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


Incentivizing Our Front Desk Team and Driving Up Guest Satisfaction.

Every month, we run a Front Desk Incentive. We choose a SALT score that we feel we can most impact that month. Whether it be “Use of Name,” “Helpfulness of Desk Staff,” “Problem Resolution” or “Speed and Efficiency of Check In.” For example, Helpfulness of Front Desk, if we end the month with a score of 78% or better, we will offer $1 for every 9/10 received during the course of that month. For 85% or better we will offer $2 for every 9/10 received. This allows us to stress the importance of the Front Office Scores, while empowering and incentivizing our team. For the past 3 months we have seen a consistent increase in the Front Office and Problem Resolution Scores. We’ve climbed from 80th up into the 20’s out of 227 Doubletree!

Posted on Feb 26, 2010

Topic(s): Recent Recognition Ideas, SALT Boosting Ideas

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