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The Tutwiler Hotel launches new service program
Released: 2/12/2007
By: Robin Oliver
BIRMINGHAM, AL - The Tutwiler Hotel will launch a new customer service program February 16 that will assure that it will exceed the service offered by other properties in the market. The launch follows the opening of 100 completely restored guest rooms as The Tutwiler continues a $9 million restoration project, set to be complete in late March. The remaining 49 rooms and public areas are undergoing restoration now.
“We definitely want our service to be the best in Birmingham,” said William Murray, president of Tutwiler Hotel parent company Integral Hospitality Solutions. “But this is not about beating our competition. It is about doing what is right for our guests and exceeding their expectations.”
The program, dubbed “Make It Happen,” includes employee certification in various areas of service and new technology that will alert the general manager when service requests are not met within five minutes. One of the most important factors in guest satisfaction is prompt attention to their needs. Another feature is a mission control room where staff members monitor all guest requests and dispatch team members to handle guests’ needs as well as prepare a special welcome for all arriving guests.
Murray brought in hospitality training and management expert Kay French to develop and launch the “Make It Happen” program. French said her task was to come up with something that would be “above and beyond” anything guests have experienced.
French said she is confident that the program will be a success because it is fun and exciting for employees as well. Built on a football theme, the program’s mission control room includes turf carpeting. Employees receive collegiate letters on their name tags for certification in various areas, and once an employee letters in each category they are eligible to move up within Integral Hospitality, which manages more than 40 hotels across the country.
“Great service is not just about technology and systems,” French said. “Great service comes from having a team that cares about the guests and is motivated to give their best every day. We already had a wonderful team at The Tutwiler, and ‘Make It Happen’ gives them the incentive they need to go above and beyond.”
For more information or reservations, go to www.thetutwilerhotel.com.
Related Link: www.thetutwilerhotel.com
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