Volume 3, Edition 7, July 2007
Bridgeport’s Microtel Inn & Suites at Charles Pointe is 15th in the nation and first in West Virginia, according to the company’s 2006 report of product quality and service. The report compares evaluations performed twice annually on all 255 Microtels nationwide.
James A. Corton, managing partner of Genesis Partners, which manages Charles Pointe, said that the results are amazing, but not surprising. “We hire the best hospitality professionals to ensure that every experience is an excellent one for our business and leisure travelers,” he said. “We’re very pleased that this nationwide study shows that our Microtel Inn and Suites is in the top 6 percent for quality and service.”
The report is developed from information provided by “mystery shoppers,” who provide an overall assessment of the hotel’s accommodations and service from the perspective of a guest. Observations and experiences are assessed from the moment the reservation is made, through the pre-arrival and check-in phases, during the entire period of the stay at the hotel, and even includes the checkout experience.
According to Microtel, the replacement of a “traditional quality assurance checklist” with a use-friendly, guest-oriented questionnaire that allows a “mystery shopper” to anonymously evaluate the execution of service, standards, amenities, staff interactions and product presentation levels from a guest perspective, is progressive and revealing. In addition to answering standard questions, the shopper also provides comments that support and highlight the highs and lows of individual experiences.
“Mystery shopper evaluations provide owners and hotel staff with real-time information, and with quantifiable and objective data,” said Gabe Fiest, general manager of the Charles Pointe Microtel Inn and Suites. “Each Microtel hotel in the country is evaluated twice a year, and the results are published. The entire process helps the individual hotels learn from the experiences of the guests, which is the most important perspective.”
The Microtel Inn & Suites at Charles Pointe received an overall score of 96.06 percent, and received a score of 100 percent in the areas of housekeeping, safety and security. “We strive to make every Charles Pointe experience a quality experience,” Corton said. “For our Microtel guests to acknowledge our high level of service and quality is a tribute to our commitment.”
For more information on the Microtel Inn & Suits at Charles Pointe in Bridgeport, please call 808-2000 or visit microtelinn.com.