LET’S TALK ABOUT RECOGNITION

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

SUBMIT AN IDEA!

The Recognition Game = CRM Scorecard Improvement.

Trish Kootstra,
Embassy Suites Chicago – Schaumburg/Woodfield, IL

The recognition game is held once a quarter this involves our front desk staff and the CRM Scorecard. We started by taking down our ranking at the beginning of the year.

The goal of course is to be in the top 10 on the scorecard or maybe even number 1 on this list. Our goals as a team needs to be attainable. This score card is based on 4 questions that we feel are a very important part of our front desk.
1. Recognized as a returned guest.
2. Use of Name.
3. Staff made me feel welcome.
4. Quality of pre-arrival/arrival.

At this time we would like to offer you an incentive/recognition based on this CRM Scorecard:
1st Level – Move our ranking from 121 to under 100 and receive $25.00 per quarter per person.
2nd Level – Move our ranking to 75 down to 51 and receive $50.00 per quarter per person.
3rd Level – Move our ranking to 50-11 and receive $100.00 per quarter per person.
4th Level – Move our ranking to the TOP 10 and receive $250.00 per quarter per person.

If we do not improve from quarter to quarter we will continue to pay out at that same level deducting 50% except if in the top 10 then we will continue to pay out the top 10 amount.

By the second quarter we went from a ranking of 121 to 65!!!!! The GM passed out the checks!!!!

Posted on Dec 21, 2009

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

Vince DiFonzo says

Thanks for sharing this best practice. I think this is a great incentive. Congratulations on your accomplishment.

Commented on February 24, 2010

VIKKI JACKSON says

EXCELLENT!!! WE SHOULD ALL USE THIS AND BE IN THE TOP 10!
THANK YOU FOR SHARING….

Commented on February 25, 2010

Pharon Moore says

Very good incentive idea.

Commented on February 26, 2010

Yolanda says

Trish, great incentive program. Gives me something to think about as to how we can implement something similar at our property.
Congratulations to you and your team on your accomplishments.

Commented on March 23, 2010

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