When Dreaded Variation Rears Its Ugly Head

We recently spent a fun week in Las Vegas.  As a member of Leading Hotels of the World, we get great deals on beautiful places to stay (for example, in Hawaii, the Halekulani Hotel is a Leading member), so we opted to stay at a higher-end resort on the Strip.  Upon arrival, the front desk staff was friendly and helpful.  The room was well-appointed and clean.  Except for one meal, the food was above average.  Then dreaded variation reared its ugly head!

The package we booked came with free breakfast coupons, and therein lay the problem....

At three different hotel eateries, we got three differing interpretations of what we were entitled to receive for the coupons.   At one restaurant, we were told you could only get a continental breakfast.  This was the same restaurant that we patronized on a previous trip, which offered a full breakfast for the same coupon.  Another restaurant told us that we can get $16 worth of anything on the menu.  At yet another eatery, we were told we get a $14 credit.  May I remind you that all these were at the same resort!

To make matters worse, when I called the front desk to obtain clarification, “Heidi” addressed me with a sassy tone. I then asked to speak to a manager, who gave me the run-around and dismissed the inconsistency by telling me that “each restaurant was separately managed.”

I expect better from a “Leading Hotel!”

The Leadership Lesson

1. Ensure all policies and procedures are aligned and consistent, especially those involving third-party vendors.
2. Communicate these guidelines completely to all parties involved.
3. Train staff to receive customer feedback and make every effort to make things smooth and easy for customers. 

The Leadership Challenge

Check for policy and process variation.  Use “mystery shoppers” when needed to help you identify “opportunities for improvement.”