Monday, February 22, 2010
Friday, February 5, 2010
Some candid words from a hotel consultant
I came across this article in one of my online hotel news emails. It is by Daniel Edward Craig who is a hotel consultant and the author of the hotel-based Five-Star Mystery series. He is the former vice president and general manager of Opus Hotels in Vancouver and Montreal and its current blogger-at-large. For more information visit www.danieledwardcraig.com or email dec@danieledwardcraig.com.
I think it is great information for guests and I couldn't have said it any better. Here is a portion of the article:
...To that end, I thought I’d share a few insider tips on what to do when things go wrong in a hotel.
Should you complain? Probably. Hotels need to know if you’re dissatisfied; it gives us a chance to turn things around for you and to fix things for future guests. But if you set expectations the hotel can’t meet, such as a harbor view in a prairie hotel, resist the temptation to shift the blame. The best way to avoid unpleasant surprises is to check out online reviews before you book. They’ll give you the real story, warts and all.
Talk to someone who can fix the problem. Yes, it feels good to unload on friends, colleagues and random strangers, but repetition heightens feelings of victimization, and chances are they’re not listening anyway. If the issue is minor, speak to the front desk. If it’s significant, ask for the duty manager. If tears and family heirlooms are involved, contact the general manager. If there’s blood, call 911.
No more drama. Hotels will go to great lengths to appease guests, but it’s kind of hard if you’re throwing furniture or lunging at our throat. Ladies are discouraged from standing sullenly aside while their husband complains, uttering little huffs to convey feelings about their husband (wimp) and the manager (moron). Gentlemen, no need to inform us of your net worth, shoe size or number of Twitter followers. By virtue of being dissatisfied, you’re important enough.
The maid didn’t steal your tiara. Hotel managers receive frequent calls from frantic guests who have misplaced a valuable item and immediately blame the nearest employee. Invariably, the item turns up. When a guest accused one of my staff members of stealing her iPod, I ran a key report and viewed security camera footage, then called her back to ask if she had checked with the stream of visitors to her room late that night. I didn’t hear back. Store your valuables in the safe.
An eye for an eye. In today’s economy, hotels aren’t particularly enthusiastic about doling out freebies if we’re not at fault. If we messed up, however, the matter should be resolved to your satisfaction. If you feel you deserve compensation, be candid—otherwise you might get a fruit basket. But be reasonable. If you want a large cash payout, you’d better be missing a limb. If you invent or exaggerate a story to get free stuff, you might get it, but you’ll probably end up in hell.
Complain up. If the issue arises after checkout, send an email to the manager, who can copy it to other departments and, theoretically at least, resolve the matter quickly. If you’re not satisfied, forward the message to hotel ownership or the management company; these individuals loathe complaints and will get to the bottom of things fast. You can also dispute erroneous charges with your credit card company.
Bad things happen, even at the best hotels. The true test lies in how staff members respond. If an issue is expertly handled, a little praise goes a long way. At times it may seem otherwise, but we’re in this business because we love to please. Enjoy your stay.
I think it is great information for guests and I couldn't have said it any better. Here is a portion of the article:
...To that end, I thought I’d share a few insider tips on what to do when things go wrong in a hotel.
Should you complain? Probably. Hotels need to know if you’re dissatisfied; it gives us a chance to turn things around for you and to fix things for future guests. But if you set expectations the hotel can’t meet, such as a harbor view in a prairie hotel, resist the temptation to shift the blame. The best way to avoid unpleasant surprises is to check out online reviews before you book. They’ll give you the real story, warts and all.
Talk to someone who can fix the problem. Yes, it feels good to unload on friends, colleagues and random strangers, but repetition heightens feelings of victimization, and chances are they’re not listening anyway. If the issue is minor, speak to the front desk. If it’s significant, ask for the duty manager. If tears and family heirlooms are involved, contact the general manager. If there’s blood, call 911.
No more drama. Hotels will go to great lengths to appease guests, but it’s kind of hard if you’re throwing furniture or lunging at our throat. Ladies are discouraged from standing sullenly aside while their husband complains, uttering little huffs to convey feelings about their husband (wimp) and the manager (moron). Gentlemen, no need to inform us of your net worth, shoe size or number of Twitter followers. By virtue of being dissatisfied, you’re important enough.
The maid didn’t steal your tiara. Hotel managers receive frequent calls from frantic guests who have misplaced a valuable item and immediately blame the nearest employee. Invariably, the item turns up. When a guest accused one of my staff members of stealing her iPod, I ran a key report and viewed security camera footage, then called her back to ask if she had checked with the stream of visitors to her room late that night. I didn’t hear back. Store your valuables in the safe.
An eye for an eye. In today’s economy, hotels aren’t particularly enthusiastic about doling out freebies if we’re not at fault. If we messed up, however, the matter should be resolved to your satisfaction. If you feel you deserve compensation, be candid—otherwise you might get a fruit basket. But be reasonable. If you want a large cash payout, you’d better be missing a limb. If you invent or exaggerate a story to get free stuff, you might get it, but you’ll probably end up in hell.
Complain up. If the issue arises after checkout, send an email to the manager, who can copy it to other departments and, theoretically at least, resolve the matter quickly. If you’re not satisfied, forward the message to hotel ownership or the management company; these individuals loathe complaints and will get to the bottom of things fast. You can also dispute erroneous charges with your credit card company.
Bad things happen, even at the best hotels. The true test lies in how staff members respond. If an issue is expertly handled, a little praise goes a long way. At times it may seem otherwise, but we’re in this business because we love to please. Enjoy your stay.
Tuesday, January 12, 2010
Dine About Town January 15-31!
Check it out:
Save on a specially prepared 2-course lunch for $17.95 or 3-course dinner for $34.95. Dates and times of participation vary by restaurant. Menus subject to change. Bon appetÃt!
http://www.onlyinsanfrancisco.com/taste/dineabouttown/
Wednesday, December 2, 2009
“Good Morning America” to televise live from San Francisco’s Union Square
“Good Morning America” to televise live from San Francisco’s Union Square beginning at 4 a.m. December 3, 2009
by: ajackson
Residents and visitors encouraged to be part of the national television broadcast
“Good Morning America,” (GMA) which has an estimated television audience of 4.5 million viewers, will televise live from San Francisco’s Union Square as part of the ABC network holiday promotion “Good Morning America Lights Up America.”
When: Thursday, Dec. 3, 2009; 4 – 6 a.m. (the broadcast will air locally at its regularly scheduled time of 7 – 9 a.m. (PST).
Where: San Francisco’s Union Square – next to Macy’s holiday tree and ice rink
What: The public is encouraged to arrive before 4 a.m. and bring “one warm coat” for GMA’s holiday coat drive. Complimentary Ghirardelli hot chocolate will be served, as well as cookies and brownies from Wolfgang Puck Express Restaurant; beignets from Chez Papa Resto; and pastries from Emporio Rulli il Caffe, which will open to the public at 3 a.m.
The program will include GMA weatherman Sam Champion welcoming the live audience from a decorated classic cable car and leading an audience countdown to illuminate the holiday lights in Union Square. The broadcast will also include a performance by Beach Blanket Babylon. Caitlin McGinty, along with fellow cast members, will sing “San Francisco” while wearing the San Francisco Skyline Hat, which is 11′4″ tall, 10′ wide and 4′4″ deep and features the Golden Gate Bridge, Coit Tower, the Ferry Building, SFMOMA, a moving cable car and other city landmarks.
The live remote in Union Square will coincide with the unveiling of San Francisco’s holiday window at GMA’s New York studio in Times Square. Joe D’Alessandro, president and CEO of the SFCVB, will unveil San Francisco’s window design to GMA’s morning anchor team, Diane Sawyer, Robin Roberts and Chris Cuomo. Times Square attracts more than 450,000 visitors per day during the holiday season and GMA’s holiday windows have become a “must-see” visitor attraction.
The “Only in San Francisco” window will portray the essence of San Francisco during the holidays. Designer and sculptor Tom Greenfield has creatively showcased many of San Francisco’s most recognizable attractions and icons, including the Golden Gate Bridge; San Francisco’s famed cable cars; Coit Tower; AT&T Park – home of the San Francisco Giants; the California Academy of Sciences in Golden Gate Park; Macy’s Union Square and holiday ice rink; and San Francisco International Airport. Beach Blanket Babylon, which is celebrating its 35th anniversary, will also be represented, as will Wicked, which is in San Francisco for an extended engagement. The San Francisco CityPass, which provides visitors access to some of San Francisco’s most visited attractions, including SFMOMA; Aquarium of the Bay; Blue & Gold Fleet bay cruise; the de Young Museum in Golden Gate Park, and the Exploratorium will also be represented in the holiday window design. The “Only in San Francisco” banner will be carried by a replica of a Virgin America plane.
by: ajackson
Residents and visitors encouraged to be part of the national television broadcast
“Good Morning America,” (GMA) which has an estimated television audience of 4.5 million viewers, will televise live from San Francisco’s Union Square as part of the ABC network holiday promotion “Good Morning America Lights Up America.”
When: Thursday, Dec. 3, 2009; 4 – 6 a.m. (the broadcast will air locally at its regularly scheduled time of 7 – 9 a.m. (PST).
Where: San Francisco’s Union Square – next to Macy’s holiday tree and ice rink
What: The public is encouraged to arrive before 4 a.m. and bring “one warm coat” for GMA’s holiday coat drive. Complimentary Ghirardelli hot chocolate will be served, as well as cookies and brownies from Wolfgang Puck Express Restaurant; beignets from Chez Papa Resto; and pastries from Emporio Rulli il Caffe, which will open to the public at 3 a.m.
The program will include GMA weatherman Sam Champion welcoming the live audience from a decorated classic cable car and leading an audience countdown to illuminate the holiday lights in Union Square. The broadcast will also include a performance by Beach Blanket Babylon. Caitlin McGinty, along with fellow cast members, will sing “San Francisco” while wearing the San Francisco Skyline Hat, which is 11′4″ tall, 10′ wide and 4′4″ deep and features the Golden Gate Bridge, Coit Tower, the Ferry Building, SFMOMA, a moving cable car and other city landmarks.
The live remote in Union Square will coincide with the unveiling of San Francisco’s holiday window at GMA’s New York studio in Times Square. Joe D’Alessandro, president and CEO of the SFCVB, will unveil San Francisco’s window design to GMA’s morning anchor team, Diane Sawyer, Robin Roberts and Chris Cuomo. Times Square attracts more than 450,000 visitors per day during the holiday season and GMA’s holiday windows have become a “must-see” visitor attraction.
The “Only in San Francisco” window will portray the essence of San Francisco during the holidays. Designer and sculptor Tom Greenfield has creatively showcased many of San Francisco’s most recognizable attractions and icons, including the Golden Gate Bridge; San Francisco’s famed cable cars; Coit Tower; AT&T Park – home of the San Francisco Giants; the California Academy of Sciences in Golden Gate Park; Macy’s Union Square and holiday ice rink; and San Francisco International Airport. Beach Blanket Babylon, which is celebrating its 35th anniversary, will also be represented, as will Wicked, which is in San Francisco for an extended engagement. The San Francisco CityPass, which provides visitors access to some of San Francisco’s most visited attractions, including SFMOMA; Aquarium of the Bay; Blue & Gold Fleet bay cruise; the de Young Museum in Golden Gate Park, and the Exploratorium will also be represented in the holiday window design. The “Only in San Francisco” banner will be carried by a replica of a Virgin America plane.
Tuesday, November 17, 2009
Luques Restaurant & Bar Participates in the San Francisco Chamber's Expo After Hours Event
2009 Business After Hours Fall ExpoOn Monday, Nov. 16, 2009 from 5:30-8:30 pm
at The Westin St. Francis on Union Square, we participated in the Fall Expo put on by the San Francisco Chamber of Commerce to showcase Luques Restaurant & Bar.
The Expo is one of the largest networking events of the year put on by the Chamber. The exciting event featured over 150 exhibitors including Chamber members, non-profits, small business resource partners, as well as catered hors d’oeuvres from several exceptional local restaurants, including us, with complimentary tastings from 15 wineries and live music.
We served our very popular Thai Shrimp Salad with Chile Lime Dressing and it was a big hit. We received many compliments and hopefully left a lasting impression on hundreds of potential customers. Here are a few shots from the event:
Friday, November 13, 2009
It is starting to look a lot like Christmas...
Macy*s gift to the City, the Christmas Tree in Union Square, is being put up and decorated, the palm trees on each corner of the Square are lit and the Ice Skating Rink is up and running.
We are proud to be one of the sponsors for the Ice Skating Rink and are offering a great skating deal. Our guests can add ice skating for two people to their room bill for only $15 plus tax including skate rental. Regular price for skating is $9-$9.50 per person plus the $4.00 skate rental. That is almost 50% off!
Ice skating is available until January 18, 2010. For more information, see the website: http://www.unionsquareicerink.com/
The Christmas Tree Lighting Ceremony will be November 27th at 6:00pm.
Picture from the roof of the Chancellor Hotel
Thursday, November 12, 2009
Don't Get Held Up at Hotels - By the USAToday
We are having a heck of time with people complaining about authorization holds on debit cards these days. Using a debit card for travel is a terrible way to go. As I have traveled around, I have noticed very large signs advising guests about the authorization holds at Hilton Hotels, Hyatt Hotels and more. However, we constantly are told that "I have never experienced this before..." I was in the Hotel Rex, part of the JDV Hospitality Hotel Group, right around the corner, the other day and they have a sign right at their front desk. USA Today printed the article below a year ago, but it seems to be taking a long time for the travelling public to get educated on this one. The problem for us is that there is no way to tell a debit card from a credit card unless you read the small print on the card. However, the computer processing does not know the difference. Well, here the article again in my simple attempt to help educate the traveling public:
DON'T GET HELD UP AT HOTELS == To avoid trouble when using cards at hotels:Use a credit card. Unless you're up against your credit limit, a hold won't affect your ability to charge more. A hold on a debit card is like you've written a check; that money isn't available until the hold is lifted, and that could take a week.Know when you will be billed. Some lodgings, particularly in vacation destinations, charge for one or more nights when you make your reservation. You may be paying for the room before you sleep in it.Ask what the hotel plans to do. Will it put a hold for a certain amount for incidentals on the card you present at check-in or merely keep a card imprint until you check out? If you're using a debit card, make sure you have extra money in your account to cover holds.To see when a hold is released, contact the bank that issued your card. Occasionally, you may have to push a hotel to lift a hold as soon as possible.
Source: USA TODAY research
Pre Authorizations can be done by gas stations and car rental agencies as well as others. A weeks vacation going from hotel to hotel could rack up a lot of holds.
DON'T GET HELD UP AT HOTELS == To avoid trouble when using cards at hotels:Use a credit card. Unless you're up against your credit limit, a hold won't affect your ability to charge more. A hold on a debit card is like you've written a check; that money isn't available until the hold is lifted, and that could take a week.Know when you will be billed. Some lodgings, particularly in vacation destinations, charge for one or more nights when you make your reservation. You may be paying for the room before you sleep in it.Ask what the hotel plans to do. Will it put a hold for a certain amount for incidentals on the card you present at check-in or merely keep a card imprint until you check out? If you're using a debit card, make sure you have extra money in your account to cover holds.To see when a hold is released, contact the bank that issued your card. Occasionally, you may have to push a hotel to lift a hold as soon as possible.
Source: USA TODAY research
Pre Authorizations can be done by gas stations and car rental agencies as well as others. A weeks vacation going from hotel to hotel could rack up a lot of holds.
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