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Rising Together –
Leadership in Every Stay



Integrity | Accountability | Empathy | Passion

NOW AVAILABLE on WEST Edge. https://rriwest.bizlibrary.com

Check out the updated version of the Linen Inventory Tracker.

The Excel spreadsheet has been formatted with monthly tabs to track linen inventory on-hand, what’s in lock up, what has been ordered and what are your losses.

What is the purpose of tracking inventory?


Inventory tracking can provide you with data on how much inventory you have on-hand, the status of your inventory (damaged or backordered) and can help deter theft.

By effectively managing your inventory you can have the right products in the right quantity on hand and avoid products being out of stock and funds being tied up in excess stock.

The general purpose of this management tool is to keep an inventory of linen supply on hand as well as track "discards" (referred to as losses for the purposed of this form). Losses may be items that are re-utilized as housekeeping wiping cloths, pool towels, maintenance drop cloths etc. or simply thrown away. Losses also include any theft from the property. The main purpose of this form is to identify theft so that it may be kept to a minimum as well as ensuring that L.T.O.S. is managed and useable guest ready linen is not discarded.


What are some ways to better manage my inventory?


Be well organized

  • Having a clean and well-maintained storage area can avoid products from getting damaged. This will also help you understand the level of inventory you have on property to avoid ordering too much or not enough. Label shelves properly, even empty shelves, with what should be put there in the future. Those designations can always be changed if needed, but you don’t want things ending up where they shouldn’t be, just because an employee thought a certain space was freely available.

Proper labeling

  • Inventory labeling goes hand in hand with inventory organization. Good inventory labeling will help with finding the right product/material. Each item needs to be properly named and marked with details which fully describe the item as well as any special considerations (e.g., expiration dates).


First In / First Out – FIFO Method

  • Following the FIFO method will avoid using any expired products (e.g., food items) and bad reviews or surveys that it may cause do a guest receive an expired product.


Track your inventory levels at all time

  • Creating a standardized perpetual tracker when you remove a product/material from storage will help monitor the frequency and usage as well as deter any theft.


Limit access to inventory

  • An easy safeguard for managing inventory is to limit the number of employees who have access to product/material. This will make it easier to manage the tracker, reduce errors and implementing change when needed.


Fine-tune your forecasting

  • Accurate forecasting is vital. Watching the demand such as events, promotions, predicted growth in the market should be part of your projected calculations when tracking inventory and before placing an order.


Loss of linen and terry

  • Linen and terry can get damaged and stained over time or by guest. If you are seeing a higher-than-normal level of linen being damage, check your chemicals. Ecolab representatives can inspect the machines to verify the laundry chemistry is correct and maintain pumping equipment.

  • You may also have more stains due to the limited service that stayover guest is receiving. Even though we are only providing service once a week, we need to make sure we are getting their terry and linen weekly. If a guest doesn’t want service, we should still be exchanging towels and/or linen.

See Full Memo and How to process each adjustment in the below attachment.


What is a Rate Adjustment?

A rate adjustment is when you need to make a correction to 100 Room Charges in RediStay.


Why would I need to make a Rate Adjustment?

You would only reverse top line room revenue when you have incorrectly billed the guest at a higher rate than quoted, as this is revenue you were not due. A few examples of reversing 100 Room Charges would be an OTA reservation where you changed room types and RediStay defaulted to a higher rate. When a guest has a VP negotiated rate with your hotel and was billed at a higher BAR rate. Or a sleeper room which means a guest checked out prior day and was not check out in RediStay, causing it to post revenue which we are not entitled too when the audit runs.


What is a Hospitality Adjustment?

A hospitality adjustment is for any guest that experiences a problem during their stay, and it has been determined that the guest is due a partial or full discount for the prior night’s stay to make things right with the guest. Examples of a 932 HOSP ADJUSTMENT would be: Checked into dirty room, room not cleaned on service date no hot water, maintenance issue etc. This is revenue we should have collected but due to a failure on us was not able to provide an excellent guest experience and offering compensation to the guest to make right for them.



Online reviews are critical to the success of our business, with 93% of consumers saying online reviews impact their purchasing decisions, and that the minimum rating they will engage with is 3.3 stars. Surveys show 77% of consumers have access to Google on their smartphones. Responding to Google online reviews is another critical piece in not only building a positive online presence, but also in encouraging other consumers to leave their feedback and engage with your hotel.


Managing Positive Reviews

Responding to positive reviews is just as important as responding to negative reviews. However, many businesses wonder why.


Why respond to a good review?

If a good customer leaves a glowing five-star review, it can’t get any better than that, right? Actually, it can. Responding to a positive review is an easy way to engage with happy customers that benefits both our brand identity, and your one-to-one relationship with that customer. Remember, online reviews and review sites are public, so the positive conversations that happen about our brand here can do wonders for your hotel!

  • Actively creating, and engaging with, positive online conversations about our brand and the local community can encourage others to participate in that conversation, and generate more buzz and visibility for your hotel

  • It affects search rankings. By replying properly, you can improve the SEO (Search Engine Optimization) ranking of the review, and help the review show up in search results for a business


How to respond to a positive review (4 steps)

  • Step 1: Thank the customer for the positive review and be specific.

    • Ensure the reviewer knows a real person is behind your reply by thanking them for something specific they said. “Thanks for leaving a review and mentioning our front desk associate Jodi. You’re right, she is always smiling!"

  • Step 2: Use the business name and keywords in your review response to the good review.

    • Using the business name, category and location in your response will help the positive review appear in search results. “The team here at Red Roof Inn is thrilled to hear such good feedback, and we’re proud to be one of the cleanest hotels in Framingham."

  • Step 3: Add a little marketing to your review response.

    • Your reply is public and will be read by others, including future customers, so throw in some marketing! Mention a behind-the-scenes reason they had a great experience, or a new feature or promotion. “Did you know RediAccess gives our RediRewards members free access to thousands of money savings discounts not available to the public?”

  • Step 4: Invite customer to do something in your response.

    • Ask the customer to return, use another service or spread the word. “Next time you’re in the area, you should mention COLUMBUS promo code for a discount!” “We hope to see you again soon and tell a friend!”


Managing Negative Reviews

Negative reviews can be crippling to your hotel, especially if you have few reviews to begin with. Even worse, Negative reviews that go un-responded to. Don't let those online wounds fester! Dealing with negative reviews doesn't have to be hard, and it can even be leveraged as a marketing and branding opportunity.


Why respond to a negative review?

Unfortunately, you can’t just ignore a bad review until it goes away. In fact, ignoring an unpleasant review can make things worse!

  • You're not just replying to just the one reviewer. You're speaking to everyone who reads this review, including potential future customers.

  • Replying is your opportunity to make things right. If a customer brought a complaint to you in person, you would try to make it right. The same goes for online reviews—despite the impersonal nature of online reviews, it’s not over just yet. You can turn this thing around!

  • Replying shows other readers, you are not shady or neglectful to feedback, and have taken steps to ensure this problem won't happen to the next customer.


How to respond to a negative review (4 Steps)

  • Step 1: Apologize and sympathize in your response to the negative review.

    • Acknowledge the customer’s concerns. Even if they are unfounded, show sympathy that they had a bad experience. “I’m sorry to hear about your bad experience.”

  • Step 2: Insert a little marketing in your response to the bad review.

    • Explain what your customers usually experience. “We’re normally known for our exceptional attention to detail, and we regret that we missed the mark.”

  • Step 3: Move the conversation offline.

    • Provide contact info with someone at your hotel so they can discuss the problem in person. “My name is Jennifer and I am the General Manager. I would love to discuss this further, please contact me at [phone number / email].”

  • Step 4: Keep your response simple, short and sweet.

    • Don't go into too much detail or ask any questions. This will prevent saying something that might cause the upset customer to add more negative feedback by replying to the review. Three sentences for your whole reply is a good rule of thumb.

  • Bonus: Don't include our business name or relevant search keywords. You don’t want this review showing up in search results!

It is important as a company to ensure we respond to all reviews in a professional and personal manner.


Online reviews help our business increase visibility through improved local search rankings, influence purchase decisions, and provide valuable feedback that helps us improve day-to-day operations.


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