Top GMs from across Hilton discuss how they use recognition to motivate their team, improve performance, and address business objectives. Watch video.


Meet Your DoubleTree by Hilton MAKE IT RIGHT Winners!

“Head Chef Sayan is a real star! An Indian couple came to the reception desk and asked for curry takeaway phone numbers, as they had not found anything Indian on hotel restaurant menu. Reception gave a call to kitchen and asked Sayan about some nice curry dish. He came immediately to the main lobby to greet the guests and find out their preferences. Shortly after that, couple was enjoying their delicious dinner from our charming Head Chef! His Can Do attitude is exemplary and his culinary skills are splendid!” —  Sayan Bandyopadhyaay, DoubleTree by Hilton Hotel Aberdeen City Centre

“Chef went off property to purchase the ingredients for a cherry pie to ensure a Diamond guest would have it available for dessert. Thank you, Chef, for going out of your way to make it right so our valuable guests feel appreciated!” — Charlie Connell, DoubleTree by Hilton Hotel Sacramento

“Lizeth and Laura are great assets to our company because of their everyday actions. This morning, our guest was able to change his room from a smoking to a non-smoking. When the reservation made, it was only for smoking. The hotel was sold out and they went out of their way to satisfy our loyal customer with this request. Outstanding service!!! Bravo for them!!!!!” —Lizeth Esquivel & Laura Luna, DoubleTree Suites by Hilton Hotel Saltillo

“A guest realized he had left his personal pillow in the room and drove 20 miles back to the hotel to pick it up. It looked exactly like the hotel’s pillows, so Tequilla didn’t know it was his. When the guest returned, Tequilla went through all of the pillows in the rooms and then had to go through piles of linen to retrieve the pillowcase. She truly went above and beyond to ‘Make it Right’ for the guest, who was very grateful for her assistance.” — Tequilla Horry, DoubleTree Suites by Hilton Hotel Raleigh – Durham

“Damir demonstrated the power of ‘Make It Right’ by pro-actively resolving guest disappointment in the restaurant. By showing that he really cares, the guest awarded 9/10 SALT Scores despite encountering a problem. Well done!” — Damir Huber, F&B Service Manager, DoubleTree by Hilton Hotel Zagreb

“A group booked a conference for 40 people for the 5th/6th June. On the morning of the 5th June, we had 50 people. By lunchtime, we had 64. He treated us with so much patience and understanding and without irritation. We were not easy, but his support and willingness to assist made it OK. For this reason, I regard you as the best conference experience ever. I do these often and will be back.” — Aymarel Matsoumbou, DoubleTree by Hilton Hotel Cape Town – Upper Eastside


“One of our guests’ Assistant Housekeeper said that they did not receive 2 bottles of water in their room. Even though this was their 2nd night with us and we provide water only on the night of arrival, Linda apologized and delivered additional bottles of water. That’s when she learned that the guest’s remote control wasn’t working and that their son wasn’t feeling well. Linda jumped into action and Made it Right. First, she notified the front desk. Joel our Concierge delivered a new remote control immediately. Then Linda contacted the kitchen to have broth brought up to the sick child. Sergio, Kitchen Supervisor dropped everything and made the broth. When our Food & Beverage Manager, Peter, delivered the broth, the guest commented that she felt like she was being treated like royalty! We are proud of Linda for taking the steps to Make it Right, and for the Joel, Sergio and Peter for jumping in to action to support her!” — Linda Rohde, DoubleTree Beach Resort by Hilton Hotel Tampa Bay – North Redington Beach

“Beverly noticed a customer had problems entering their room, as the keys did not work… Beverly followed the proper procedure and called the desk to verify the customer was registered to that room, and gained access for the customer. She went to the desk to get the customer’s keys “‘rekeyed’ and in an effort to ‘Make it Right,’ Beverly put a tin of Doubletree Cookies in the guest’s room. Good job, Beverly!!” —  Beverly Williams, DoubleTree Club by Hilton Hotel Buffalo Downtown

“Jack found an open window on a Benz. There was a bag, which contained a lot of valuable stuff. He informed the GSM and kept things safe at front desk. The guest picked things up gratefully.” — Jack Zhang, DoubleTree by Hilton Hotel Wuxi

“From a guest: ‘I left my contact lens solution at home and forgot to bring it along on this trip with me. When I found out, it was around 11:30 P.M.. I went to a 7-11 on my own, but was unable to find any contact les solution. When I informed Edward and Jan, they offered to contact pharmacies and shops to help me find the solution, and even they went out at around midnight to buy the solution and deliver it to my room. Their efforts are greatly appreciated!” —  Edward Zhu, DoubleTree by Hilton Hotel Guangzhou

Posted on Sep 14, 2014

Topic(s): Recent Recognition Ideas

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