“Get Your Name Out There!”
To help increase our “Cared For Me + Helpfulness of Front Desk” SALT, we have begun tracking the number of guest mentions recieved for front office employees who are identified by name by our guests.
When interacting with a guest we are encouraged to make our names known and offer ourselves for assistance with any needs while the guest is with us. This simple guesture helps to personalize the stay for a guest that may otherwise feel lost in the shuffle of our big box hotel. To help make this possible, we have Hilton business cards with a signature line that Guest Service Agents can sign and use to present to guests for any assistance while staying with us.
The amount of postive guest mentions have increased since we have started promoting this effort. The mentions may come from Trip Advisor, SALT surveys, written letter, and email. Each postive mention is congratulated in a departmental email and a certificate is presented on our PILLARS + VALUES board. At the end of the month, the team member with the most postitive mentions wins an award.
Posted on Mar 20, 2013