It seemed the person seating us was changing linens on several tables. On a Sunday that was not overly busy we waited about 20 minutes to be seated. Short-staffed: The Colonnade room is absurdly understaffed. No room refrigerator, coffee maker, newspaper delivery, or microwave. I have run into this before and always carry a printed copy of the “deal” I received. However, at breakfast, I was asked for my coupon. I was told that now it was just done by the room number. I asked at the desk upon checkin about getting the breakfast coupon I was used to receiving. I booked directly with the property and breakfast was part of the room cost. Confusion: there is a lot of confusion regarding responsibility (“corporate vs. Why put people with infants next to a senior couple? Why put guests with dogs next to those without dogs? You have this information, use it. I think the same is true for those staying with toddlers and infants. People with dogs should be clumped together. Most new staff do not understand what great service means. Wonderful massage artists Delightful room (but I only book a Premium) the others are small and oddly arranged Delicious food Room service Bell staff Gift shop service Housekeeping Comfortable bed and big tv Update bathroom Windows that open New in-room buttons for privacy and cleaning - very nice Minuses: 1. So what were the plus’s and minuses? The plus’s are numerous. I am sure they know and care enough to share. Secondly, conduct focus groups with those who were there when the service was exceptional, so they can share their opinions (safely) on how to return to the 5-star rating. My suggestion here is to have a mentoring program where those who have been there 5+ years show the newbies what real service is for guests. I exclude from this bell staff, especially Storm, who are reminiscent of the old guard in enthusiasm. Unfortunately, there seems to be a new group of staff that are at best indifferent. If you are fortunate enough to have them assist you throughout your stay, your time at the Equinox will be great. To name a few, servers Mary Beth, John B, Ray, Chris, spa Alex, Joan, Susie, and others whom I am sad I do not know the names of for this writing. I include all levels here - housekeepers, spa staff, and food servers. There exists a group of long-term employees whose service is impeccable. Aside from what I feel was a poorly designed modernization of the hotel in 20 (thankfully some adjustments to harsh lighting and ornamentation have been refined), the primary issue that exists is staffing along with functions of staffing. Everything I raise or suggest is done in hopes to help guide from a longstanding guest’s perspective for the betterment of a place I love to visit 3 - 4 times per year. I want it to be as great as it was before the often discussed management changes over the past couple of years. I want to start by saying I love the Equinox.
0 Comments
Leave a Reply. |