Employees Help DoubleTree Recover from Data Feed Loss

In the middle of the night last month, the DoubleTree by Hilton New York Times Square West’s fiber telecommunications network crashed, shutting down its television, internet, telephones and property management system. It was the kind of unexpected emergency that can give any general manager nightmares.

Compounding the crisis, the 621-room property was sold out the following night, including a single booking for 270 rooms.

“Thankfully, we train our leadership and rank-and-file teams in anticipation of such a crisis and that planning helped save the day in a true team effort,” said Margarita Garcia, general manager.

While a vendor’s emergency crews worked to repair the damage, DoubleTree associates labored through the night to ensure the PMS functioned manually. Housekeepers worked without housekeeping boards to prepare rooms for arriving guests.

When guests began showing up, staff members escorted them to their rooms, since the front desk couldn’t generate room keys electronically. Hot beverages and snacks were served to help ease everyone’s frustrations. All hotel functions were restored by 10 p.m.

“A special thanks to the general managers of nearby M&R hotels who sent associates to assist their DoubleTree colleagues in their time of need,” said Margarita. “It’s a true example of teamwork.”