Front Desk Representative, Malvern, PA - January 4, 2015
Ah, the Desmond Great Valley. A hotel that struggles to provide you the best guest experience possible, and that can be interpreted either way.
Despite an extremely dedicated staff and an award winning dinning menu and banquet facility, The Desmond remains heavily burdened with outdated themes and a problematic infrastructure. The modern traveler, for example, would expect an upscale hotel room to include a refrigerator in every room. Not the case. Compact fridges are in limited quantity and only available upon request, even in an upgraded room. Wi-fi is free but terribly unreliable and insecure. Most guests who rely on uninterrupted internet access discovered they made a terrible and costly assumption. Other than refrigerators and wi-fi, complaints were frequent about faulty shower-heads, poor AC/heat, and NOISE.
The noise most often came from rowdy wedding guests who partied well into the night or from unsupervised children and/or teenagers of traveling sports teams. Staff had very little control over these two major group types, and would readily apologize for the disruption, but the reality is that these two groups provided the most business for the hotel, so it was common to have between 2-6 major wedding/sports groups booked at one time, which led to more noise. The wealthy business traveler, the type of guest the hotel desperately needs, would never return after a restless night of never ending slamming doors and people yelling.
FROM A STAFF PERSPECTIVE:
-good place to work if you need hospitality experience
CONS/ red flags:
-many staff college students or people who didn't live on own or have to pay rent because you can't make a living doing this
-very little training
-upper management and sales reps. pretended not to know you
-work all weekends and holidays unless you're lucky
-overtime rare, "full-time" 36 hours or less
-half of supervisors showed up late to their shift or proved incapable during stressful situations
-your next week's work schedule not available until one week or less before the start of the week. Forget about making plans outside of work.
-workers wearing a suit told to perform outside landscaping work in July?????????????
-in-house departments not getting along well with each
-management with a never ending "just get it done we'll talk later" approach
-you don't have a job title, you just do what ever you're told
-evening workers who didn't get home until 12:30am expected back to work at 7am, with less than 8 hours notice
-you were weird if you didn't smoke cigarettes