Broughton Quarterly - Fall 2008 - (Page 8) plugged in THE INN-FORMER ANDREAS HOTEl & SPA THE MORGAN With Broughton Vice President Jim Sichta Q Q I see all the online comments regarding hotel stays, and I get those pesky online surveys and postage-paid comment cards after staying at a hotel. Is it really worth responding? Does anyone listen to what I have to say? You may think that when you send in your comments, they have about as much chance of getting a response as the annual letter Junior sends to the North Pole. But you’d be surprised. The best General Managers rely heavily on guest feedback. You have to admit: hotels would be foolish not to pay close attention to often anonymous, and therefore more candid, guest feedback. This feedback is a primary resource used by properties to make improvements and to add services and amenities that are genuinely meaningful to you, the guest. Of course, of no less value is praise for a job well done and recognition of individuals who provided exemplary service. We have all heard the myth that only positive comments make it to the General Manager, while the critical ones magically disappear like the final piece of pumpkin pie at Thanksgiving. This simply isn’t true. Let me offer a few tips: When filling out a comment card or online survey, be honest—don’t embellish your situation. Remember, accurate feedback is important in making your future stay better. Second, be sure to offer praise where deserved, along with any constructive criticism. Finally, don’t hesitate to ask for a reply to your comments or a call to discuss your feedback. General Managers welcome this. You truly can make a difference by returning that card or answering that survey. (And you just might get an upgrade or discount on your next stay!) Every place I stay that includes “breakfast” seems to have a different opinion on the word’s definition. Any tips when it comes to the morning meal? The traditional motel “Continental Breakfast” has become a standard, an expected amenity. And it has taken on as many monikers as your favorite laundry detergent: new, improved, deluxe, fresh! Some have even upped the stakes with more arcane labels like executive, upgraded, and traditional. From your end, though, it’s the same old sugary doughnut and watery cup of Joe. There are still some places out there using those obscure adjectives to describe their same ol’ breakfast, but the majority of hotels today are taking this meal very seriously, as it has become one of the most competitive amenities in the industry. More and more, you will see signature coffees, flavored creams, fresh fruit, wider selections, and even hot foods included in your “free” continental breakfast. When you make your reservation, don’t be shy asking about specific items included in the breakfast. Ask whether the items are fresh, and also ask the Reservation Host their opinion of the breakfast, as most likely they have sampled an item or two. Be sure to ask about the hours of the breakfast so you don’t miss out, and whether or not there is a newspaper available. Finally, always keep in mind that an included Continental Breakfast should be a healthy amenity to start your day. Just don’t compare it to Sunday breakfast at Grandma’s and you won’t be disappointed. Got a question? Send it to JS@BroughtonHospitality.com Illustration by Lisa Mertins W NAME GAME dergone a name change, this one accompanying a major renovation. In homage to Julia Morgan, the architect who designed Hearst Castle, The Orchid Inn will now be called The Morgan. Rooms will feature copies of Morgan’s original drawings alongside photographs of that section of the castle as it appears today. In the lobby, pictures will tell the story of this celebrated designer—the first woman to graduate with a degree from the famous Ecole des Beaux-Arts school in Paris. Updates such as flat-screen TVs, contemporary bathrooms, and new furniture and carpets, however, are far removed from Morgan’s 1930sera style of design. What’s in a name? When you’re talking about the Andreas family of Palm Springs, a whole lot of history. Part of the Agua Caliente Band of Cahuilla Indians, the family was among the area’s original settlers. And now, a first-class desert oasis has been named in their honor: Andreas Hotel & Spa, conveniently located at the corner of Andreas Road and Indian Canyon Drive. Formerly known as The Springs, this newly renovated boutique hotel brings contemporary style to the classic setting of downtown Palm Springs. Out at the coast, another Broughton Hospitality property has un- WElCOME ABOARD Charlie Robles joins Broughton Hospitality recently as co-owner of Timeout Services, a hospitality consulting business. Prior to that he was GM of Parker Palm Springs Resort & Spa, where he coordinated a $22 million renovation. His background includes a management position with Campton Place Kempinski Hotel, several years as project manager and GM for various Kimpton Hotel Group properties in San Francisco, and GM positions at several Joie de Vivre Hotel properties. “We are delighted to welcome Charlie to the team,” said Larry Broughton, CEO and President of Broughton Hospitality. “With his exceptional background and diverse experience, we believe he is the perfect person to oversee the renovation and re-branding of the Springs Hotel & Spa, as well as run the hotel on a daily basis. We’re very excited to have him on board.” H Hospitality veteran Charlie Robles was recently named General Manager of The Springs Hotel & Spa in Palm Springs (soon to be Andreas Hotel & Spa). He brings 15 years of experience to the Broughton Hospitality team, most 8 broughton Quarterly FALL 2008
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