How Hotels Can Leverage Room Division as a Powerful Marketing Tool

I was attending an event in Washington when I overheard a conversation between a hotel bartender and a Frontdesk attendant. The bartender repeatedly referred to the lobby attendant as the trash boy, like he plays no role in the success of this important brand. I interjected for a few minutes and kindly asked him; Sir, did you ever take a look at the hotel guests’ feedback online? Confused, he asked back, sorry are you talking to me? Yes, I replied with a smile, sorry for interjecting, but I’d like to know if you ever have a chance to take some time to look for guest comments and recommendations online about your hotel? He smiled and told me: why would I do that? I politely replied, I figured it out because you would know that your housekeepers keep your hotel clean and deliver first-hand services to guests, and this is the number one reason guest come back; they need a clean space with fantastic service. So I concluded the conversation by instead of calling your lobby attendant the trash boy, you should ask him for his name, and like a valuable member of your team, you should thank him for his contribution to the hotel’s success.