We're currently using a linen-cleaning service that provides the linens and launders them. The linens are *crappy* (the stars signify saying the word in Jon Stewart's best high-pitched voice). I believe they're 180 thread count, they're washed with everything else at the service, and the harsh chemicals used makes them practically crunchy. They're basically motel linens. Unfortunately, I can't seem to get a guarantee that we'll get OUR linens back from the service if I purchase new.
Housekeeping is kind of a dream. Unlike other inns, we've had the same staff for years. They make their own schedules, cover each others' shifts, and always have the rooms ready on time. There are a few quality issues, but it's getting better. The worst problem with housekeeping is the cleaning products! Walking into a guest room is like an assault on the senses - I get headaches. Several guests have commented that, "This room sure does smell clean." And not in a good way. I may have a vendor who'll sell me green cleaning products at just a slight markup from wholesale. Add that to the list.
Sunday, April 27, 2008
Thursday, April 24, 2008
Out of the gate - computer reform
Hitting the ground running and all that good stuff. Signed up for 60+ hours per week without realizing what I was getting myself into. Trading away my free time for a free place to live.
It won't be such a dramatic time-stealer once I get my footing. The issue is bringing this place into the 21st century. Work is duplicated, triplicated, and so on, ad infinitum. Merely taking a reservation involves a written request, writing it into a reservation book, entering it into the computer, copying and pasting an email confirmation letter (typing the details individually), and filing the paper request away. And this is on my end. There is no direct booking, so the guests have to submit an internet request to find out if the room is available or not. If so, they get an email asking them to call in. If they call I have to try and dig their request out of my Outlook inbox, and start the reservation process.
Because of this crazy system, the written requests back up, sometimes taking days before being entered into the computer. This means it takes days before the guests get their email confirmations. Depending on the timeliness of their reservation, this can push them past the cancellation date. Or if they have questions, or are waiting on information about the area, they have to sit on their hands and wait until we can catch up.
This is just reservations! The filing is a nightmare. I don't even want to look. Every drawer is full of old files, company names I don't recognize, information that isn't really needed. My Outlook contains just about every email received for the past four years. Every sent email is saved as well! There are over 16,000 sent emails! I don't even know where to begin. I'm afraid to delete things, but I have little choice. This place needs an overhaul. Occupancy is around 35% during the busiest two weeks of the season, and it should be SO much more!
I'm dealing with staff resistant to change. They like things the way they are, and don't want to make any more effort than they have to. Office staff and housekeeping are the only consistent staff - it is the innkeeper and assistant innkeeper who change out, though there have only been four innkeepers over the past decade.
The first step is getting a new computer that doesn't eat it and have to be powered down five times a day. Second step is upgrading to Office 2007 from 2000. Third step is to get a new reservation system, and I have one in mind. It will allow for direct online booking, forcing us out of handwritten reservations. It will automatically send out confirmations, and will associate all guest correspondence with the contact file & invoices.
Next will be upgrading linens & housekeeping.
It won't be such a dramatic time-stealer once I get my footing. The issue is bringing this place into the 21st century. Work is duplicated, triplicated, and so on, ad infinitum. Merely taking a reservation involves a written request, writing it into a reservation book, entering it into the computer, copying and pasting an email confirmation letter (typing the details individually), and filing the paper request away. And this is on my end. There is no direct booking, so the guests have to submit an internet request to find out if the room is available or not. If so, they get an email asking them to call in. If they call I have to try and dig their request out of my Outlook inbox, and start the reservation process.
Because of this crazy system, the written requests back up, sometimes taking days before being entered into the computer. This means it takes days before the guests get their email confirmations. Depending on the timeliness of their reservation, this can push them past the cancellation date. Or if they have questions, or are waiting on information about the area, they have to sit on their hands and wait until we can catch up.
This is just reservations! The filing is a nightmare. I don't even want to look. Every drawer is full of old files, company names I don't recognize, information that isn't really needed. My Outlook contains just about every email received for the past four years. Every sent email is saved as well! There are over 16,000 sent emails! I don't even know where to begin. I'm afraid to delete things, but I have little choice. This place needs an overhaul. Occupancy is around 35% during the busiest two weeks of the season, and it should be SO much more!
I'm dealing with staff resistant to change. They like things the way they are, and don't want to make any more effort than they have to. Office staff and housekeeping are the only consistent staff - it is the innkeeper and assistant innkeeper who change out, though there have only been four innkeepers over the past decade.
The first step is getting a new computer that doesn't eat it and have to be powered down five times a day. Second step is upgrading to Office 2007 from 2000. Third step is to get a new reservation system, and I have one in mind. It will allow for direct online booking, forcing us out of handwritten reservations. It will automatically send out confirmations, and will associate all guest correspondence with the contact file & invoices.
Next will be upgrading linens & housekeeping.
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