Hilton Sanya Resort & Spa, China
Housekeeping is devoted to recognizing Team Members, especially those who “made the guest feel welcome”. We nominate four attendants in our monthly communication meetings who are appraised by the guests or supervisors. We prepare gifts to inspire them and to encourage them to continuously providing guests excellent services.
Anne, who gave an elderly guest a really memorable experience when she cleaned room for the guest. The elderly guest asked for a Sanya Famous Scenic Map. While our resort did not have them in store, Anne went beyond her duty and bought the book with extensive maps in it by herself after work, and gave to the guest the next day. The guest was really impressed and stated that they would come back to stay with us again and again. Our attendant just made them feel “home” away from their home and created them with great Hilton Moment.
Anne was nominated the Team Member of Housekeeping department and was eventually been elected as the Team Member of the that month of the resort.
Posted on Jan 6, 2010