Behind the Scenes: Maintenance

Good afternoon, and welcome to the Maintenance Department at the Hotel at the End of the World. My name is James Potter and I work Maintenance over the weekend. There are 4 Maintenance employees here at the hotel, and between us all we take care of the guest rooms, property, equipment, fixtures, and sign.

We handle routine maintenance in the guest rooms, from the light bulbs and tv, to thermostats and toilets. All maintenance is completed and recorded in case issues are recurring and may need additional work. Maintaining the function of our guest's environment is an easy way for us to provide exceptional guest service, since we rarely interact with the guests. 

Thanks for taking the time to read my small part here and come see us sometime soon!

James Potter

Maintenance

Hotel at the End of the Earth

Hello from Housekeeping

Hello from Housekeeping!

My name is Britney Minaj and I am a housekeeper here at the Hotel at the End of the World. I have been a housekeeper for 12 years, 5 of them here at the Hotel. I take pride in my work and in the Hotel, and enjoy going an extra step for my guests- like these lovely flowers on my towels!

I understand that most guests have concerns about the cleanliness of their rooms- especially bathrooms- and I can assure them that we adhere to the highest standards of cleanliness in our duties. We have a cleaning checklist of over 100+ tasks per room, and always have our work inspected by a supervisor before the room is "guest ready". After the guests' rooms have passed inspection, we vacuum and clean the hallways, elevators, business center, fitness center and lobby.

Being a housekeeper is enjoyable, but very hard work. I normally clean 10-15 rooms a day, and work from 8am until I'm finished- before 4pm. Cleaning rooms is physically strenuous also, you're moving at a quick pace and constantly vacuuming, dusting, wiping, straightening and moving furniture, and getting on your hands and knees for low areas.

All being said, I love my job and enjoy doing a great job for our guests. I'm always proud to hear the compliments that are passed along to the front desk or told to us by the guests.

Thank you for letting me share my job with you, I look forward to seeing you soon!

Britney Minaj
Housekeeper
Hotel at the End of the World

Bellstaff- Just Ring!

Ding ding!!

Hi there! My name's John and I'm a bellman here at the Hotel at the End of the World. I work really hard to make people smile- it makes my work a lot of fun.

I have a stand near the front office where I work out of, and a bell closet where we store guest's luggage and our carts. Since we sometimes keep our guests's belongings inside, it is kept locked at all times and we are responsible for the keys and contents.

I usually assist the guests and their luggage from valet to the front desk, and from the front desk to their room. My cart comes in very handy for traveling families- or those of you who like to pack everything but the kitchen sink! Sometimes my cart is loaded to high to even see over, but that's one of the challenges of my job.

I like to make small talk with the guests when helping them, to make the time go faster and help them feel at ease. My normal questions are to ask where they're from, what brought them to the area, and if they have ever stayed at the Hotel with us. These basic questions can give you a good feeling for the guests, and helps put them at ease after their journey.

When we get to the guest's floor I point out to them the ice machine and fire exits, so there's no confusion.  I assist the guest's into their room and unload their luggage from the cart, and show them some key features in there room (most people appreciate being shown the thermostat!)

Part of the duties of the bellmen here at the Hotel are to handle guest's dry-cleaning. Guest's will bring their garments in a pre-marked laundry bag, which I organize and then hand-off to our local dry-cleaning service. When I receive the fresh clothing the following day, I verify the contents and order information and deliver it to the guest's room. Staying organized and communicating with your co-workers definitely helps avoid confusion or mistakes when it comes to dry-cleaning!

In the mornings there are usually 2-3 bellmen working to assist the guests during check-out. Guests call down to us or the front desk and we hustle up to their rooms with a cart to assist them with their luggage. The mornings are a very busy time, with guests hustling to check-out and retrieve their cars. There is always a rush right before our check-out time at 11, and we let guests now if it will take us a few minutes to be there.

Being a bellman is a high-paced customer oriented job. I enjoy the challenges that arise from it, and the diversity of the people I meet working here. I hope you have enjoyed this peek inside, and please come visit us soon!

Thank you,

John Chrissy
Bellman
Hotel at the End of the World

Concierge at Your Service

Hello & thank you for staying at the Hotel at the End of the World!

My name is Carlos Calderon and I am one of the Concierges here at the Hotel. My job is to assist the guests in booking dinners, excursions, and any local information they request, such as directions.
I enjoy meeting and working with new people, and sharing with them ideas for outings.

I typically work afternoon/evenings and always on the weekends- its definitely the busiest time for me! I  work with guests celebrating special occasions, such as birthdays, anniversaries, engagements, family reunions, even bachelor/bachelorette parties!

Every person is unique, and they each have an expectation for the event they're planning. I've found that you can never ask too many questions to determine the best action for guests- in the end all you want is for them to be satisfied!

I've made myself familiar with the local businesses and tours, and can recommend many guests to these attractions without any additional research. Many tour operators have offered or taken me on their excursions so I can experience them firsthand and recommend them to our guests.

Staying up to date on the local events and changes in the community are very important- many guests come stay with us during these times and want additional information about them. Being able to stay current in the community will also help refer guests to local attractions and keep them nearby. One of the ways I stay in touch is by going for a walk in the neighborhood during my lunch break. Any new stores, signs, or promotions I see I take a note of to research when I return.

Most of my income is earned by booking these excursions, so my knowledge on the area and what's available in it helps increase my earning potential. Plus its always exciting to hear about the latest thing to do on the beach!

I hope you have enjoyed my blog, I am very happy to share this with you. Please take a chance to come see us and experience some of the adventures we have to offer!

Thank you,

Carlos Calderon
Concierge
Hotel at the End of the World

You Can Park it at Valet

Greetings from Valet!

Once you arrive, we are here to assist you- from opening your doors, unloading your luggage to safely parking your car. Interactions with our guests are brief, so we have a short amount of time to impress you with our great service!

We see virtually every guest as they arrive at the hotel: whether by car, taxi, shuttle, or being dropped off. We are always there, smiling and welcoming you to the Hotel at the End of the World as we open the front doors for you.

When we greet an arriving guest who is parking their car at the property, we make sure to give the guests a claim check to be able to retrieve their car. It's crucial that the guest's keys are tagged with the matching claim tag-to ensure they get the right vehicle! We also give the guest our direct extension, so they can call down to have their car brought around when they are ready to go off property. 

All of our valet attendants have specific skills and talents that are important to succeeding as a valet. First, they are all customer-service oriented, and enjoy working with people. Second, they have passed a strict background check which looks into their driving record- you don't want someone who's been in a lot of traffic accidents parking cars for you! After passing the initial interview, references, and background check our valet attendants are tested with different vehicles- ranging from automatic and stick, to oversize trucks, even campers!

We greet guests as they arrive and thank them for staying with us when they depart- making us the last chance to leave a positive impression. We always assist the guest's departure by loading their luggage into their car, asking if they need any directions, and of course asking them to come back and visit us soon.

Being a valet can be a very rewarding career for those of us with people skills and proper training. We hope to see you arrive soon, and remember- you can park it with us!

The Valet Staff

Hotel at the End of the World

Greetings from the Front Desk!

Good Afternoon from the Front Desk at the Hotel at the End of the World!

My name is Robbie Guetta and I have been a Front Desk Agent here at the Hotel at the End of the World for 3 years now- and I love every minute of it!

To work at the front desk, you have to be a people person! From being able to present yourself professionally, greet the guests with a smile and  "hello", and just maintain a steady stream of conversation during check-in and check-out, 99.9% of this job is interacting with people.

Most often, we are the first employees of the hotels to greet the guests. We act as ambassadors to the property, and maintain a professional and friendly demeanor at all times. From our personal hygiene to our uniform, the guests are assessing us to establish a feeling for the hotel and property.

During check-in, we like to greet the guests and welcome them to our hotel. Describing the property, amenities, and local attractions help put the guest at ease and develops an instant rapport with us. Making a positive initial impression sets the tone for their entire stay- and is crucial for positive guest feedback!

Our check-in starts at 3pm, and we try to accommodate guests arriving early when rooms are available. We verify the guest's duration of stay, room/bedding requests, vehicle, parking, personal and payment information, and answer any additional questions they may have.

Once the guests have been checked in, we give directions to their room and property amenities, such as the pool, bar, ice machine, etc. During their stay, the guest will contact us for any additional assistance-which is why establishing a good rapport upon check-in is so important. The guests are also informed that they are able to contact us by pressing "0" on their room phone. If they require wake-up calls, additional towels, directions, or housekeeping then we are available at their fingertips.

Being a great Front Desk Agent means you must enjoy working with people- to serve, help, assist and inform them about all your property has to offer. It is a very rewarding job for some, and very challenging for many. The most important staff you can hire is your Front Desk staff- as they will be the ones to represent the property and interact the most with the guests.

That's all for today, I hope to share more with you this week about my position here at the Front Desk.

Thank you and I hope to check you in to our wonderful property soon!

Robbie Guetta
Front Desk Agent
Hotel at the End of the World

A Peek Inside Reservations

Good Morning!

My name is Nanette Alvin, and I'm a Reservations agent here at the Hotel at the End of the World. I handle all in-house reservations, and communicate primarily over the phone or computer.

I usually have first contact with the guests, unless they book through a travel agent or online. To be a reservations agent, you must have good phone etiquette and people skills. Being able to understand and communicate with someone over the telephone is a large part of my daily duties.

When a potential guest calls me, I do describe the property, rooms, amenities, and local attractions. I do my best to sell that person on our property and book their reservation before we disconnect. When I am able to close the deal and book their reservation, I collect all their personal information necessary for our booking system. This includes their name, address, phone number & email, dates of their stay, room type, credit card information and any additional guest requests or comments that may be necessary.

I always repeat the information back to the guest after I've collected it, its imperative to collect accurate information so the guest's experience goes smoothly. After we've confirmed their reservation, I follow through with an email confirmation. This allows the guest to refer back to their reservation details and gives them a "hard-copy" for their records.

When a guest needs to modify or cancel their reservation, I assist them as best as I can. In most cases reservations are flexible, but there are procedures and guidelines to follow. Our cancellation policy is 48 hours before arrival, and is upheld unless their are extenuating circumstances- such as severe weather or illness. In situations such as these, it is acceptable to allow the guests to rebook or postpone without penalty.

These are the standard reservations steps I follow, and make up a large part of my job. I hope you have enjoyed my blog about my department, and look forward to talking to you one day soon!

Thank you,

Nanette Alvin
Reservations Agent
Hotel at the End of the World