by Bill - PFB Hotel and Lodging Advisor - Posted Wed May 4, 2011 @ 1:41 PM
This is all actionable feedback that corporate can use not only at this location but across the board.
The Graveyard Crew (11PM to 7AM) have the unsupervised duty to not only serve the guest but also act as mangers on duty representing the brand and hotel management on the least desirable shift. All too often the folks on this shift get the short end of the stick when it comes to training and being "in the loop" due mostly to the fact that they are working when management is sleeping and vice versa.
Any hotel manager, be it the GM or a Department Head, can learn a whole lot about their operation by conversing regularly with these shift members while at the same time assuring that they feel that they are being kept in the loop. As far as training, these same manager types need to take this shift member's needs into consideration when scheduling training, monthly meetings and the like.
I also have to wonder what would have been accomplished had the letter writer, in addition to penning this letter, brought these issues to the attention of the hotel general manager while still a registered guest.