At Homewood Suites Yuma, we placed an “OPOG” board on the GM’s door, allowing ALL associates to share their personal experiences with guests. Each week, we ask associates to write down their personal OPOG endeavors, share the stories with the staff, then place them in box and draw winners. Prizes include gift certificates, candy, gas cards and more. It is nice to see associates give each other praise and kudos, as well as hearing them share stories about how they’ve gone out of their way to make the guest experience more enjoyable and memorable. One example is, upon cleaning a room, we noticed the guest had receipts all over the room. We went to the dollar store, purchased a receipt organizer and placed it in the room. The guest was so appreciative, that he left the housekeeper a $30 tip!
Recognizing associates who go out of their way, creates a contagious culture of going above and beyond. It also produces ideas that can be used on a daily basis to increase the value of our property. We understand how the “little things” can make the biggest difference, and work towards making these little things a part of our everyday efforts.
Posted on May 26, 2011