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La Quinta

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by

Rachel Nawrocki

on 3 December 2013

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Transcript of La Quinta

Mission of the Department
"Here for You"
Meeting Space


1,500 square feet of meeting space

4,800 square foot ballroom

Front Desk

Chain of Command
Owner/GM
Shardool Parmar, PVHG

AGM-2/Front Desk Mgr.
William Cabret
AGM-1/Housekeeping
Julissa Subervi
Front Desk Supervisor
Ray Torres
Housekeeping Supervisor
Elba Pena
Housekeeping Supervisor
Virtrudes Montero
Front Desk Staff
Deborah Miles
Kathy Sullivan
Amauris Coste
Jonathan Geoffrey
Nicole Girard
Rachel Nawrocki
Housekeeping
and
Houseman
Departments
Housekeeping Supervisor
Roxanna Castano
Security
Department
KP - Standard 1 King
Room Types
EK - Executive 1 King Suite
DDR - Standard 2 Queen
EDD - Executive 2 Queen Suite
Lobby Bar and Breakfast
Pool
** 182 rooms in total **
Located just outside downtown Springfield, at the junction of I-91 and I-291
Marketing
free and easy to join at the front desk

10 base points per dollar spent

easy jump between levels

redeem points for free night's stay
always heated to a
comfortable
82 degrees
$ - Budget - $
The Front Desk at La Quinta is a profit center.
Application of Theory
face recognition and name recall

Front Desk as the "hub"

communication: important criteria

keen awareness of other departments

guest complaints = hardest component
Bar Manager
Kathy Charette
Bar Staff
Relationships and Tasks
Check-In / Check-Out
answer phones
reservations
courtesy call (log)
problem resolution
bucket checks
record everything in log book

Issues
smoking in room with evidence = $250 charge

cash payment v. having credit card

credit card authorization / credit card for incidentals

location - locals, low-income (party)

noise complaints
Director of Sales
Connie Foster
Sales Staff
and
Banquet Staff
Sales/Banquet
People

Passion

Integrity

Excellence

Unique
Front Desk
Housekeeping Dept.
status of rooms
Sales Dept.
group block reservations,
rooming lists
and
meeting space bookings (BEO info)

Housemen
run things to guest rooms
and
simple (room) problem resolution
Engineering Dept.
maintenance problems throughout the property (inside and outside)
Management
problem resolution for guest satisfaction

*hotel is franchised, small business owner is operator/manager
*or other avenues online
- when Gold member: 20% bonus on all base points earned

- when Elite member: 30% bonus on all base points earned
Breakfast Supervisor
Gloria Velez
Breakfast Staff
major expenses:
labor
office supplies
Head of Maintenance
Patrick Karparis
Maintenance
Department
L
O.S.
Full transcript