front desk agent

housekeeper

night auditor

front desk clerk/night auditor

hotel housekeeper

Quality Inn and Suites

Pay & benefits
My pay and benefits at Quality Inn and Suites are non existent!!!!

Job security and advancement
In terms of job security at Quality Inn and Suites, I think you only have job security if you are up the butt of management but if not they fire you for not working off the clock.

Management
In general, managers at Quality Inn and Suites could be amazing but the general manager is the devil and manipulative.

Culture
Collaboration with my colleagues at Quality Inn and Suites is amazing until you meet the general manager.

Overall
My experience working at Quality Inn and Suites is literally the worst job I have ever had. My heart is literally broken after hiring an entire staff they all were screwed over for hours and pay. The general manager is living there for free in the presidential sweet right across the hall from the “maintenance man” that lives there free as well but doesn’t even work. Her brother lives on the second floor of B wing which is shut completely down because of “maintenance issues” but in reality it is because there is not enough towels or sheets. There is LITERALLY enough blankets and blanket covers for the three hall ways they have open.....shouldn’t there be enough while those get washed?? Yes there should be but there isn’t so they NEVER! Get washed. People are sleeping in the same blankets others have and this is for months before they are washed. I was overworked and took the position temporarily BUT she wanted to replace me due to me not kissing her a**. Do not work here, you will end up getting pricked by a drug needle and by the general manager!!!! I had things stolen from me but it didn’t matter to her until she had only $25 stolen from her. I gave her the perfect housekeeping staff!! Sales went up and she got cocky and took credit yet it was me and my housekeeping staff!!!! After all this she has people work off the clock, refuses to help get anyone a raise and get this....she changes hours!!!!!! If you have any overtime at all she will change your hours and take you for granted!!! Both head housekeeper and assistant worked constantly!!!!! She will check guests into dirty rooms and blame me!!!! She will overwork you until you can’t remember your own name and blame it all on you! I worked constantly and even went in there on days off!!!!! There’s a lot of issues but the last one I will address is they lie!!!! The pool is not open and the pool is NOT closed due to Covid it has been broken 3 years, Covid is an excuse for them to lie!!!! Long review yes but I have a family and my friends that were affected by this!!!! They need to be shut down permanently and also need the general manager to go to jail!!!!

The same shareholder/owner also owns this hotel. 

       When I first clock in I communicate with the previous shift letting them walk me through any issues they were having, if there were any. Other than that I would proceed to print out all my pre-audit reports, credit card reports, and direct billing reports. Then I would count the cash drawer with the person I am relieving to make sure all exchange of money has been passed to my shift properly. We both check if there will be any shortages and overages. Then if there are no mistakes, and I have no one to check-in I can proceed to balance out all the accounts and make sure all numbers matched up before I send the information online to the company banks. Then I would close out the night audit, and switch all our computer system dates to the next daily operations. 

       I learned to be patient when things get too hectic, and todo one thing at a time. I have learned that I can perform well during  fast-pace environment. I have learned how todo deal with all sorts of customers either on the phone or in person. I have  answered phone calls while working on the computers. I have sent and received faxes. I have learned how to make adjustments even with sensitive data that had to deal with our guests’ credit cards. I have learned how to troubleshoot, and make necessary adjustments to ensure the next daily operations run smooth. 

       Our management team did well when I was there. For the most part, we had a good working environment. We worked well together when we did have to work side-by-side. Communication was the key factor in how we have jelled well with our management. 

       Things seemed to run as smooth as it could be with my other co-workers. Some of them spoke differently languages so it was fun learning how to say good morning or good night in their native tongue. I worked with Albanians, Arabic, African-American, Chaldean, Egyptian, Jordanian, Polish, and I was the only Filipino-American. 

       The most difficult part of the job was having to deal with distressed passengers or flight crew from the airport because they have missed their flight, or our shuttle driver may have arrived to pick them up late. It is all understandable though; traveling is always stressful. Plans do get messed up at times. 

       The most enjoyable part of the job is meeting new people, especially the happy ones going on their vacations. Finishing my audit at a timely manner was enjoyable because it gave me a feeling of accomplishment every morning.

This company at first came off to me as a great middle of the road company that would allow me to advance and give me experience in the hospitality field, as well as respect, train and help there employees succeed. I learned that couldn't be further then the truth within my first week. The team consists of 4 family members and the other 2 who aren't basically are so they don't want you there if yiu want to try and make things better and advsnce the team. Im very talented and have skills in helping teams as well as making things easier but anytime id try to get involved and advsnce they would figure out a way to change the plan for the time being. They state its a open door policy and that everyone is held to the same rules and standards and will be punished for failure to do so the same, not true any members of the family show up whenever they want up to a hr late gor there shift i showed up a couple times 5-7 min late and got reprimanded and written up and when I asked why that hadn't happened with the individuals who were even later I was told theres Lee way on being late as it happens which makes no sense at all. I went to the Gm due to a major problem with a fellow employee who was harassing me, felt threatened by my talent so he constantly tried to get under my skin and belittle me to try and get me to quit which I won't and they supposedly accidentally leaked and sent my email to that individual which caused a bigger problem. They messed my payroll up now a total of 4 times one being after my probation review which raised my hourly rate to normal instead of probationary and stated it would start on the first week of the month well when they didn't enter it even though I had in writing start date they said our mistake we will judt put it on the next check or one after that which was the same case when they tried to short me 8 hrs, they should have fixed it and cut a check in the few business says to follow overall a mess and terrible place to work. They do not offer benefits,sick time etc they did offer holiday pay but before holidays started they canceled the benefits stating hotel wasn't bringing in enough money. 

Owners tend to over do their micro-management while still ignoring larger problems in the workplace, like leaky pipes in the kitchen areas, etc. Thankfully, while I worked here, they had a security guard at night so there was more than one person on duty for those 8 hours, but the assistant manager was incredibly rude to both customers and employees which made work harder for fellow employees in both a coworker-management arena as well as in the clerk-guest capacity as the other desk clerks would have to apologize and try to correct any hard feelings caused by the assistant manager's condescending attitude. Assistant manager was also well known for asking all employees with lower workplace status for money loans, new-hires included, and more often than not did not pay them back! Very unprofessional atmosphere to work in, and unless you work in housekeeping there is no room for promotion. Management also commonly did not pay attention to information relayed by night shift, and frequently would attempt to blame night shift for mistakes made on other shifts. If you work here, make sure to keep records of your work (like I did) or you will get into lots of trouble you didn't cause! Also beware if you have medical complications, management tends not to be helpful in emergency situations. I seldom called out of work for illness (MAYBE once every two months if I was feeling exceptionally ill) but when I was informed that I would need emergency abdominal surgery at 3pm and contacted management to let them know, they would not find some way to cover my evening shift which started at 11pm. In the end three of my coworkers that had heard the situation banded together to cover my 8 hour shift, splitting it between themselves so that I didn't have to come in that night.
However, raises did occur more frequently than one would expect at a hotel, the owners are very generous to their employees and very kind and approachable. Summer and holiday parties were not uncommon for workers and their families, hosted by the owners!

A typical day at the Quality Inn & Suites started at 6:00am. I would relieve the night auditor. First we would communicate any issues or situations from overnight and I would count the cash drawer to make sure I was starting my shift at the correct amount. Once confirmed I would open my shift in the computer system, Choice Advantage. There was a multitude of morning paperwork that needed to be done by 8:00am, so that was started right away. That included all shift prep paperwork as well as housekeeping's paperwork and room assignments. Throughout the entire shift I had to multitask checking out guests, checking in guests, keeping up with housekeeping, answering phones, preparing for new guest arrival by pre-making key packs and printing arrival paperwork. As well as cleaning, assisting with breakfast, and anywhere else I am needed- including management/assistant management assistance. I learned quite a bit working in this hotel. It is where I fell in love with the hotel/hospitality industry. I love that each day is something new, there is always someone new to meet and a new story to hear. While there are always small -and even sometimes big- issues in hotels, or any job for that matter, I learned quickly -and excelled in the fact- that a calm attitude, a smile, and willingness to listen and atleast attempt to correct the situation will go a long way with a guest/client/etc. This job gave me the opportunity to grow within the industry. About 5 months into this job, I was hired for a part time position in their sales department, which ultimately led to a full time position in that department. The staff at the Quality Inn & Suites were all very close. We were like a big family. My first manager once told me "When someone asks me how many room I have in my home, I always answer 118. Because this place is my home" and I couldn't have put it into better words. It really does feel that way. During my employment as a front desk agent, our staff underwent a general management change. That was the most difficult part of the job. The two managers were like night and day. While both still great in their own ways. It took alot of adjusting, but I enjoyed learning from both parties. This

After I clocked in for work at 11:00P.M., the first task I did was signing in on the Choice Hotels employee website. I viewed their database to see which reservations were checked in and ones that should be checking in before 2:00 A.M. At 2:00 A.M. I did the audit and verified the information through the company's website. The receipts, and money if cash was used to purchase the rooms for the night, were sealed in an envelope and put in the manager's office. Various amounts of bookwork were required depending on the type of reservations and payment method. At 3:00 A.M. I made new coffee that went in the lobby. At around 4:00 A.M. I'd do a walk-by of all the rooms and prepare the breakfast by getting ice from the ice machines(it was needed for the eggs). Because we had a construction work group staying, I'd have breakfast ready by 5:00 A.M. most of the time. Wake up calls were done by a machine. My shift ended at 8:00 A.M. General rules for checking in customers was to always welcome them when they walk through the door and be courteous to everyone. Telling them when breakfast was available, and the checkout time. After 5 minutes I would give a call to the room to check if everything was satisfactory to the customer. Same rules of friendliness applied when checking a customer out in the morning and always thanking them for choosing Quality Inn. Management seemed unorganized sometimes. When the ice machines at Quality Inn failed, customers were recommended to go to Steeplechase Inn right next to it. It was the same property but that was more bothersome to the customers and the machines at Quality Inn weren't fixed for a long time.
I didn't have any co-workers during 3rd shift because management was trying to save costs.
Some days you couldn't adequately prepare the breakfast, checkout guests, and answer calls at the same time without any help. That was definitely the most difficult part of the job. Computer failure happened sometimes and audits were done later than usual during some of those occasions.
The best part of the job was the walk-by so I could stretch my legs.

Front Desk: 
I would arrive to work at either 3 or 4pm and work until 11 pm. When I first get there I would catch up with the person what I am relieving to find out what happened during their shift. I would then count the money drawer, while they recorded to make sure that it was accurate fr my shift. Once that person left, I would check the guest that were due to arrive and any special requests that they may have so tha ti could adhere to them. Then I would walk the property and tidy up the laundry room and front office. Then I would check in guest who began to arrive or offer services to those who walk in. I would answer the phone and assist any guest that were in house or persons calling for information. This would be for the remainder of my shift. When it was time, I would gather my paperwork which included all money made during my shifts (cash, credit cards, direct bill) and sign off. If there was any cash taken, I would drop that amount into the safe to be deposited by my GM, then I would close out my shift.

Housekeeping:
Arrive at either 8 or 9 am. Clock in and then get my clipboard with my assigned rooms. I would then go to the storage room and get a cart and head over to the laundry facility and begin stocking my cart with sheet bundles and towels needed to replace the dirty ones in teh guest rooms. I would then go to the rooms which guests had checked out of and completely strip the room of dirty linen and begin cleaning that room. Keeping track as I went along. For those people who were staying over, if it was the 3 day, I would change their sheets and tidy up their room as well. Once I am done, I would check on other housekeepers to see if they needed any help before heading home. If they did I would assist them, if not I would head home for the day.

Management- GM was only available for 5 hours a day (9 am-2 pm) so any calls or guests needing to speak to GM before or after that have to be told to come back, AGM completely useless and would hide out in her office not taking any transferred calls not fixing issues and blaming employees when she decided to come out for 2 seconds, front desk manager personally told me she disliked the job and would often gossip and complain about other employees including upper level management, front desk supervisor promoted from front desk agent within 3 months of working there with no previous experience and may times asked me how to do multiple things due to not being familiar enough with the system.

Scheduling- Was trash. I was very clear during my interview which days I could and could not work, they couldn't care less and scheduled me whenever they felt like it, usually only scheduling me 2 days a week. They 100% played favorites when it came to scheduling and asking for days off giving the other employees extra days they could not work simply because the favorites didn't want to work certain days. You can tell this company is trash because they couldn't keep an employee for longer than 2 months, hence the extremely bad job at scheduling. (only had 3 employees for front desk not including management)

Guests- Were extremely rude and entitled every.single.day. And since there was absolutely no management during afternoons you were left to deal with all the problems alone. 

Benefits- NONE. Like, actually, nothing. The only thing they ever did to even remotely show they appreciated their employees was if they received a name mention and only on the online website, the reward? A $10 Starbucks gift card ._. They couldn't even afford to give me the $1 promised raise after the 3 month probational period because they were so broke, like...??

A typical day at work:

You clock in, you grab your clipboard with room assignments, you clean your rooms, if you finish early it is expected that you assist other housekeepers but half the staff doesn’t care and just leaves, and refuses to take on extra tasks. 

what you believe you learned due to this experience: 

I learned that working in a cheap, two star hotel, right off the highway is not the best place to work, or spend the night, too many low income people with terrible hygiene and living habits stay here and make a terrible mess of the rooms, too many drug addicts stay in these types of places too, too much police activity and over all too many shady and suspicious people, not a comfortable or safe place to work. Very unsettling. 

management:

Lovely person but he doesn’t rule with an iron fist as often as he should. Therefore housekeepers do what they want and there never seems to be any consequences. 

workplace culture:

We don’t work as a team here, half the staff in constantly picking up the other half’s slack. Frustrating, annoying, irritating, generally unhappy place to work.

the hardest part of the job,

Not having a team, not having people working with you with the same professionalism and goals, not having all of the equipment and supplies necessary to get the job done. Vacuums are constantly going missing, there aren’t enough comforters or blankets or coverlets. Very ridiculous. 

the most enjoyable part of the job:

Working by myself the majority of the time, I like being alone. 

I was in Sales until the new Front Desk "Manager" came and convinced the new owners they didn't need me in Sales any more, and that he could handle everything else that I did alone.  Then managed to get me off of the front desk and put into housekeeping.  Also managed to get them to only give me 2 days a week of work and took my pay down by $3/hr.  I practically begged for more hours and was told no every time.  It was a very stressful and hostile environment.
  The management hovers over your shoulder and doesn't think anything is good enough.  Pay is not worth the amount of work they expect you to do.  My co-workers were treated badly and unfairly.  All benefits got taken away.  My self and other co-workers worked there for almost 10 years and got treated like we didn't know anything about what we were doing, yet the new owners were the one's that had never owned a hotel before.  And in 2 years that they have now owned it the only thing they did is make the rooms look better.  They treatment of employees is still the same, for example: no heat for the housekeepers, heaters have been broken for years now and nothing is being done to help them.
  I was told that I was not a hard worker, yet was always the one that everyone called if there was a problem that couldn't be fixed.  Yet they praise the people that are stealing from them and give them more money and more power even thought there has been proof.  
  The sales department has to work with no supplies.  There is no compensation for sales people such as: mileage, work vehicle, maintenance on personal vehicle usage, meals for client meetings, etc.  
  I used to love this hotel and hoped to see it flourish once again, but it does not seem like that will happen with it's current state.

Top Job Titles	Average Salary
Front desk agent 408 salaries reported	$12.93 per hour
Housekeeper 399 salaries reported	$12.40 per hour
Night auditor 134 salaries reported	$13.79 per hour
Front desk clerk/night auditor 74 salaries reported	$12.19 per hour
Hotel housekeeper 80 salaries reported	$12.87 per hour

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