I arrived at my home for the week, the Iberostar Rose Hall Beach shortly after 2:00 P.M. (cst). I soon learn that the resort is really a three resort complex made up of three Iberostar hotels: The Rose Hall Beach, the Rose Hall Suites, and the Rose Hall Grand. I suspect that Americans are as familiar with Iberostar properties as they are many other resort companies. At least I know I was not. In fact, I can’t say that I ever even heard of them until winning a drawing they had at the Miami Home Based Travel Agent Show a year ago. I knew then I was going to learn firsthand about them.
I need to say a great big “Thank you” to Iberostar Hotels for our complimentary stay at this property. It was a welcome and needed break as well as a terrific learning experience. As regards amenities it was everything it was advertised to be.
After a good breakfast buffet a customer service representatives for one of the hotels met me in the lobby of the Iberostar Rose Hall Suites Resort and served as my guide as I toured all three properties.
After introductions and small talk I shared with my "tour Guide" that my major interest were, “What differentiates these three properties from each other?” and “Why should a potential guest choose Iberostar over the many competing properties at Montego Bay?”
The first question was answered by the tour of the property and the explanations of the Customer Service rep showing me around the property. I learned that the major difference between the three properties is level of amenities. There are other differences but this is the major one. The Iberostar Rose Hall Grand is a truly all-inclusive property. Once you have booked into this resort there are very few things for which there is a charge and these are things that are fee based at all the properties including competitors. A free fully stocked mini bar, free in room WiFi, 24-hour room service etc. Booking this hotel gives you access to both of the other two property’s amenities at no charge. Additionally this is a “no children” adults only property. So, if privacy and quiet are important then this may be your Jamaican Iberostar resort of choice.
The Iberostar Rose Hall Suites is just that, all-suites. The amenities are similar to those of the Iberostar Rose Hall Beach property. In fact the only real difference is that it is all-suites. It shares a security feature with the Grand in that it has a process that records and lets you know before you enter your room whether anyone has been in the room in the previous 15 minutes. Also this property includes spirit shots in the mini-bars.
That brings me to my home for the week the Iberostar at Rose Hall Beach. Don’t let the name fool you, all three of these properties are on the beach and have infinity pools. While the Grand has a Greco-Roman motif and the Suites is post modern, the Beach is very Spanish and probably best reflects the culture of the parent company, Iberostar. The amenities are adequate for this to be a five-star hotel. However, I personally would rate it closer to a four than a five when compared to what the other two properties offer.
The atmosphere of this hotel is more relaxed and the staff openly interacts with the guests. You get a real feel for Jamaican friendliness at this property. However, while mini bar is complimentary it only includes beer, soft drinks and water. No hard liquor except by purchase. The lobby bar is also complimentary. However, the liquors stocked are not what we would call “high” end brands as they are in the Grand.
Unfortunately I never got an answer to the second question. I was hoping someone would say, “Why it is obvious, it is the level of our customer service.” But they didn’t. In fact, when I said, “Look every resort in Montego Bay has wonderfully appointed rooms, beautifully landscaped grounds, plenty to eat and drink, beaches, pools, water activities and the like. What does this Iberostar Property offer that sets them apart and above the competition?” When front line staff cannot answer this question I have to assume it is either because upper management has formulated an answer or middle management has not implemented it. My experience tells me that no one in upper management has developed an answer to this question and that, no doubt, is because it is not a major part of their business model. And that to me is almost inconceivable for folks in the hospitality industry.
My experience with the Resort's front line staff was that they are capable and willing to offer service at the highest levels - they just need to know how and they need the support of hotel management. Cruise lines discovered this years ago as have most of the top hotels hence they provide training for their front line staff in both how to do their jobs and how to provide excellent customer service. Again, I do not know this to be the case but it sure appears to be.
An example of what I am speaking about: Because of a power outage a couple was trapped in an elevator in a little traveled portion of the property. This was an especially frightening experience because the emergency lights in the elevator did not work. As a consequence the on duty customer service employee notified the couple they would be receiving a bottle of champagne in their room. A few days later when asked about the champagne by the rep they replied, "What champagne, it never arrived."
Now I could stop there and talk about a lot of things regarding failure of the staff to carry out the request and they would all be applicable. However, being an old wily dog I new from the look on the customer service rep's face that there was something else going on. They never spoke a word but I intuitively knew hat it was not a failure of the front line staff. No this was a mid-management created issue.
Like I said, I'm a wily old dog who has been around a lot of years and most of those years involved reading people. Here's what my experience told me: A manager of some kind (probably customer service) decided that a bottle of champagne was too much for the inconvenience that the guest had experienced and simply cancelled the champagne. They did not investigate the incident; they did not tell the rep; nor did they notify the guest. All evidence of incompetence in the customer service arena. Reminds me of the old proverb that says, "For want of a nail a shoe was lost; For want of a shoe a horse was lost; For want of a horse a rider was lost; For want of a rider a battle was lost; For want of a battle a kingdom was lost. All for the want of a horseshoe nail" One can only wonder how many potential paying guests will be lost for want of an inexpensive bottle of champagne.
Now, because I always like to end on a positive note, I must reiterate that the hotel was well appointed, the food was above average, the location was wonderful, the grounds were immaculate and the front line staff were friendly, helpful and upbeat. These all make this hotel a great family vacation spot. I would certainly visit the Iberostar Rose Hall Beach again and will without a doubt recommend it to clients for whom it is a good and affordable fit.
I need to say a great big “Thank you” to Iberostar Hotels for our complimentary stay at this property. It was a welcome and needed break as well as a terrific learning experience. As regards amenities it was everything it was advertised to be.
After a good breakfast buffet a customer service representatives for one of the hotels met me in the lobby of the Iberostar Rose Hall Suites Resort and served as my guide as I toured all three properties.
After introductions and small talk I shared with my "tour Guide" that my major interest were, “What differentiates these three properties from each other?” and “Why should a potential guest choose Iberostar over the many competing properties at Montego Bay?”
The first question was answered by the tour of the property and the explanations of the Customer Service rep showing me around the property. I learned that the major difference between the three properties is level of amenities. There are other differences but this is the major one. The Iberostar Rose Hall Grand is a truly all-inclusive property. Once you have booked into this resort there are very few things for which there is a charge and these are things that are fee based at all the properties including competitors. A free fully stocked mini bar, free in room WiFi, 24-hour room service etc. Booking this hotel gives you access to both of the other two property’s amenities at no charge. Additionally this is a “no children” adults only property. So, if privacy and quiet are important then this may be your Jamaican Iberostar resort of choice.
The Iberostar Rose Hall Suites is just that, all-suites. The amenities are similar to those of the Iberostar Rose Hall Beach property. In fact the only real difference is that it is all-suites. It shares a security feature with the Grand in that it has a process that records and lets you know before you enter your room whether anyone has been in the room in the previous 15 minutes. Also this property includes spirit shots in the mini-bars.
That brings me to my home for the week the Iberostar at Rose Hall Beach. Don’t let the name fool you, all three of these properties are on the beach and have infinity pools. While the Grand has a Greco-Roman motif and the Suites is post modern, the Beach is very Spanish and probably best reflects the culture of the parent company, Iberostar. The amenities are adequate for this to be a five-star hotel. However, I personally would rate it closer to a four than a five when compared to what the other two properties offer.
The atmosphere of this hotel is more relaxed and the staff openly interacts with the guests. You get a real feel for Jamaican friendliness at this property. However, while mini bar is complimentary it only includes beer, soft drinks and water. No hard liquor except by purchase. The lobby bar is also complimentary. However, the liquors stocked are not what we would call “high” end brands as they are in the Grand.
Unfortunately I never got an answer to the second question. I was hoping someone would say, “Why it is obvious, it is the level of our customer service.” But they didn’t. In fact, when I said, “Look every resort in Montego Bay has wonderfully appointed rooms, beautifully landscaped grounds, plenty to eat and drink, beaches, pools, water activities and the like. What does this Iberostar Property offer that sets them apart and above the competition?” When front line staff cannot answer this question I have to assume it is either because upper management has formulated an answer or middle management has not implemented it. My experience tells me that no one in upper management has developed an answer to this question and that, no doubt, is because it is not a major part of their business model. And that to me is almost inconceivable for folks in the hospitality industry.
My experience with the Resort's front line staff was that they are capable and willing to offer service at the highest levels - they just need to know how and they need the support of hotel management. Cruise lines discovered this years ago as have most of the top hotels hence they provide training for their front line staff in both how to do their jobs and how to provide excellent customer service. Again, I do not know this to be the case but it sure appears to be.
An example of what I am speaking about: Because of a power outage a couple was trapped in an elevator in a little traveled portion of the property. This was an especially frightening experience because the emergency lights in the elevator did not work. As a consequence the on duty customer service employee notified the couple they would be receiving a bottle of champagne in their room. A few days later when asked about the champagne by the rep they replied, "What champagne, it never arrived."
Now I could stop there and talk about a lot of things regarding failure of the staff to carry out the request and they would all be applicable. However, being an old wily dog I new from the look on the customer service rep's face that there was something else going on. They never spoke a word but I intuitively knew hat it was not a failure of the front line staff. No this was a mid-management created issue.
Like I said, I'm a wily old dog who has been around a lot of years and most of those years involved reading people. Here's what my experience told me: A manager of some kind (probably customer service) decided that a bottle of champagne was too much for the inconvenience that the guest had experienced and simply cancelled the champagne. They did not investigate the incident; they did not tell the rep; nor did they notify the guest. All evidence of incompetence in the customer service arena. Reminds me of the old proverb that says, "For want of a nail a shoe was lost; For want of a shoe a horse was lost; For want of a horse a rider was lost; For want of a rider a battle was lost; For want of a battle a kingdom was lost. All for the want of a horseshoe nail" One can only wonder how many potential paying guests will be lost for want of an inexpensive bottle of champagne.
Now, because I always like to end on a positive note, I must reiterate that the hotel was well appointed, the food was above average, the location was wonderful, the grounds were immaculate and the front line staff were friendly, helpful and upbeat. These all make this hotel a great family vacation spot. I would certainly visit the Iberostar Rose Hall Beach again and will without a doubt recommend it to clients for whom it is a good and affordable fit.
Watch for more in the next few days.
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