New Hotel Manager Seeks Advice to Better Serve

[jeffersonkim]

Hello all,

I'm the new General Manager to ComfortInnMaingate.com (Comfort Inn Maingate)
and I'm seeking your advice as to what I can do to find our niche and better serve. I just started last month and actually just started in hotel management for the first time as well after a two year military assignment in Germany.

The hotel isn't within walking distance, but it's a 5-10 minute direct shuttle ride with the Anaheim Resort Transit system, so we try to compete against those big boys (ex. those hotels right across from the main gate of Disneyland) by offering lower prices. We're only two stories compared to those much larger hotels in the area.

We also offer Kid's Suites that have bunk beds in a connecting room.

But I don't want to go on sounding like I'm an infomercial disguised as a forum post . I just listed that info because I think our Kid's Suites and our "bang for the buck" are the items that we can focus on to best succeed on because our distance is such a killer for our Disneyland appeal.

Do you guys have any insights or advice that I can enact that would serve you guys better for your Disneyland vacations?

Are there certain services that are "must haves?"

Is there a niche service that we could offer that you guys wish hotels would offer but don't?

Does offering Disneyland tickets cheaper than AresTravel.com have more appeal or do most people buy tickets off ebay or craigslist anyway?

Thanks in advance for your recommendations! And you'll probably hear from me in the future as I brainstorm different ideas.

 

[Albort]

you should get a job at Disneyland to see what kind of guest services to expect

Being friendly is probably the #1 rule...

after that, cleaniness i guess... iono...

 

[kiwitravel]

We have travelled to Anaheim from New Zealand a couple of times now and will be returning in 2009. The keys things for us are Location, Clean Rooms, Price, Room size, Hotel Amenities. I know others who have had to use the ART system have complained, overfull buses have had to leave people waiting. My recommendation would be to run your own shuttle every 30 minutes as Candy Cane Inn does, if the price and everything else was OK we would certainly look at your Hotel, but obviously you would have to be cheaper than those Hotels that are right across the road....

 

[Judy from Boise]

an indoor pool is another niche that is pretty empty.

 

[eduk8r26]

I've stayed at Comfort Inn Maingate and really liked it. We were in the Kids' Suite and liked the idea it was in the back and quiet. The breakfast was on the sparse side--a few more offerings would be nice. The ART was convenient for us.

 

[stowasser]

When I started looking at hotels in the Disney area, the first priority was of course cost. I eliminated all over $100 except Candy Cane Inn (this was because we have stayed there once before and loved it). Next is reading reviews of the hotels that I was interested in. I was looking for a clean hotel with pool. Also looking for one with fridge and added bonus is nice breakfast option (whether buffet or nice assortment of pastries/bagels, cereals, even a waffle maker, juices and of course coffee). The final was walking distance. Now since your hotel is not within walking distance, have you considered your own shuttle like Candy Cane has? It would be more convenient for your guests to board an "exclusive" shuttle that comes every half hour (just a thought).

We stayed three nights and really wasn't in the room much but our hotel did have some big negatives that will impact my decision to stay there again (we were at the Anaheim Plaza Inn). First was the bathroom, tiny! It would of been nice to have the sink/counter on the outside of the bathroom so someone could shower while someone else use the vanity/sink (important for women applying makeup/hair etc). Our room was very dated and worn. Providing clean rooms to me also means updated rooms-clean carpets, nice bed linen (ours had a tiny mattress pad), nice mattress, new tile in bathroom (not chipped or cracked) and of course, clean with no hair or dust about. We had a fridge and microwave which was an important feature but would of been nice if the fridge, microwave and coffee maker were in a nice little cabinet with a top etc to present better. I think when you are competing against the rooms near the entrance, having top notch rooms really make an impression.

Suggestions:
-Offer top notch breakfast (waffles, cereals, pastries, bagels, fruit, juices, milk, coffee)
-offer fridge, microwave, coffeemaker
-sink/vanity on outside of bathroom
-exclusive shuttle to Disneyland every half hour
-nice linens and comfy beds, nice towels
-possibly a nightime snack like cookies or ??

It would also be nice to have a map of the restuarants in the area, especially in close proximity of the hotel (any type from fancy to fast food). Most people don't know the area so this would of been a nice feature in finding some quick meals etc, maybe even a more extensive food delivery list with menus and prices. You mentioned tickets, not sure if someone will stay at a hotel because the ticket prices are cheaper but maybe having them is a nice feature, it elevates one line at Disneyland. I bought our tickets for the Gay Day site (for family of four we saved about $85 on a 2-day hopper) and they were so much less than any other site that I saw, maybe you can get those prices? Well, thats some of my thoughts on what I would love to get in a hotel, unfortunately, I was unable to get a room with all these features. I was trying for the HOJO with an entertainment rate of $69/night for 2-queen room with Disney view but was unable to secure a room for three nights even though I started in July looking at hotels etc. I would pay alittle more is the hotel is more plush, nice breakfast, nice room features and exclusive shuttle. I was going to go with Candy Cane Inn since they have many of these features but their rooms filled up fast.

I wish you luck and hope you can get some good ideas that folks have about how to make your hotel stand out!

 

[JenDisneylandlver]

Well the most important things for us is location and clean. If the price was right I would consider further then walking distance, but I would also be looking for a place that had a dedicated shuttle.

Offering a decent breakfast in the morning is a plus as well!

 

[MagicalMomAZ]

Kids Suites are SO important to me. I was referred to one of the big boys your competing against & I'm getting a double suite in Jan for $129/nt - if that gives you idea of what makes ME happy. LOL
It's not a Kids Suite but being 400 yrds away made up for it, plus the cost for 4 beds & 2 baths ain't so bad!

So to me....a constant shuttle that's easy to catch, Kids Suite is awesome - what do you have for the kids besides? Disney channel, Activity books/stickers, etc? Continental breakfast is a must for those Early Entry days...Can we purchase tickets for the parks at your establishment?

Some food for thought...

 

[momofeva]

Having worked in the industry, I feel for you. It can be a great, fun adventure if you let it happen.

I have a larger family, there are eight of us, we don't fit in the Kid's Suite. When we come it is for a week at least. Having a better rate for connecting rooms with a minimum week stay would be a plus. Having larger rooms for larger groups is also a plus.

Having an accurate map with the local Target, Wal-Mart, KMart, also gas stations that you would use, not the more expensive ones near the Park, and resturants, would be a great touch. An up to date list of restuarants that deliver, especially if they deliver late night, is a must.

Staff that knows the area in and out of the Park would be great. Training the staff on how to handle the problems that will come up would be wonderful. Staff that is able to think on their feet and solve problems are wonderful.

Better selection at breakfast. Pastries, juice, milk, and coffee aren't enough, we burn those calories just getting through the gate at the Park.

Good luck in your endeavor and thank you for serving in the military!!

 

[disney-super-mom]

Hmmmm, we go to Disneyland every year, and we've come to find these things important to us.

1. Clean (of course).

2. Disney magic! We're on vacation.....a Disney vacation.....so give us some Disney fun in those hotel rooms. Especially since you have kids suites. Some awesome Disney touches (bedding, paintings, art, Mickey decor everywhere), and what family with kids wouldn't want to stay there?!!!!! (And of course some Disney-like service from employees as well.) This could be a special niche for the area. Wonderful Disney decor/magic/service without the Disney price.

3. Competitive price.

4. Large pool and hot tub. A slide (small, medium, or big) would be a BIG bonus since the only hotels with slides in the entire Anaheim/LA area are the three Disneyland hotels. This could be a HUGE niche for the area.

5. Good location. Not only reasonably close to the parks but also to decent area restaurants.

6. Small Fridge, microwave, and coffemaker is great to have!

Good luck in your new management position!

 

[c&m]

I think you have started out your new position as GM on the right foot -- ask potential guests what they want in a hotel.

I have stayed at a lot of those big chain hotels in the Anaheim area (Marriott, Hilton, Hyatt, Doubletree, Holiday Inn, and Paradise Pier). I have enjoyed some more than others. Most of them are big, impersonal hotels that really don't concentrate on the details that differentiate themselves from an "OK" hotel to a "Great" hotel. Having said that, here are some of the details that are important to me and my family:

1. Free parking. Most of the big chain hotels charge about $14+ for daily parking. I now look for hotels that offer free parking, as those parking charges do add up!

2. Good hot breakfast. It'd be nice to offer a breakfast in the hotel. It's nice to get that out of the way before heading into Disneyland, merely for convenience. Don't charge big-chain hotel prices (i.e. $20+pp for buffet breakfast is outrageous) but a decent price, say $6-$8. Even better if it is a free breakfast.

3. Clean rooms. Not just cleaning what you see. But vacuum under the bed too. So many times, I've seen crumbs/dust balls under the bed, hair on the bathroom floor, sink, and tub -- yuck.

4. Good, clean bedding. Double sheet your beds with white linens. I don't know if your hotel uses those bed covers; but if you do, get rid of them as they always seem to look stained or grungy. (I don't think I'm the only hotel guest who wonders how often those bed covers are washed.) Not only will that be more hygienic, it'll give your rooms a more clean look.

5. Good coffee. I don't drink it, but my husband and various friends who go to DL are always looking for a good cup of Starbucks. You may want to ensure you are always serving a decent cup of coffee. Coffee drinkers are usually quite picky with what they are served. So if you are going to be spending money on coffee anyways, pick a good coffee brand to entice the coffee crowd.

6. Little touches such as complimentary juices at the lobby entrance for guests when they check in or as they pass through, smiles from your staff in the hallway, friendly concierge service, complimentary pool toys, etc.

Hope this helps. Thanks for reaching out to us (I don't see the big chains doing this). Good luck!

 

[keishashadow]

In planning stage for 1st trip to DL

My 1st step was to log onto the Choice Hotel site (when not visiting the Orlando area; I prefer booking their hotels since I can obtain a great special organization rate and corporate responds well to service issues-even @ the Econolodges-that are not resolved in house ).

Unfortunately, the Choice hotels in the DL area receive both dismal reviews on TripAdvisor (even the Clarion which is typically dependable) & don't have maingate proximity (unless you count the QI/E on Manchester). Other issues are customer service related & cleanliness/infestations; check out TripAdvisor; suggest you respond/address complaints.

For us, a breakfast bar isn't a big deal, stick a coffee pot in the room & i'm happy; however, a free shuttle would be all I need to make me take a 2nd or 3rd look.

 

[Tink-n-Pink]

1st let me say! Thanks for serving our Country!~
2nd of all~ I'm lucky enough to have family 3 miles from DL so hotels are not a thought however, I look for:

• Best Price
• Pool/Slide(great idea)
• Continental Breakfast with oatmeals, waffles, juices and more....
• Shuttle service
• Cleanliness
• Laundry facilities for those extended stays or so you don't have to pack so much!
• Knowledgeable staff (of the area) not just the concierge.
  
• I'd like a room with 2 queen beds and a pullout couch! We have a family of 5

Hotel Staff courtesy goes a long way with me. I used to work a front desk at a local hotel and my manager taught me to greet the guest with a smile and "Welcome to ..... INN" "How can I help you?" before they were 3 steps in the door. I appreciate you asking for advice and wish you luck!

 

[jocotter]

I don't want to use the ART, so a dedicated shuttle would be a deciding factor for us. Cleanliness and price would be big considerations.

 

[wadelle2]

Actually, I'm scheduled to stay at CIM in mid-December and my decision was based on A LOT of research as to prices & amenities. The two biggest factors in our decision was the separate kids room and the free breakfast. I'm hoping the breakfast is well-stocked, not too crowded, and includes whole-grains and a good mix with some healthy options (glad to see the boiled eggs & fruit). Small courtesies go a LONG ways. One hotel we frequent at another travel destination has cookies at the counter and hot chocolate and coffee available all day. My kids LOVE that and are always thrilled to visit that hotel for that reason alone. Polite and attentive staff and cleanliness are a must. Another hotel I visited had recently upgraded bedding to include quilted down blankets and extra pillows (the nice fluffy kind) . It was an economical hotel but really made the stay extra comfortable. Board games, coloring books, or other activities available to kids would be a plus as well.

While I was doing research and reading reviews at Expedia, TripAdvisor, etc. I saw that you had replied to posts made by customers and did so with professionalism. That was a big plus...that someone is actually listening to and cares about what the customer says. I hope you continue to do that. Other potentials like myself will continue to be impressed and the feedback you get will only help your business. Good luck. We'll see you in December.

 

[DesertBell]

We usually stay at the Motel 6, so you can tell that we're not super picky. We like it there, though, not just because they're cheap, but because in our experience, the staff is always willing to bend over backwards (they are SO nice there!) and the rooms are clean.

We are considering other options on this trip, becuase we'd like to get to adjoining rooms (like a pp mentioned). For us, other travelers reviews are VERY important when picking a hotel, and the top two things that we look for are a courteous staff and cleanliness. We also require wifi- free is a bonus, but as long as prices are reasonable, we don't mind paying. A laundromat is also a plus, because we stay for 8 days at a time.

Free parking is important, because of the length of time that we stay.

A breakfast, for us, is NOT necessary, since we can bring food from home and eat in our rooms, but a fridge IS. Again, even a fee for the fridge is fine, but having it available is important to us.

Most of all, though, look at the top notch customer service at Disney. It doesn't matter how nice and how cheap the hotel is, if the staff makes me feel unwelcome, I won't stay there. Make concessions to your guests. Take responsibility for mistakes and make amends. Respond to guest requests quickly. Reward your staff when you see them treating a customer well. (Your staff is the key to running your hotel. If you aren't good to them, they won't be good to your guests, and your guests will not return.)

Of course, I know that the customer is not always right, and that sometimes you have to say no. When that happens, say no kindly.

Good luck in your new venture!

(Incidentally, discounts to Disboard members are also a bonus )

 

[Mommy2PrincessAbby]

I check TA and other review sites as well... so replying to complainers is very helpful! Don't know if you have the facilities to do some of this, but it is what I look for...

1. Clean rooms, bedding that looks fresh. I really like white sheets and bedspreads etc... Seems to me they can be washed with bleach to be kept germ free... so when I stay in a room with white linens, I feel like it is cleaner.

2. Good, hot, free breakfast. Even if it is just cooked to order eggs, bacon and sausage and some toast or muffins and waffles...

3. Free parking

4. Kids stay free

5. Clean, warm pool

6. Room amenities like nice t.v., cable with kids channels (like Disney!), microwave, refrigerator, and coffee maker.

7. Service people that can and do help when a problem arises... no having to go ask someone, they are empowered to move your room, give you a discount, free meal voucher to somewhere, get you a toothbrush, call you a cab... whatever with a smile.

--Lisa

 

[DisGirl819]

Things I always look for in a hotel near DL and sometimes have a hard time finding all at one place:
1) A good breakfast (free or inexpensive) that consists of more than fruit, pastries and a drink...Eggs, sausage, waffles, etc etc is better
2) Free wireless internet that works in the rooms. My computer is attached to me and I take it on all trips (for email and uploading vacay pics)
3) free parking (very very important as we always drive from Az)
4) an easy shuttle to use (ART may not be the best if it has many stops before/after your hotel)
5) lots of local information (location of restaurants and recommendations!)

Good luck in your new position and thanks for asking our opinions!

 

[Vacation Dad]

Thanks for asking for our opinions.

We started staying at the Best Western Park Place Inn mostly for the great location. The fact that it is clean, we have had good service and a breakfast is included is what keeps us coming back. We have no reason to go anywhere else.

We have stayed at Comfort Inns before and have always had good luck. The one thing that would keep me from staying at your hotel is the distance from the park. Unless I am saving a lot of money, I would not stay anywhere that requires me to either drive to the park or to travel on public transportation. There is just too much hassle involved in waiting for a public bus, finding it full and have to load up kids, strollers, backpacks, etc. If I am looking at $3 a day per person to use ART for a stay of several days, I will be spending a good portion of the money I just saved by staying at your hotel. I am OK with a dedicated shuttle though as they are more able (and willing) to handle the loading problems. Charge me $5 more a night, say the shuttle is “included” with my stay and I will never know the difference.

Other things such as a breakfast, clean rooms, and friendly professional service will help too.

And as a person who spent 4 years in the Army (3 of them in Germany) many years ago, I wish you the best of luck.

 

[jeffersonkim]

Wow. THanks for the response! I'm going to try and respond to most of the entries.