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


Making a Personal Connection – One Guest at a Time.

Kelly Hasle,
Embassy Suites San Diego Bay – Downtown, CA

It may seem overwhelming to make a personal connection with every guest so once a week pick one guest that you truly get to know. Ask them their name, where they are from, if they have stayed here before, and if they have any plans during their stay. Then when you see them in the hotel later, and you will, call them by name and ask them how their stay or plans are going. If you think you can remember multiple details then do this with a few guests. Just think if every team member in the hotel does the same thing then each guest should have a personal connection with the staff and this hotel . . . which can only translate to higher salt scores. We will give the guests the personal service and care that they have become to expect from Embassy Suites and that they deserve!

Posted on Apr 6, 2010

Topic(s): Mastering CRM - Guest Recognition, Recent Recognition Ideas

Moderator says

Nice idea.

Commented on April 6, 2010

Ramona Vazquez says

We have a Managers reception every Tuesday.Our Sales Director gets in touch with some of the local restaurant in our area, They supply a couple of their favorite dishes, in return we suggest these restaurants to our guest we get a chance to socialize with them in a more relaxed setting. we’re getting such a great response from all our guest it’s amazing. This is an AHHH moment , If you want more details please feel free to contact me.

P.S. Our front desk staff is also included as well as the Managers.


Ramona Vazquez
General Manager

Commented on April 13, 2010

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