Why This Hotel’s Housekeepers Don’t Quit

Glenn: [00:00:00] Everybody. It’s your hospitality friend, Glenn here. I’m down in Fort Walton Beach, Florida, and the reason why I’m having trouble saying that is I’ve never had the opportunity to be in Fort Walton Beach, Florida before. But Sandy Beebe-Osipov, general manager here at the Holiday Inn, said, hey, you got to come and see this place. And I’m here today and I’m really excited to see to see everybody here having a great time. We’re recording this in July. Yes, and time of year. You’re right on the beach. How is being a beachfront property help inform everything that you do here as a general manager.

Sandy: [00:00:33] We’re, you know, being a beachfront property is, is challenging, right? There’s operational challenges, but also people come, they love it. Right? So it makes my job easier there. People are always going to come to the beach and want to see our beautiful views. And so it’s, it’s great.

Glenn: [00:00:51] It’s really one of those great locations. So how were the people’s needs and desires, do you think a little bit different when they visit a property such as this? And how are you making sure to anticipate their needs?

Sandy: [00:01:00] Yeah, I think everybody comes because we’re a resort property, right? And when they expect our lazy river and, and all the amenities, I mean, right now there’s face painting going on that’s cool and things like that. So people really want that. And we are focused on the family friendly environment. So offering many resort amenities for our guests.

Glenn: [00:01:22] Tomorrow I’m thinking of taking the mermaid.

Sandy: [00:01:24] You should definitely do that. Yeah. Get up nice and early and take the mermaid class.

Glenn: [00:01:30] I can’t tell you how many times my wife has said. You know, Glenn, you’d make a great mermaid.

Sandy: [00:01:33] Yes. Everybody wants to be the mermaid chair. Yes. We have so many. Yeah.

Glenn: [00:01:38] What’s your number one tip to engaging staff?

Sandy: [00:01:40] Engaging staff is just connecting with them honestly and keeping them focused on, especially this time of year. We have daily huddles. If you haven’t gotten a chance to see that while you’re here just to connect and engage with my, my staff before they go out and engage with the guests. So just setting expectations daily and making sure our guests are top priority. They’re the ones spending the money. So we want to make them happy.

Glenn: [00:02:07] Excellent. You have give me one piece of advice for a young person who wants to be a GM.

Sandy: [00:02:12] That’s a tricky one.

Glenn: [00:02:18] What made you.

Sandy: [00:02:19] Dedication? I think just like being there, showing up and people. You have to love the people, right?

Glenn: [00:02:27] So for sure. Yeah. That’s true. Hospitality is a little bit of a bit of a people a little bit over there.

Sandy: [00:02:32] And it’s not just about even the guests, it’s your my staff. Like I love them. I keep them for my forefront. So yeah.

Glenn: [00:02:39] Yeah, I love them. Hopefully they’ll stay more than four months. But from what she told me earlier, she hasn’t had to hire a housekeeper in over a year. Yeah, that makes amazing. Gm right over there. This is Sandy, I’m Glenn, thanks so much for watching. Like, share, subscribe, all that kind of good stuff. Love you guys. Bye.