New Hotel Manager Seeks Advice to Better Serve

[jonna30]

We drive from AZ at least once per year. We don't mind the ART. What we DO want is the following:
1. Rooms that actually sleep 6
2. Safety - there is a lot of "junk" right around there. I want to know that someone is around and watching in the evening hours AND that my car is safe.
3. Smell can go a LONG way!!! Sometimes when you walk into a discount hotel, it smells like bug spray, etc. If it smells good, it must be clean, right????
4. Free breakfast. We don't really care is there is made to order, but DO want some healthy variety.
5. Enticing pool.
6. Clean comfortable rooms. Some other "discount" chains have really upgraded their bedding - which makes all the difference.
7. Coffee maker/fridge in the room.
8. Free parking. If a hotel charges for parking, I automatically think about what else they may charge for once I get there and am "stuck". I would rather just pay $10 more per day than be charged for parking.

Thanks for asking!!!!

 

[jeffersonkim]

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.

Are there specific breakfast items you want more of? If there's enough confirmation for the item (and it won't break the bank ), I'll order it for now on.

 

[jeffersonkim]

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....

I'm looking to run our own shuttle, but the cost is about $10,400/month. Do you think if I were to charge people $2/per room per day if they use a shuttle that would be OK? or do you think that would be offensive?

Right now, we spend $1600/month for the Anaheim Transit System, and each person gets charged $3/day/person!

The optional $2/per room/day is cheaper than the Anaheim Transit System, but does that ruin the whole concept of our own shuttle service? Or is it better than the Anaheim Transit System?

 

[jeffersonkim]

an indoor pool is another niche that is pretty empty.

You're right regarding this. . . especially when it comes to these windy days and all that smoke! I'll keep this in mind for the future.

 

[DangerMouse]

I'm looking to run our own shuttle, but the cost is about $10,400/month. Do you think if I were to charge people $2/per room per day if they use a shuttle that would be OK? or do you think that would be offensive?

Right now, we spend $1600/month for the Anaheim Transit System, and each person gets charged $3/day/person!

The optional $2/per room/day is cheaper than the Anaheim Transit System, but does that ruin the whole concept of our own shuttle service? Or is it better than the Anaheim Transit System?

I would think it would be best to just increase the room price $2-$5 instead of breaking down a separate shuttle fee. If people knew you had an exclusive shuttle, it would be a HUGE draw to your property.

 

[Mommy2PrincessAbby]

I agree with Danger Mouse, I don't know what your rates are, but if they are $69, and you charge $72 instead a nite, no one would care about the difference if you are touting a FREE shuttle!

--Lisa

 

[disney-super-mom]

I would think it would be best to just increase the room price $2-$5 instead of breaking down a separate shuttle fee. If people knew you had an exclusive shuttle, it would be a HUGE draw to your property.

I agree.

Increase the room rates a little and offer a 'free private Disney shuttle'.

As far as breakfast items go, we like:

Coffee, juice, milk
pastries and/or muffins and/or doughnuts
assorted cereals (2 healthy options, 2 sugary options)
fresh fruit (bananas, apples, oranges, grapefruit, strawberries)
oatmeal (perhaps microwave single servings packets)
yogurt

and we really love to see toasters on a breakfast bar with white bread, whole grain bread, frozen waffles, butter, syrup, and assorted jams.

 

[CrazedDisFan]

I agree that offering a shuttle and adding an additional charge for the shuttle directly onto the room price is the way to go.

Here are some additional thoughts...

1. If you charge $2 per room per day IF the client says would like the shuttle, how would you monitor those that didn't pay from utilizing the shuttle? What would keep dishonest families that are traveling with friends from allowing thos friends in other rooms to board the shuttle with them?

2. An additional $2 a night to your economical rates is not going to make/break the staying at CIM issue. An additional $10 or $20 might, but not $2.

3. Offering a "FREE" shuttle is a GREAT way to get guests to stay with your hotel. It will definitely make the choice easier for guests not wanting to rent a car or use public transportation.

4. Run the shuttle at an expense to the hotel for 2 weeks. Don't post the offering, just offer it with a clear start/end date to guests. The trial period will afford you the opportunity to see if your proposed schedule will work adequately and utilize your guests commentary to improve the system.

5. As far as your breakfast offerings, I encourage you to dress in plain clothes for couple days a week and 'join' the guests in the breakfast room. Don't identify yourself. Don't clean up after guests, just blend in with the crowd. You will find out so much about guest expectations by doing so. Candid commentary is always more telling than solicited commentary.

Good luck in you ventures as the hotel manager. In my opinion, you have made a great effort in finding out what your guests want and expect from your hotel. Best of luck!

 

[Hound 109]

I would think it would be best to just increase the room price $2-$5 instead of breaking down a separate shuttle fee. If people knew you had an exclusive shuttle, it would be a HUGE draw to your property.

Dangermouse is correct. This would be THE deciding factor for many of us.

My family (& is suspect many here) would only stay on-site / or on Harbor (so we could walk)....or the Candy Cane (because of the their shuttle).

IMO the following should be givens.

- cleanliness.
- some kind of light breakfast.
- a pool.
- mini-fridge.
- coffee in room.


The following would be nice to have, but wouldn't be deal killers if they weren't offered.

- ice cream in the afternoon or evening. (cheap...& families love it )
- full breakfast.
- a nice pool with slide.
- nice landscaping.
- premium coffee (good idea by the above poster...cheap upgrade & it could make a difference.)


But the DEDICATED SHUTTLE (that you can put your watch on) would give you the "niche" (along with Candy Cane) that would bring those in the know.

EDITED TO ADD ALLOWING DAY OF DEPARTURE PARKING. THIS FEATURE ALONG WITH A DEDICATED SHUTTLE WOULD BE HUGE FEATURES THAT WOULD BE TALKED ABOUT.


If you don't tend to the top items, you'll get blasted here & on TA.

Providing one (or more) of the nice things in the middle group would get some nice comments here & on TA.

BUT...Providing A DEDICATED shuttle would make you a viable option for my family & WOULD DRIVE BUSINESS YOUR WAY. (& Dangermouse is right. Just add the fee into the room charge (as you would for Bfast).


Good for you that you're asking. & like someone else said. If i knew a manager was perusing the DIS & TA, it would give me even added comfort & make me want to check you out prior to booking. (BUT IF YOU DON'T HAVE A DEDICATED SHUTTLE....I WOULDN'T CHOOSE YOUR MOTEL (given your location).

Good luck.

(And if you're asking for Breakfast requests (from my family)..... MEAT. (Sausage & buicuits), eggs, bacon, breakfast potatoes. (Breakfast Tacos ) waffles &/or pancakes, fruit, etc. and of course coffee, milk & juice.)

but really for our family...any thing is good....(even just bagels, coffee & juice) because we will wolf it down prior to going to DL for Ropedrop!!!!

 

[wvnative]

Sounds like we're all about on the same page as far as cleanliness, bedding, frig, microwave, etc.

I'm also gonna have to jump on the shuttle bandwagon. We always stay on Harbor. I'm happy to pay a little more to stay there just so I don't have to mess with a rental car or ART. A dedicated shuttle would be a huge draw for me especially for a more affordable hotel.

My daughter and I are pretty easy to please. We're really only in the room long enough to sleep and shower. The staff needs to be courteous and I need to be able to understand them. I'll admit I have a bit of difficulty with thick accents but it doesn't help when they get annoyed that I need them to repeat themselves. Breakfast (free or nominal charge) with some kind of protein would be another big draw. We're not big on pastries and sugary cereals. Early check in is another big one for us. When we fly, we get there before noon and like to drop off our bags and head to the park.

I'd even be willing to pay a little extra for an airport shuttle to/from SNA.

 

[LukenDC]

A nice continental breakfast is always appreciated and I liked one previous poster's suggestion of complimentary evening refreshments. I also agree that a reliable shuttle service would be a big plus.

Make sure that the front office/lobby is warm and welcoming. Good lighting and flowers are useful in that regard. Perhaps you could have your housekeepers learn how to make towel animals. I've discovered that it's special touches like that that make Disney such a special place.

Good luck with your new assignment!

 

[pixiewings71]

As a frequent DL visitor who drives to DL from Northern California it's very important for us to have free parking!! Part of the reason we chose the Tropicana in July was the free parking. Actually that and the proximity to the park were the exact reasons we chose that hote. Since you're farther away and we wouldn't be walking a dedicated shuttle would be perfect!! As a guest I would definitely be happy to pay an extra $2 per day for the shuttle! If you can work that out I think it's a great solution. Also, when you've got a dedicated shuttle keep in mind that Main Street DL stays open longer than the park itself does. People will want to stay and shop, make sure your last shuttle pick up is well after the extended shopping hours to accomodate your guests! Last year (2006) we stayed at the Radisson Maingate, nice place BUT we had to take ART (for 2 adults and 2 kids) and the ART shuttles stopped running something like 15 minutes after the park closed!!!! That's too soon IMO. In July we rode Nemo and we were there until almost 1 hour after the park closed. Maybe have a call in line where your guests can call for shuttle pick up if they miss the last one.

Maps of the area would be a great perk!!!! Featuring things like Target, restaurants, the Pirate Adventure and Medival Times and even a grocery store and pharmacy.

A fridge, microwave and coffee pot are a must. But instead of just offering free coffee daily offer tea and/or hot chocolate as well. I don't drink coffee myself but I do love a good cup of tea in the morning or evening and my girls love hot chocolate.

A good breakfast would be a plus also, not just bad pastries either, I try to eat healthy and feed my kids healthy as well, good cereal choices are always a plus. As are eggs cooked to order served with some sides, and fruit is a must have for breakfast while on vacation. Whole grain cereals and bread products would really be a perk for me. (I loved the ice cream suggestion too, that would be really fun!)

A good clean pool area is great!! What about a partially covered pool? That would be awesome for my family, my DD11 and I have very Irish skin, it's fair and we burn very easily (we use tons of sunscreen when we visit the parks) so a covered swimming area would really benefit us. A hot tub is nice also, to soak your feet after a long day at the park is such a great thing to be able to do.

Clean bathroom and bedding are a must, I don't really care if there are areas of the main room that aren't so good but the bathroom is a deal killer for me, if I don't get good water pressure, regulated heat (some showers I've used have gone from hot to cold in a matter of seconds) and nice towels I won't come back. Bedding is also a sticking point for me, I want nice clean beds with fresh smelling linens. I bring my own pillow so that's not as important to me.

How about a good on-site laundry?? The Tropicana has a laundry room, tiny washers and the dryers took two cycles to dry!!! AND they have 3 washers but only 2 dryers! What's the point?? LOL Make it key coded so only guests can use it, have vending machines with small containers of detergents (vending machines that are credit card operated would be a plus) and keep it open later hours, sometimes you realize that your bathing suits and towels are still wet from earlier use and you don't want to leave them outside, being able to toss them in the dryer would be great!!

Kids staying free would be a great plus also!! WOW!!!! I would love that! LOL
Make it easy to get extra services, we need extra towels often and it can be a struggle to get them. We normally use our towels for 3 or 4 days but we do ask for extras, it's nice to get them without problems. Other extras might be making dinner ressies at outside restaurants, giving recommendations on places to go and things to do, arranging for taxis or shuttles to the airport(s). Even things like coloring books or pages/activities for the kids to do would be great! Make sure your front desk staff is friendly and has the *Disney* attitude and wants to help others have a great vacation. I've stayed in really nice hotels with really bad staff and would not go back.

Also, something to think about might be a frequest users discount. There are quite a few of us who make weekend trips because we carry AP's, if we could be assured of getting a great room at a great price with some kind of "reward" in the offering that would be really nice. This could range from earning points towards a free night(s) or even something as simple as Disney Dollars for points, or gift certificates for free dining in DTD or any of the restaurants on Harbor.

Finally, Thank YOU for asking!! This gesture goes a long way to paving the way to a good future at your new career!!!!

Wow, that was quite a list for me.....LOL

 

[grumpyvet]

I come from San Diego to Anaheim 2 to 3 times a year. Usually I only spend one night. I look for proximity/cleanliness/continental breakfast with something healthier than prepackaged muffins/pastries, even toast/no bad smells./dedicated shuttle.
But, the one thing I haven't seen mentioned, is the availability of leaving my car in the lot the day I check out!! Park Vue has that possibility, so I usually stay there.
Snacks in the lobby..even just a popcorn popper in the evening..would be something special.
Hey, good luck!!

 

[mommy2allyandaveri]

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

Good luck in your new management position!

I love the idea of #2, that is such a great idea! I would definately stay at your hotel if...

You did the above plus:

1. Updated Rooms, nobody wants to stay in a ratty, run down room.
2. Shuttle dedicated to your hotel
3. Nice continental breakfast:
-Juice
-Coffee
-Milk
-Pastries
-Bagels/toast (w/ toaster)
-Cereal/packets of oatmeal

All of these things are doable in my mind, no construction necessary and are a small cost. With these things you would have several legs up on the competition right across the street.

Please keep us update if you are able to do any of these things because we won't know otherwise. A lot of us ONLY look at the hotels across the street, but I would look at this one too if at least a couple of these items were there.

 

[pixiewings71]

Oh yes!!! We would need to leave our car/van the day we leave too, we are able to spend half the day in the parks since we are about 6 hours away. I didn't think of that one!

 

[jeffersonkim]

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...

For the children we have the Disney Channel and a little activity table and stools in the Kid's suites.

You should be able to come down to our front desk and purchase a ticket whether you stay here or not for the same price we offer our guests.

 

[Vacation Dad]

I just thought I would mention that what you see on this discussion board can be a bit biased. We can be fanatical about things Disney related, and what you see may not apply to the “normal” people out there. It may be that most of the folks staying at your hotel may not care about the things that we mention. Maybe you are meeting the needs of most of the folks staying at your place. It could just be that our ideas will only cost you more money, while not increasing your occupancy level much. I guess that is why they make you the boss, to figure these things out.

If you make us happy though, we will do our best to make sure the word gets out.

 

[jeffersonkim]

Thank you all for your input. I'll be keeping all of these in mind to my checklist of things to get done.

I was thinking I would reply to all af the entries, but there were so many! So thank you all.

The first thing (and easiest) thing I'm going to do is get some hot chocolate and bagels with cream cheese added to our breakfast.

Then, I'll be mulling through the Direct Shuttle option, so as to not have to use the ART system. . . (but actually that's a whole issue within itself).

There's actually a more complicated reason why you only really see Candy Cane Inn with the shuttle. Basically, the "Anaheim Resort" (from approximately Ball Road to Chapman Ave) area requires (by the city) the hotels to buy into the Anaheim Resort Transit System. So they don't really get a choice whether or not they participate. The traffic was getting pretty bad over the summer (so I've heard) and so they tried to alleviate the problems with the Anaheim Resort Transit System. Candy Cane Inn had their shuttle system before the law was enacted in 1996, so they're really the only ones with a shuttle in the Anaheim Resort area.

It's $3/person/day and free for children 9 and under, but there's talk to start charging children $1/day. . .

Anyway, the shuttle issue is probably more accurate in its own thread. . .

 

[back2disney]

I look for value. So this my first trip coming up, the deciding factors were proximity(a free shuttle is okay), suites, indoor pool, microwave, and fridge.
Thanks for asking.

 

[disney-super-mom]

Thanks Jeffersonkim! Hot chocolate and bagels with cream cheese sound like great additions.

Also, other than the Candy Cane Inn, I believe the Sheraton Anaheim and the Sheraton Park also have private Disneyland shuttles.