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Adding Some “Magic” to Our Service Training.

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

Topic(s): Recent Recognition Ideas, SALT Boosting Ideas

Phillippe Dewes says

Just so you know there is a whole department that is actually called MAGIC (Managing all guest incoming calls) it has been around for 6 years now here in the UK it started here in the Metropole and slowly it has worked its way around the world and now have about 10 Hiltons with this concept i dont have a magic wand though 😉

Commented on September 8, 2010

Sam McKay says

Here are a few pics of our roll out.
[img]https://recroom.hilton-recognition.com/wp-content/upload/2296_Sam and Cheryl.jpg[/img]
[img]https://recroom.hilton-recognition.com/wp-content/upload/5043_Housekeeping Magic.jpg[/img]

Commented on September 13, 2010

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