The General Manager at DoubleTree by Hilton Binghamton definitely cares more about getting his bonus more than the guests. As an employee who worked there with a very clean file and had promotions, raises and good reviews, who got fired after requesting clean linens for guests, this was made very clear.
Housekeepers, who still are employed at this hotel, do not have enough linens to do their job. Laundry can not turn over what is needed for the next day, and in turn housekeepers secretly leave soiled linens on beds and remake the beds so the housekeeping inspectors cant tell. Pictures tell a thousand words...
As Executive housekeeper, Many times we caught this and wrote the individual up and changed the sheets. While doing so, the general manager was made very aware of what was happening. He flat out refused to buy the hilton linens until after the new year, stating "an unexpected bill" came up. Hmmm, another ex-employee suing them for discrimination or the GM's bonus?
After giving the GM the inventory requested with pricing for the needed linens, the GM then refused to answer several emails asking if they could be purchased and always said he was "busy" and could not meet to discuss. In a final attempt to recieve what was not only needed, but required by Hilton, this is the email that was sent and the owners facilities manager was attached... (names will be removed)
START EMAIL
I have been asking since October 22, When (Hilton inspector) came and alerted to the expiring linens due to Hilton's standards, about purchasing the rest of our linen inventory. Since then I have asked either in person or in email several times about ordering linens. The concrete answer was "not before the end of the year."
Now that we hit a new year, we are finding our inventory extremely short and noticed an increase in staining and discards since the requested inventory, given December 19th, due to changes in the water reacting with laundry chemicals. With hours are being brought into question, I have been requesting permission to purchase the new linens again, especially with a 10 week turn around time once ordered for some pieces.
I do honestly believe that this is a large reason we go way over time in rooms. I have mentioned on several occasions that we are left waiting for linens to be cleaned. I have mentioned 3 times in the last week alone via email that we need to look at this situation and have not received any response at all. I also mentioned in one to (Assistant General Manager) that what I have been finding as standard is 3x Par.
To be sure, I looked on OnQ insider to see what Hilton says. They are adamant that 3x be maintained and even list consequences of dropping bellow that amount, all of which are what we are experiencing.
They request carts be stocked and ready so the HKers don't waste time doing this. We can not do this because of our shortages, which results in approx 30 min wasted time of girls fetching carts, waiting for the elevator, stocking and going back to their floors.
They also mention how it affects every department. Front desk having to explain why rooms are not ready for guests upon check in, Extended work schedules and overtime in Laundry and Housekeeping, Maintenance having to spend more time maintaining machines and keeping boilers running longer to heat water, severe wash cycles, harsher washing and chemicals needed, all resulting in linens that are worn down much faster with no rest time. It even mentions hoarding of textiles by housekeepers due to them wanting to get the job done but not having the resources, something we have struggled to put an end to.
Hilton's expectations on loss for linen is approx. 15%-25% with pool towels at 50% for a 6 month period of time with 3x PAR, giving linen time between uses/ washing's. We are still using mainly Riverwalk linen which has got to be at least 1 yr old since we switched over in May. This means some of the Hilton approved items ordered are (as we have seen lately) reaching the end of their life as well.
I hate to keep bringing this up, but with this kind of order time on some textiles, we will not even receive those in until the end of March if I were to order those items tomorrow. This will result in a major point deduction in our next visit because we were told to make sure we have all new linens when (Hilton inspector) returns since our contract extended our old ones only until Dec 31st 2013.
I am positive that this will continue affecting the room times as well, or if not, stained duvets will continually be left on the beds and guests will complain resulting in possible refunds, lower SALT scores and discontent between departments believing we are not trying to do the job correctly.
Please keep in mind i stretched for the 2xPAR on the price list I submitted last week, and even went down to 1.5 x PAR on the duvets. Since we never purchased all of the Hilton linen during renovation, is it possible to put this under renovation costs?
I am attaching the document I have reviewed from OnQ which highlights many of the items in this email. Mainly I have highlighted items on page 138 and 139.
Im not sure where to go next because I don't want to order without approval, but I don't feel like we can realistically make many if any of the goals set forth without totally burning out staff that we have worked hard to build a team with, as shown the last couple weeks.
END EMAIL
The response from the Facilities Manager was positive. Commending the attempt to get what we needed done. 2 minutes later however, was fired by the General Manager with no reason given and papers sent to home simply said "discharge"
Retaliation? I think so...