I really wanted to share with you guys something that happened yesterday/today!
Last week I was at the PDQ class in the tech center. (Amazing class). Yesterday I utilized some of the information passed to us from the class.
At 1 pm yesterday a guest came to the desk moderately upset her room was not cleaned yesterday. Upon investigating we saw her husband opted in to Make a green choice with out telling her. She then stated she wanted to extend her room one more night and we need to come clean the room at 3pm sharp. cause shell be gone from 3-4pm.
While the front desk agent was extending the room, I used it as a training opportunity. I showed the agent how to cut the rate for the day in half, as well how to properly apologize.
At 3 pm I took the stay over attendant to the room and explained to her, this guest was unhappy, and we need to turn her stay around, and personalize our cleaning.
We followed the PDQ process exactly as you trained us and I then left a note stating i personally inspected their room for quality.
Today arriving to work i had a letter waiting for me at the desk. It was a thank you note from the guest for correcting an issue and she said "her room felt more at home then when she checked in." She left me a 20$ tip. I gave that tip to the room attendant today during stand up, and explained to the rest of the team, that Estrella went above and beyond for an upset guest, and the guest took care of her back.
Once again thank you gents for the lessons you have passed on to me. As I believe this truly helped my team grow from just this 1 situation.
Director of Rooms
Good morning Duane,
Thanks so much for allowing your team AND definitely Paul for coming to our property…training my team on the correct S.T.E.P.S. to get us where we need to be. Paul was nothing less than amazing. He took the extra time & showed patience and understanding with my difficult team, to teach us how to get where we need to be.
There’s much work for us to do, but with Paul’s guidance I know we will succeed!
Assistant General Manager
They are embracing it! I did remind them that we are all human and it is easy to fall backwards. I asked that they do not fall into that temptation. YOU ARE WONDERFUL.
I just wanted to thank you so much for sending us Gilbert again. What a breath of fresh air, Gilbert’s enthusiasm and knowledge is just what our team needed at this time. He worked one on one with the team yesterday and they are so excited about working with him again today. They took videos of his teaching yesterday, so they didn’t want to miss anything he was teaching. So exciting to hear the enthusiasm it has developed.
I met Paul this week. He is AWESOME! Really good session at the Residence Inn. If they can’t successfully implement PDQ & STEPS after a week with him, then we’ve got issues.
Regional Director of Operations
Good afternoon Joe,
I wanted to reach out and share some feedback on Trinidad. I have been consistently impressed by both Trinidad’s attitude towards her work and her performance on the job. Her interpersonal and communication skills have allowed her to develop productive working relationships with both our guests and our staff. She has excellent communication skills. In addition, she is extremely organized, reliable and computer literate. She can work independently and is able to follow through to ensure that the guests are satisfied and that the job gets done. She is flexible and is always willing to go above and beyond. She is the definition of goal driven and highly motivated. She has been a very valuable asset to our team.
Albany, New York
We had Manny Morales out last week to train us. He did an amazing job, his presentations were incredibly effective. The man is a real asset to your team, he really did a good job of showing the value of the PDQ program to both our managers and our housekeeping staff.
I appreciate your help
I would like to reach out to you in regards to Paul. I would like to say this past week has been great with him and I cannot wait until the next time he is here. Paul made sure my staff and I were properly trained and understood the material. He also went over things numerous times and quizzed us on the material to make sure we understood it. I missed PDQ the last time he was here, so he made sure that I was trained on the PDQ system and how to issue incentives and add extra time if needed, and reports. I will definitely need him in the near future and I can’t wait until he comes back.
Grand Rapids, MI
Good Afternoon Duane,
I hope this email finds you well. I would like to recognize Gerardo. He came to our property last week for PDQ training. He was great with the employees and management staff. He explained things thoroughly and was patient with everyone he came in contact with. Gerado was very attentive and worked around our scheduling. He is definitely an asset to PDQ. I just wanted to let you know. Thank you for sending him.
Assistant General Manager
Hello Mr. Newman, I just wanted to take a few minutes to recognize Hector on his presentation of PDQ. I had the pleasure of being able to sit in two meetings and presentation of the PDQ procedures, steps and culture. I saw and can see that the way it was presented was awesome. Our team was engaged, asking questions, and participating. I can honestly say that we should start seeing results soon. I’m excited to see the reports in just a few weeks and look forward to some celebrating. Once again, thank you Hector for your time, leadership and patience. Please visit anytime….we look forward to seeing you soon. All the best in your next city!
Sincerely, from the SA Hotel’s Leadership team,
Area General Manager
San Antonio, TX
I wanted to give you some feedback on Trinidad, our trainer from last week. She was hands down fantastic and as helpful as any professional I have worked with spanning 40 years in the industry. Trinidad went above and beyond to assist us to end some poor practices that have led to the downfall of our heart of our house. She sacrificed longer than normal days I am certain. She never flinched at some of the challenges we face. You are to be congratulated to retain such talent. Please share with her our feelings about her efforts and continual follow up to ensure we successfully carry out PDQ.
I would like to say that Hector has been the absolute best help I can ask for. I am Task Force for Aimbridge and I met him when he came out to our hotel.. Since then, even though he was not my rep I have leaned on him at the last 4 properties and he has not for a minute wavered on assisting me. He could have easily passed me off but he has been diligent about getting me the things I need. I just wanted you to know what a stellar and valuable asset you have with him! He definitely makes my job easier. Have a great week!
Task Force Manager
I wanted to follow up with you to let you know how much we enjoyed having Trinidad at the hotel. The housekeeping team loved her and was very responsive to her training techniques and ideas. The training went well and we are excited about implementing the STEPS process so that we can maximize productivity and well as quality.
We look forward to continuing our relationship with P.D.Q. and Trinidad. Should you have any questions or need any further information, please feel free to contact me.
Director of Operations
I just wanted to reach out and thank you so much for getting us set up on the PDQ program. I am just getting back into the office after conference and the team spoke very highly of Trini and the program in general. After personally inspecting some of the rooms today with my housekeeping manager I really think the staff grabbed on to the training and are ready to tackle the STEPS program.
Please pass along our many thanks to Trini as well!
Thank you again and please let me know if you ever need anything!
Good afternoon Trinidad,
Thank you for being here this week and working with our housekeeping staff and leadership. I would have enjoyed spending more time with you and having more time to sit in on the classes. After talking with my housekeeping manager, supervisor and staff it seems that they have learned a lot and will take away a lot of great skills from the training. As always I support the PDQ STEPS program and will work hard with team to ensure the processes and skills PDQ training provides are carried out daily basis and productivity is at its highest level. Thank you for taking the time to go check on our sister property to point out areas of opportunity there. Again, thank you for your support and training.
Oklahoma City, OK
Good morning Joe,
I hope this e-mail finds you well. I have been meaning to write you for some time, but of course Operations throws monkey wrenches into my plans AND we had our QA Inspection this month....YAY, we passed.
I am a former athlete and coach in which I have a combined 7 championships under my accomplishments. I would like to think I know what passion, persistence, dedication and sacrifice is to meet a Team's shared goal.
It is a benefit to my hotel and to your organization to have an asset with these traits. When Trinidad conducted PDQ training at our property, we witnessed her willingness and ability to coach and have our Team understand the importance of completing our job(s) in an effective and efficient matter. Her patience is unmatched as our room attendants were resistant at first, but this did not deter her from her goal(s). To this day, our HSK Department still recalls the time spent with her and this is what we call "creating a memorable experience" (this is one of our shared goals for our guests).
Please pass my commendation and gratitude onto your leadership in regards Trini. I know, once we get our linen to par, we will be achieving our target goals thanks to this brilliant lady.
Have a great rest of your day!
I want to thank you for organizing this amazing week.
Carolina is exceptional, professional, outstanding, kind, patient, and absolutely wonderful.
My team can recite the 10 Steps and embraced and enjoyed the training.
I can’t wait to see the results.
Yours in hospitality,
Good Afternoon Duane,
I hope this e-mail finds you well and you are having a wonderful week! I am reaching out to you in regards to the recent training we had received from Paul for both of my hotels here in Tampa/Brandon. The training was very enlightening and is going to help me in being able to hold my team accountable in an appropriate manner and setting a clear expectation on what is expected of them as well as my leadership team on a day to day basis. Paul is extremely knowledgeable on the processes and procedures and giving real time, real life examples, was extremely beneficial to my team. His ability to identify an area of opportunity and address it with myself and the team was very much appreciated. I feel very confident that we will be able to move in the right direction after the training provided to us by Paul this past week.
Thank you for providing us with the tools to be successful and diligent moving forward.
I wanted to let you know that our training week went really well and I can’t say enough about Trini and how great she was during the whole process. She was very clear and concise with our housekeepers while also being funny and stern at the same time. She obviously knows how to run a housekeeping staff! I understand that the job if far from done and we are committed to meeting our thresholds sooner than later. Thanks again for all of your assistance throughout the process.
I would like to thank you for allowing Paul to provide my housekeeping team with a wonderful training on the PDQ process. He was knowledgeable of the steps that will allow my team to stay productive as well as maintain a clean environment for our guest. His motivation and attitude is what’s needed to keep a team positive when introducing a new process. We look forward to working with PDQ.
Good Afternoon Duane,
I hope this email finds you well. We had the pleasure of working with Paul this week to implement PDQ with S.T.E.P.S. Training. I thoroughly enjoyed the training and it helped teach me things as well. Very informative and thorough. I know it will take some time for my team to get used to and not be so stubborn, I have extremely tenured housekeepers so as you know “change” doesn’t go over well. With that being said, Paul was extremely helpful in giving me tips and tricks as we move forward to look to improve their times and the overall department success.
Paul is an AWESOME guy! Very approachable and very knowledgeable. He was not afraid to be firm when we experienced push back but at the same time remained professional and friendly. He also never got frustrated with me or anyone on staff as we struggled to learn something new and being operating in this new fashion.
The whole team truly appreciated Paul’s help, experience and knowledge. The class was great and he took the time to make sure that everyone understood and walked everyone through the challenges. We will miss Paul, but hope we do not have to have him back because then it means we need re-training J
All the best, Thank You for your time and the great things PDQ is doing!
Yours in Service,
St. Louis, MO
I wanted to take the time to say that Paul was Awesome!! Even through our challenges he was knowledgeable and supportive in helping us understand the process. It will take us a few to completely get the staff members up to speed, but I have full faith in the process and my team, that we can have huge success with this. Thank you for sending us Paul for his kindness, jokes, and smiles brighten our day!!
Hi Mr. Newman,
I want to take this time to let you know what an excellent job Paul did with our Housekeeping Department. The employees were so engaged in the training, especially with Paul's work experience. I know that Paul put in long hours during the employee training and implementing the new system in the housekeeping department. We really want to thank him for all of his hard work.
Please let him know how much we appreciate it all of his time and help.
Human Resources Manager
Just wanted to drop you a line about Gil that came to
work with us last week , I really enjoyed him. He was very helpful in explaining everything to
my girls and best of all, he talked to them on our level so we didn't feel pressured to get things
right so suddenly. He did a wonderful job and was a pleasure to work with. All the housekeepers
liked him. He is good at his job.
Asheboro, North Carolina
Good day Duane and Joe,
I wanted to reach out to you both as we just finished our PDQ revisit at both hotels with Gilbert. Gilbert was extremely knowledgeable and helpful to our entire housekeeping teams. The majority of leadership at both properties had not had the opportunity to be orientated to PDQ prior to this visit. He was very flexible is his abilities to work with both hotels schedules, complete the trainings, and meet with us as leaders. His engagement with us and the housekeeping teams was positive and everyone feels more comfortable with the program and excited to accomplish our goals.
We all are looking forward to a great success and improving our teams and thank you again for this opportunity and support.
Area General Manager
Good Morning, Duane!
We have completed our training with Paul, and are very excited to see the results that other properties have had. Paul was a very thorough trainer. He was able to engage the group throughout the training and keep their attention. All tools and processes were explained well, and questions answered with follow up to ensure understanding. I look forward to working with Paul again in the coming weeks, as he trains my other properties.
Area Director of Operations
Hi my name is Tracy from the Residence Inn, in Pittsburgh. I am the Executive of Housekeeping here. I wanted to let you know what a great experience I had with the training, and the professionalism of Gerardo, he was fantastic. The program is also fantastic, after 30 years in the industry you start thinking you know all the tricks, and he comes Gerardo with some tricks up his sleeve. He is so patient, it is hard to get a housekeeper to accept changes, but he just stayed calm, and did his job, fabulous. I am also glad to tell you that after he left they used almost all the solutions your company showed us. I was apprehensive when we heard you were coming, and it ended up being a great experience, so Thanks to your company, and Gerardo for the new, cleaner, hotel room experience.
Dear Mr. Newman,
I just wanted to touch base with you and express my appreciation in regards to the wonderful direction and leadership provided to myself and my team from Paul. We are very excited to implement this new program that will not only assist in controlling operating cost for our hotel and owners, but help us in consistently providing quality service to our guest. Paul was very patient and understanding in helping us to facilitate this transition. We are looking forward to all the positive things that will transpire by implementing these new cleaning and service practices.
Have a wonderful day!
Lake City, Florida 32024
I just wanted to give you a quick update on how the S.T.E.P.S program went this week. I myself am very excited and cannot wait to see how this program helps the hotel. I am was very impressed with the trainer Hector, he was great and I know I learned a lot from him. I attended almost of all of the trainings and cannot believe how simple some of this is and how a small step can make an improvement.
My Housekeeping Supervisor has fully accepted the program and is going to keep the department on track to maintain the program. Hector wanted to steal her to take with because that is how engaged she became this week. As for the housekeeping staff almost every single one of the room attendants seems to be engaged.
I will keep updated on how this goes over the next couple of weeks. Thank you again for helping in bringing this program to us. I think we are going to see great results from it.
Green Bay, WI
I just wanted to take a moment to provide feedback on our most recent PDQ Trainer, Gilbert.
Gilbert arrived and immediately made the team feel comfortable and confident. Arriving and training during a sold out week he was understanding and flexible with the fact that we still had to operate the hotel at max efficiency. Before leaving we had a comprehensive meeting to discuss Gil’s findings and suggestions to make the program run smoother and more efficiently while motivating our team.
I would highly recommend Gil for our future hotel trainings with our company and should we ever need retraining here at the hotel, I would want to have him return for us.
Ann Arbor, MI
On behalf of the Housekeeping Department here at the Residence Inn, please accept my appreciation for the excellent job that Gilbert has done this week with training my team and myself on the Next Steps PDQ program. Our training went smoothly and efficiently!
I want to personally inform you that Gilbert has a wealth of knowledge and his personality speaks volumes. He is truly a great asset to have on your team.
Rooms Division Manager
Dear Mr. NEWMAN,
We just had the deployment of STEPS with Hector.
It is, first of all, important to specify that one of the keys of success in this program depends on the trainer. Hector is a human person extremely rich in experience and demonstrating great faculties to make trainings. The numerous illustrations and the references to its past experiences is a real source of inspiration for the trainees. Everything was said in last session. The stake is from now on between our hands.
Finally, it is essential to insist on the importance of the participation of the Supervisors to invest them in all the process. It is certainly a gap from us, but we had not felt this importance because a session was dedicated to them in training. Again we warmly thank Hector for his availability, his dedication and his advices.
Also thanks to Joe for the preparation upstream of training.
I would like to take this time to elaborate on how amazing Paul was at our hotel. He was very professional and kind… and funny is just part of his personality.
As an Operations Manager for the property; I never worked in housekeeping as we already had a Housekeeping Manager in place. When I tried to do a room, I was so lost and paranoid. When Paul conducted the training it was such an eye opener for me and it also got rid of my fears in the rooms. He showed us the proper way and to clean a room and be safe doing it.
The staff members are trying the new ways and are liking it. They have a few changes that they need to get used to, but they are extremely happy and continue to put their best foot forward! Just to add, to date our scores are at the highest that they have been all year, a 15 point swing!!!
As for me now, I am still in the rooms working with the staff and most importantly; I feel confident teaching them!
Thank you for send Paul to our property!
Have a great rest of your week,
I have to say, I have sat in a lot of training sessions and by far, this is the most beneficial training I have sat in. Nancy came up to me and said the very same thing. You can just see how much the GM’s and Exec’s learned from it. From roll playing on how they greet a new hire their first day so they can see the difference between doing it the right way and how they might be doing it to having an actual training plan that they go over with the new associate to the 5 minute follow up with a new associate at the end of the day that probably most properties aren’t doing. So much of what Manny spoke about, especially on the 2nd day can be applied to any department in the hotel, not just housekeeping.
Senior VP of Operations
Good Morning Duane,
I just wanted to drop you a note to let you know the property training is complete. Our consultant was Paul who was thorough, professional and he presented the training in an easy to understand manner. The Housekeeping staff at Hartford is well-seasoned and for some, change doesn't come easy.
This week was a success but special thanks to Paul for doing an excellent job!
I wanted to contact you because we just had Paul check out of our hotel after completing a second round of PDQ training. He did a phenomenal job and my staff absolutely enjoyed having him here to teach and train. He was very friendly and outgoing. He also was very thorough when explaining everything. Please let him know how much we appreciated him coming back to help us!! We look forward to maintaining the PDQ techniques. Our staff seems to really enjoy it!
Maple Grove, MN
I wanted to let you know how great our training was with Hector at the beginning of January. He connected well with me and all of our staff.
Hector was extremely supportive as we got our program up and running by forwarding me reports to look over with my executive that she may be missing and also supporting me after with questions. He set up a phone call with me a month after training per my request as I had questions and he was very helpful.
Hector is such a great asset to your team and ours!
Maple Grove, MN
Good Morning David/Joe,
I wanted to express my extreme gratitude to you and your team, Yuvani and Fiorella have been a pleasure to work with. Both me and my team have learned so much this week and with all their help and by us following the PDQ steps it will surely enhance our scores and productivity so thank you.
I think you already know but your team is very dedicated to this system and it showed this week. Yuvani was able to bond and connect with our staff, which make the learning process more welcoming and accepted by them. Seeing Fiorella get right in there with the ladies and helping them thru the processes after the classroom settings was amazing to see (she is a very hard worker). In the past I’ve just seen new training pushed out but never worked thru and followed up by the trainers. So it was refreshing to see your staff stay and take the time to follow up with the staff to answer their questions and help them thru their challenges while they had to clean the rooms.
So thank you again for all that you and your team do. You really do make a difference!
Fort Worth, TX
Good Afternoon Mr. Newman,
Just a quick note of thanks as well as recognition for a job well done this week by Hector, Paul, and Fiorella.
As a veteran in the industry, I enjoyed the training that was conducted, and it was a great refresher on some things, as well as an eye opener on others. Safe to say, even this ‘old dog’ learned some new tricks, courtesy of your trainers. We’re excited to implement what we learned and cannot wait to see the positive results.
As the Senior Director of Operations, I was so impressed with Hector’s ability to communicate and connect with my team, which really played a huge role in our team’s embracing this program. If Hector ever retired from what he is doing, he could probably do stand-up comedy and just tell stories about the hotel business! He immediately wins people over and is very skilled and expressing what he needs us to do. Traits of leader, most certainly.
Not to be overlook our other 2 PDQ representatives, Paul was very dialed in and shared several outstanding observations and tips. Fiorella did a fine job demonstrating and working the process with our team as well. They all worked very well together, and are extremely competent in the housekeeping field.
The TRAINING process is wonderful. We have one room attendant that completed day two of the training and it will truly lead to our success. It takes more planning and commitment but once Tiffany and Lura committed to those two-three hours each day they could see how doable it was to train that way.
We have our orders in for the carts; this is going to be so important to keep people moving in a timely manner; we already see improvements so it will be even better once we have our satchels.
You made a real impact on the gloves – YEA! We are doing our checks and the team has been following the correct steps with the correct tools. We have their buy in!
Thank you! Taylor and I are sold on the program and process and look forward to continuing to hold ourselves and team accountable.
Maple Grove, MN
I hope this finds you both doing well! I wanted to take a few moments and share some feedback about Gil. I had the pleasure of attending the roll out of the PDQ -S.T.E.P.S process with Gil here in Columbus, Ohio and it has been an absolute pleasure. Learning this process with him has been great. He has made it fun, interactive, and very informative. The team has taken to him well and he has done such a great job of making connections with each associate he has worked with. He is a fantastic asset to your company and it has been an absolute delight learning from him this week.
Corporate Training Manager
I just wanted to take a moment to thank you and all the Team at PDQ Consultants for the implementation, and ongoing service you have provided with the STEPS program. It has been a great impact on our Guest Satisfaction results, improving our cleanliness scores 1.9% YOY. We have also seen a drop in our costs for cleanings supplies by $2,000 YOY. What great results! Most important my Team has a newfound confidence in fulfilling quality service to our Guests. The same service you have provided to our Team again and again. I can’t thank you enough.
Yours in Hospitality,
I wanted to reach out and thank you for providing your company to implement PDQ at our property. Leading up to our training dates, I was anxiously awaiting this training. Our property was absolutely in need of having this training. I can assure you that this is a defining moment in my time here at this hotel.
Mr. Paul, arrived at our property on Wednesday July 12, 2017. He represented your company is the most professional and courteous way possible. Mr. Paul made me and my team comfortable with what we were about to learn from the beginning. As I am sure you are aware, it is not easy to implement a program like this and break old habits. Paul was cognizant of this, and took an approach to the training that was able to keep everyone engaged and receptive. His knowledge and expertise was top notch. He was always prompt, timely, and energetic to our sessions. He took the time to ensure everyone’s understanding of the process.
It is evident, that your company’s success is because of team members like Mr. Paul. I will be sure to stay in touch with him, as I truly believe that my success and the hotels will come to fruition because of him. This property will no doubt be producing the productivity that our company expects. We have now been provided with the tools and resources to be the best at what we do. Thank you so much. I will be following up with you in a few months to confirm our progress. Thank you! We are most appreciative.
Jeremy – General Manager
I wanted to reach out and tell you what a great training experience we just had with your director. Originally, another director got us kicked-off last year and we asked for a retrain to get things back on track. The first trainer was amazing; getting the team educated and to get us started. It was a big undertaking for a seasoned team of room attendants. We are so thankful for the great job both of these gentleman did for us. The tools and the training were outstanding. The most recent trainer was able to trouble shoot areas for improvement that have already made an impact on how we start the day. The techniques that were shown not only will help with more efficiency, it also focused on the safety of our team. Techniques that will help them be more effective without putting more stress on their body. Just wanted to say a big thank you for the great program and that we are so excited. We really feel we have extra team members that we can reach out to with questions and help with your directors.
Assistant General Manager
Dear PDQ Partners,
I wanted to send a follow up note to Gilbert Casarez’s Seasonal Training visit last week to express our gratitude for the expert training he provided yet again this year. Each year Gilbert has been with us, he’s learned more about our unique environment here and I believe this year was our most effective training to date. Gilbert is a Housekeeping professional in every sense of the word and his teaching both motivated and challenged our 2016 seasonal team. His guidance and patience were exactly what the team needed as we ramp up into the busiest part of our summer.
We appreciate the partnership we’ve been able to build with PDQ over the years and look forward to a great summer ahead. Many thanks for sharing Gilbert’s expertise with our team!
Zachary, Director of Hotel Operations
National Park, Wyoming
I just wanted you to know what a blessing your director has been for me and the property this week. He has been motivating, training and a great source of information for me and the staff. We have a had a very productive week. I look forward to what we will accomplish next week! Thanks for allowing me to borrow him.
Area General Manager
It was a pleasure touching base with you last week - I truly appreciate your continued guidance with the PDQ STEPS program. After one year of implementation, it is great to see the positive impact the program has accomplished at the Park Plaza hotel.
I think it goes without saying that all guests appreciate a clean room - I can confidently say that our room cleanliness has improved while utilizing the STEPS process. Standardization is clearly driving this favorable change. Rooms are cleaned with the same reliable, repeatable, method. The improved cleanliness has not gone unnoticed by our valued guests.
During the implementation of the STEPS program, our staff really appreciated your hands-on approach – Your expertise in the housekeeping operation was evident. I know our staff was a little reluctant to try the new process, but soon they realized the STEPS method dramatically reduced daily effort, increased speed, and improved cleanliness. Some of our staff, with years and years of experience, could not recall any formal housekeeping training. The engagement and focus on the housekeeping staff was very welcomed.
Having the STEPS training materials available to our management staff has improved our onboarding of new employees. Through the STEPS process, new employees are quickly integrated into their roles and are able to produce reliable results. What could be better?
As a direct result of using the program, the cost savings are evident. Comparing our current productivity versus the pre-STEPS baseline, the STEPS process works. For that, our operation continues to thrive.
I know all of us at the hotel support the process and would highly recommend to others. We are looking forward to continuing our partnership and experiencing the great results that come from the program.
GM - Bloomington, MN
I would like to thank you for implementing STEPS at our property this week. The Director was very professional and really connected with our housekeeping staff. I felt he was very patient with our team. He answered all of their questions and addressed their concerns. Surprisingly our room attendants took to using his time and energy saving techniques very quickly. I was very impressed with how he had them implementing the “stayover room” protocol quickly and effectively. In just 2 short days we have seen an improvement in the team’s productivity. I look forward to further development of our room attendants and the labor saving it will bring.
I could not have been more satisfied with PDQ’s service excellence. The training delivered was very well received by all the staff and management who attended and all the housekeepers were very impressed with the level of the training and the 10-step program. As you are aware, my Housekeeping team is quite a challenge with a strong union, but your team members were the perfect trainers, showing patience and resolve.
There is no doubt that the 10-step process implemented has already positively affected our Medallia scores and guests satisfaction. I cannot wait for anyone from PDQ to come back for a follow up training or inspection. You have made me a believer that no matter how bad the situation is, PDQ can and will make a positive difference.
So from my entire team, Thank you very much for all you have done already and I am looking forward to a long partnership with PDQ.
I want to share how professional your director was during the roll out of the program at my property. He quickly assessed areas of opportunity and shared the potential areas of greater success. He had an easy and supportive approach with the team and kept them motivated for success. He was also very good about checking in with me throughout the day and apprising me of the status of the training and areas of success and opportunity. He is an asset and a positive representative of your company.
There were some challenges we faced internally to begin with. I wasn’t able to engage at the level I had hoped during each roll-out. Still, at this stage we’re starting to see results and the turnover seems to be relatively low and now over with.
You have a great service, Duane. I hope you’re keeping busy and continuing to do great work in the hospitality industry worldwide!
HOTEL SERVICES GROUP, LLC
We had our QA inspection a little over a week ago. We scored very well in our rooms. No cleanliness issues in the guestroom or the bathroom. Our SALT scores have improved for the month, as well.
Hilton Beach Resort, SC
The numbers are promising. It sounds to me that GM& GSM are on the right track with this. Productivity to-date at .30 over-all and a great improvement in departure productivity.
Katya, Regional Director
Regional Director, FL
I have really appreciated the guidance, insight, experience and leadership with the room attendants of the PDQ Director. As we have talked, the Room Attendants also appreciated his consistency and knowledge brought to the table. The majority of our improvements to quality and efficiency comes from the team’s commitment to STEPS in an ongoing basis; driving it home.
Judy Orlando - GM
We are excited to see the positive movement in quality and productivity. Hope all is well with you. Guestroom cleanliness at 9.18 and bathroom cleanliness at 9.22, pacing above brand average!
Elizabeth - DOH
The STEPS program by PDQ has excellent procedures as far as how to clean rooms efficiently and cleaning in a safe manner. The 10-STEPS system for departures and the 3-STEP cleaning for Stayover rooms is very useful and provide a good standard for training future housekeepers. The team has adapted well to the process and are earning their incentives and our productivity is improving.
Megan -Housekeeping Manager,
Fairfield Inn & Suites, FL
Once again, thank you for your comments and observations. I have learned a lot more about cleaning rooms and productivity, and I am positive about the momentum STEPS has created. The team is back on track, today I inspected some room attendants, and I can see they all have taken up new routines from the training.
Director of Operations, Germany
I would like to thank you again for all your efforts during this week of PDQ implementation. As an example of your professionalism and capacity of convincing our team members, let me inform you that this Saturday one room attendant has managed to do her first 25 stayover rooms. The training examples, stories and techniques will last for a long time in our daily practices.
Thank you very much for all this new energy for our housekeeping department,
General Manager, France
It has been a revelation, not just another ‘how to be productive’ training session, but how to clean efficiently and more effectively in both time and effort. Also, we love the “identifying guests” requirements and needs. I cannot wait to see the increase in comments and Salt scores. The stayovers have become ‘guests’ rather than ‘rooms’ to be cleaned.
Should anyone need convincing of the benefits of the STEPS program, please have them contact me.
Hotel Manager, UK
We are finally getting into a rhythm with assigning rooms and the RA’s feeling comfortable in doing the new processes. There hasn’t been any push back at all. We have seen great improvement from when you first came to us, but like anything else, there is always room for more.
Our productivity is getting better and our Medallia scores are increasing. The staff is taking the program well.
We are doing fine my friend, ladies are performing better. Our average guest scores went up by over a point, to 9.6. Thank you for all your help, I really learned a lot during your visit.
Residence Inn, Washington DC
The RA'S are doing well, the training went real good. I have seen a difference and so have our guests. The guests keep me informed about the things they see changing… all for the better!
General Manager, GA
I attended the session “departure’ in Spanish with the ladies this afternoon at Park Plaza and really enjoyed the amazing lively “hands on” presentation with true life/experience examples which make it trustworthy for the ladies. The ladies opened greatly to your team and I was excited to see the dynamism within our diverse group.
I am glad I attended first-hand the STEPS Cleaning Process (Preparation – Quality & Presentation) with the ladies as I felt important to listen to what was said but also see the ladies questions and positive reactions. Huge focus on housekeeping efficiencies and ergonomic techniques were demonstrated successfully during the session.
All STEPS were demonstrated in a guest room after the meeting format with all ladies. Looking forward to see GREAT results all next year in this area!
Corporate Director of Operations,
Managed Hotels, Americas
The Rezidor Hotel Group
As we went live today at the Hampton Inn I am excited for this program and the opportunity for my housekeeping staff. It is nice that the program is growing the way it is and I have been very eager to share my knowledge with my staff.
The PDQ Director has done a great job in teaching us the STEPS and how much more beneficial this program is, not just for the extra incentive but for the room attendants themselves. He has taken a lot of time in one on one training with the room attendants. I cannot express to you how fantastic the skills training is coupled with the safety is such an important piece of the process. This process is the most innovative system I have seen and the skill of your Directors is amazing.
I would like to thank the whole PDQ program as it is a great program, I am lost without it and I am excited to see my staff take this new change and take full advantage of all that it has to offer.
Thank You Again
Hampton Inn, MI
I would like to share that I had recent privilege to work to implement NEXT STEPS at both my properties. Your PDQ Director made this program rollout one of the best things we encountered during that time. His professionalism, appearance, and relations to my team went above and beyond anything anyone could ask or expect from a trainer. He truly fit in as though he was a leader of the hotel team itself, and made my team feel at ease, especially the ones that were somewhat apprehensive to change.
We often hear the complaints about things, and not enough about the good. I can tell you that everything about PDQ, and how passionate the director is about his job/company, is a great thing for your company.
I look forward to working with him more, and appreciate all the support your group is giving me and my hotels to set us up for success in the program too.
Darrin - Dual General Manager
The STEPS program is now in place at the Marriott Brownsville and training is now in progress at the hotel in Harlingen. I think this is an excellent training program and that Hector is an awesome and very motivating trainer! This program will truly open up our eyes to ensure our guests have a much better experience at all of our properties and will save our owners money while guiding our associates in the right direction. The training that every housekeeping associate received has really gotten them all excited. Thanks for our strong partnership!
Jeffrey - Area General Manager
As we are wrapping up our training today, I must reach out and thank you for our trainer. He was perfect for us! He is engaging with the team and fit right in – we actually don’t want to see him go – he’s become part of our team in four short days! His understanding of the processes, training skills, encouragement and demeanor made all the difference. Our team embraced him and the program. Thank you again for flexing the traditional roll out of your program to accommodate our specialized property. We are gaining the efficiencies we have been looking for and will be able to report significant results from the efforts spent this week.
Alyson – General Manager
I just wanted to send you a quick note on the visit to the hotel to conduct PDQ’s consultation and training. I found it to be tremendously insightful, and having never gone through the training myself, am excited at the possibilities we have to improve productivity and guest satisfaction. Also, the room attendants seem to really grasp the concepts introduced during the training and look forward to working smarter, more efficiently and with better quality results. I can’t say enough good things about your Director and his training. Thank you for allowing us to have him as such a great resource.
Eric - General Manager