey Hotel Chicago. New openings currently orchestrated by Mr. Jordan include the Godfrey Hotel Boston, and LondonHouse Chicago. Mr. Jordan rose through the ranks while attending college at University of Southern California and Arizona State University, where he obtained a B.S. in finance. George has served as area food and beverage director for Hilton International, based out of the Drake Hotel Chicago, and also as hotel manager at the Drake. George joined the Oxford team in 2009 as area general manager; he was promoted to senior vice president in 2012. His daily duties include oversight of Hotel Felix, Hotel Cass, Godfrey Hotel, and contributes his operational and marketing expertise to acquisition activities. George is a well-respected leader and a member of many Chicago civic organizations including The Magnificent Mile Association, CCTB, DLC and serves on the board of directors for Lawson House YMCA and on the advisory council of De Paul University’s School of Hospitality. Mr. Jordan writes a quarterly column for Hotel News Now and is slated to be a cast member in an upcoming reality TV series.
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