Hoagland Properties received the Florence Area Chamber of Commerce’s Siuslaw Award for excellence in customer service.
“This validates everything we do, everything we represent. It is a reflection of the hard work of our dedicated staff. Our management take pride in their work and strive daily to care for our guests. We want them to return to Florence again and again,” said Hoagland Properties president Craig Sanders.
Outstanding Customer Service
“Our outstanding customer service has increased overnight stays for new and repeat customers. We bring more people to the Florence area for longer periods of time. As a result, our online rankings for both The Old Town Inn and The River House Inn have improved. So much in fact that we gained two coveted awards from TripAdvisor,” Sanders explained.
“Old Town Inn earned the #11 ranking on TripAdvisor’s ‘2015 Traveler’s Choice 25 Best Bargain Hotels in the US.’ The River House Inn won TripAdvisor’s 2015 Hall of Fame Award for earning TripAdvisor’s Certificate of Excellence for five years. Both of these prestigious designations are based on customer reviews. They have brought more customers and attention to Florence as a result,” he added.
Care & Attention to Detail
Their constant care and attention to detail and investment in continual improvements and maintenance help them. Along with their very competitive pricing, the two inns have won local recognition. The Inns are known as two of the area’s favorite overnight accommodations out-of-town guests.
Sanders said hotel guests are among the most demanding of all customer types. That’s why their mission statement is to “exceed customer expectations with a spotless, reasonably-priced, well-appointed room and exceptional customer service.”
Sanders asks employees to read some their competitors’ negative online reviews, then roll-play these scenarios and discuss what to do if faced with that particular situation. Staff also hold competitions for the cleanest rooms and quickest turn-arounds, and are rewarded for positive feedback on guest comment cards and online reviews. Managers will not release a room for use until they personally inspect it thoroughly, even to the extent of getting down on their hands and knees with a flashlight to check under beds and chairs, and behind dressers and armoires.
“Great customer service also means having staff serve like a big-time hotel concierge, recommending places to eat, shop, and things to do while in Florence,” explains Sanders. “They print maps, menus, and tide charts; make restaurant reservations; coordinate dune buggy, horseback, or airplane rides; and organize golf foursomes. Staff stay up-to-date on all the great stops for families or business travelers on the coast, and will research anything, down to what each local restaurant has on special each evening. Guests mention these services in online reviews.”