Food for thought for innkeepers - too complex?

from Thinkdaily.com
Complexity is killing your company.
Pretend this were true. What parts are too complicated?
What would you change to simplify it?

When we took over, each room had a different set of sheets that 'matched' the room. Now the queens are white sheets and the kings are beige.
We also got rid of 'shoulder season.' We have two rates. Busy season and not busy season.
The PO had the rates changing on the "third Saturday in April," Or the "second Monday after Labor Day."
No. We change on the first of November and May. Done.

I need a remote control with just 5 buttons. ON/OFF, channel up, channel down, volume up, volume down. And an instruction card that says "Please just hit channel up until you find something interesting to watch.... or the time changes and new shows come on and you have to do it again.
Complexity... the reason that I'm giving up grapefruit segments. But I did find a new way to do my infusions today using sous-vide, which should simplify things. Just put it in there for a few hours at the right temp and no watching anything cook.

Generic said:

I need a remote control with just 5 buttons. ON/OFF, channel up, channel down, volume up, volume down. And an instruction card that says "Please just hit channel up until you find something interesting to watch.... or the time changes and new shows come on and you have to do it again.
Complexity... the reason that I'm giving up grapefruit segments. But I did find a new way to do my infusions today using sous-vide, which should simplify things. Just put it in there for a few hours at the right temp and no watching anything cook..

Click to expand...

Generic said:

Complexity... the reason that I'm giving up grapefruit segments.

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Now that is a great quote. I think this is the same reason they invented seedless watermelon. But sometimes complexity it good, just not when it affects operations.

We now only take a $100 deposit regardless of length of stay. So much easier to remember.
It was too complex taking the full amount for a single night and some different amount for multiple nights.
And now there's no tax to refund if we keep the deposit for a no show. And it's always the same refund amount.

Stopped asking about what foods guests can't eat and only ask what they are allergic to.

Morticia said:

Stopped asking about what foods guests can't eat and only ask what they are allergic to..

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Morticia said:

Stopped asking about what foods guests can't eat and only ask what they are allergic to.

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TheBeachHouse said:

When we took over, each room had a different set of sheets that 'matched' the room. Now the queens are white sheets and the kings are beige.
We also got rid of 'shoulder season.' We have two rates. Busy season and not busy season.
The PO had the rates changing on the "third Saturday in April," Or the "second Monday after Labor Day."
No. We change on the first of November and May. Done..

Click to expand...

Just did the rate increase. Kicks in May 1

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes.

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

You know if there are two of you then there may be two opinions.

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Oh ain't that the truth every day of the week!
For me the simplest route to do anything is to ask Gomez - what's the easiest way for you to do this? It's taken me 20+ years to realize. It's hard to accept, no doubt, but the day is easier for me if it's easier for him.
I realize I do make the door code harder for ME (because I am the door code programmer) but it is oddly easier for him for me to do it this way - your phone number. That's it. Yes, I spend 30 seconds programming everyday, but I write it down on the reg form, he recites it to the guest, they look amazed and they remember it.
No more asking us for paper to write it down, no more taking the reg form because it has the code written on it. Or, for groups, it's 9999.

I think every new thing we add that is not complementary to something we are already doing, adds complexity.
If you add shower caps to the list of amenities, it's not as hard as the first time you added all the amenities to the bathroom, but it is one more thing to forget.
If something isn't a natural addition it can add complexity.

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

My friends just make the code their 4 digit phone number
who can't remember that? Don't answer that

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

Drives me mad! we have a MASSIVE sign saying please let hotel staff deal with incoming guests which has slowed it down somewhat - trouble is we have a plane glass front door and plane glass back door and you can see people at both from the lounge so as soon as they see them they can't stop themselves!

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes.

Click to expand...

At anytime during the argument did you really think your husband had a chance at winning the argument? Of course not! I have been married almost 17 years and I have taken all kinds of different angles to try and win. There is no path to winning an argument.

Hillbilly said:

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes.

Click to expand...

At anytime during the argument did you really think your husband had a chance at winning the argument? Of course not! I have been married almost 17 years and I have taken all kinds of different angles to try and win. There is no path to winning an argument.
.

Click to expand...

Hillbilly said:

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes.

Click to expand...

At anytime during the argument did you really think your husband had a chance at winning the argument? Of course not! I have been married almost 17 years and I have taken all kinds of different angles to try and win. There is no path to winning an argument.

Click to expand...

13th year of B&B operations and he does win, he has won.

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).

Click to expand...

I generally have the door to the office open so I hear these conversations:
New guest: Hi! We're checking in.
Guest who opened the door: I'm not the owner. They're around somewhere. I guess they'll come soon.
And then the guest who opened the door walks away and leaves the new guest standing there wondering what to do.
I want the UPS guy to ask them to sign for something one day. Or the Jehovahs to start preaching. Or the school kids try to sell them something.
Sometimes I'm not around so I don't hear the doorbell I just find people wandering thru the house.

Morticia said:

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).

Click to expand...

I generally have the door to the office open so I hear these conversations:
New guest: Hi! We're checking in.
Guest who opened the door: I'm not the owner. They're around somewhere. I guess they'll come soon.
And then the guest who opened the door walks away and leaves the new guest standing there wondering what to do.
I want the UPS guy to ask them to sign for something one day. Or the Jehovahs to start preaching. Or the school kids try to sell them something.
Sometimes I'm not around so I don't hear the doorbell I just find people wandering thru the house.
.

Click to expand...

Where is your Keep Door CLOSED & LOCKED Sign??

JBloggs said:

Hillbilly said:

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes.

Click to expand...

At anytime during the argument did you really think your husband had a chance at winning the argument? Of course not! I have been married almost 17 years and I have taken all kinds of different angles to try and win. There is no path to winning an argument.
.

Click to expand...

Hillbilly said:

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes.

Click to expand...

At anytime during the argument did you really think your husband had a chance at winning the argument? Of course not! I have been married almost 17 years and I have taken all kinds of different angles to try and win. There is no path to winning an argument.

Click to expand...

13th year of B&B operations and he does win, he has won.
.

Click to expand...

I need to talk with him and learn his techniques. Haha

EmptyNest said:

Morticia said:

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).

Click to expand...

I generally have the door to the office open so I hear these conversations:
New guest: Hi! We're checking in.
Guest who opened the door: I'm not the owner. They're around somewhere. I guess they'll come soon.
And then the guest who opened the door walks away and leaves the new guest standing there wondering what to do.
I want the UPS guy to ask them to sign for something one day. Or the Jehovahs to start preaching. Or the school kids try to sell them something.
Sometimes I'm not around so I don't hear the doorbell I just find people wandering thru the house.
.

Click to expand...

Where is your Keep Door CLOSED & LOCKED Sign??
.

Click to expand...

EmptyNest said:

Where is your Keep Door CLOSED & LOCKED Sign??

Click to expand...

I don't start putting up signs until we hit peak season. Those seem to be the folks who need the reminders. Right now it's pretty much all repeats and they know the drill.
They'll even mention it when I come out to answer the door - I know! I'm not supposed to open the door! But I feel really badly standing here with them looking at me...
So then I tell the new guests it's my job to answer the door, not them.

Hillbilly said:

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes..

Click to expand...

JBloggs said:

You know if there are two of you then there may be two opinions. Here is something "simply" I say. We have a whole house front door code. DH makes it difficult if he changes it, I want it simple. Difficult = leaving the front door open, forgetting it and ringing the bell at all hours of the nights, and often. Simple = they remember it and are happy with it.
It really does nothing for security, this evening alone guests opened the door to other guests three times, at check in and then they walked in and stared at the guests (as they assumed they were the hosts).
I did win this battle though, the code changes again to a simple 5050 or easy peasy code on Sunday, no more 2437 type codes.

Click to expand...

At anytime during the argument did you really think your husband had a chance at winning the argument? Of course not! I have been married almost 17 years and I have taken all kinds of different angles to try and win. There is no path to winning an argument.
.

Click to expand...

Himself learned manipulate/I-am-the-victim at his mother's knee. Unless it is something REALLY important (like creating a bathroom which took 10 years and him backing himself into a corner to happen), I do not waste the effort because I cannot win. No one has told him NO since he was 12 years old (polio) and he is not willing to hear it from me. I won bathrooms and king bed and queen beds - not bad for the last 20 years. He gave me West Virginia so he gave me the world, and in a way he IS right.