Hamilton House Inn

When the GM of a hotel checks you in, one would expect them to know the following: Honor Loyalty – Recognizing elite members is a fundamental expectation. A proper welcome sets the tone for the guest’s stay. A Diamond Member should always receive a warm acknowledgment. "Welcome, [your name], thank you for being a Diamond Member. I have you here for a two-night stay..." That wasn’t the case. Instead, I was met with resistance when requesting a high-floor room away from elevators and ice machines. Have Knowledge – A GM should be well-versed in inventory and room types. Misclassifying a room is unacceptable. A GM should have a clear understanding of inventory. As a former Hilton GM, I know how crucial Revenue calls and SALT scores are to a hotel's QA audit. Not only did she lack this knowledge, but she also attempted to pass off a handicap-accessible room as a hearing-impaired room. Highlight Amenities – Informing guests about breakfast, facilities, and perks ensures they maximize their stay. I was not informed about breakfast or other hotel amenities, a basic yet essential part of the check-in process. "Speed of the leader, speed of the group" is a perfect summary. Leadership sets the standard, and without a strong focus on hospitality, the entire team will fall short.