In our Service Training, there is a section that describes helping a guest with basic items that they need (glasses repair kits, toiletry bag etc). It is called “As If By Magic”. Our hotel is using this theme for an entire rollout on improved customer service.
The leadership team is dressing up as a magic act, giving away magic toys (from the dollar store), and reviewing different ways we can be magical in our lives both at the hotel and away from it. We have purchased a magic wand and it floats weekly from team member to team member for “magic well done”. I will be able to report out on how much it improves our SALT by September.
Posted on Jul 29, 2010