New Rate Structure....

Sometime working in the back office disconnects you from the business. Our number one goal in our business is "COMPLETE GUEST SATISFACTION".

So every once in a while I make sure to make time to come out of the back and check our guests in, check them out. Help with their luggage, help clean a room or unclog a toilet.

Working the front desk is one of the best places to talk to the guests. It gives you a chance to understand the general pulse of the publics expectation.

Being in the business of selling to the public is about meeting needs, wants and demands. Meeting the needs is simple, it is the wants and demands that make up the expectations. The back office is no place to truly understand the wants and demands.

I know many corporations will do study groups, send our forums for people to fill out and so forth. And these are all good. However nothing ever beats hands on the ground, being on the front line. Listening to the guests. Looking them in the eye as they tell what they want or demand.

There is nothing like the one on one interaction with the guests. This time spent with the guests turns out to be some of my best learning.

One of the many things I learned was many of our guests were AAA members or were in town on corporate business

Our rate structure at the time was simple and to the point. A one size fits all approach. It kept us occupied all the time but did not help our #1 GOAL - COMPLETE GUEST SATISFACTION...

At the time I thought the one size fits all was the best approach and made managing very simple. It kept costs down, it kept things simple and was great for everyone.

This simple rate schema seemed like great logic at the time. But after spending enough time with our guests I came to discover that my simple rate schema was making things very simple for us but was not accomplishing our goal of COMPLETE GUEST SATISFACTION.

So to that end I am happy to announce a new rate structure.

Now when you book a reservation at the FARMERS DAUGHTER HOTEL you will find AAA rates, AARP rates, CORPORATE rates, BAR rates, etc...

I will keep popping up at the desk, I will keep talking to our guests and I will keep making changes that get us results based around COMPLETE GUEST SATISFACTION.

In with the new....

We just made some major changes at the Daughter...

The first change was to hire a NIGHT MANAGER. GENE TRIMBLE started 2 months ago and has been shinning bright.

Gene has an extensive hotel background and very strong customer service skills.

Only with us 2 months and so far I have received 4 letters ( Mailed ) from guests to just Rave about Gene..

The first major change was hiring a new GM. After a long search we finally found the person.
Sam Reece has joined the team!!! Sam has over 20 years in the business.

We are lucky to have such a person come and work for us. Sam jumped right in and started making some changes for the better.

The last hire we just did was MARYANN NASCA. She is our new Excutive Chef for our restaurant TART.

MaryAnn brings a overs 25+ years of experince to us. And in the short time she has been there the buzz is starting that the SPECIALS at TART are the reason to go.

Though I love our menu, MaryAnn specials are creating many neightborhood repeats and permant fixtures just to see what she does next.

Starting in the end of June MaryAnn is rolling out a new Menu. Simple Americana with a touch of southern..

Our main focus is still on "HIGHLY SATISFIED CUSTOMERS". And with these changes that have been put into place I feel we will give you that much more customer service value...

My Family Album....

About a month back we spent a day taking family photos.. I think they turned out great, but then again these are my kids and wife. I guess I'm a little bias...

http://www.ryanphillips.com/slideshow/picataggio/