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Using a Game Show to Build SALT Awareness.

Nancy Wilson,
Hilton Garden Inn West Edmonton, AB

I found at our hotel, our Team Members were scared of “SALT” and thought it was a BAD WORD. So, I took some time and Googled the meaning of SALT: where it originated from, the slang used, some neat foods, and educated everyone on the fact that it is just a word and just ONE way we’re measured. They really didn’t know the importance of it and what it means to the hotel.

The only way to show them (and new Team Members) was to educate them. So we had a game show, “So You Want to Be a SALT Star?” We used the theme music from “Who Wants to Be a Millionaire?” My GM dressed up in a shiny coat, and I dressed up in a large saltshaker costume we just happened to find at a dollar store. We had the lights shining, questions on the board—and a Team Member picked out of the audience. They could use their three lifelines if they got stumped on a question, and at the end of the game, they won the board version of the game show.

We found that a lot of our Team Members did not understand or know a lot of the questions. And if they don’t know, they certainly cannot be accountable. The team had a lot of fun, and now they’re knowledge of the subject.

salt-o

Posted on Sep 1, 2009

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

Moderator says

What a great way to educate the team about SALT. We love the pictures of the SALT Shaker costume!

Commented on September 1, 2009

Angela Caldwell says

That’s our General Manager, David Wei, dressed in the SALT Shaker costume.

Commented on September 4, 2009

Heshamrizk says

Housekeeping supervisors and room attendant has to talk to max. guest in the floor about their satisfaction.

Commented on September 27, 2009

bob says

Love it!!!

Commented on October 12, 2009

Alexandra Miles says

Im curious to know what questions you asked. This is something that I would love to do with the staff! 🙂

Commented on October 30, 2009

Nancy Wilson says

We made up questions based on Brand Standards – such as:
SALT HUDDLE QUESTIONS:

1. WHAT DOES “SALT” MEAN?

– Satisfaction and loyalty total
– Support and loyalty tracking
– Satisfaction and loyalty tracking
– Satisfaction and loyalty tips

2. WHO IS RESPONSIBLE TO USE THE GUESTS NAMES WHILE THEY ARE STAYING WITH US IN THE HOTEL?

– David Wei and Nancy Wilson
– The front desk staff
– Managers & Supervisors
– All team members

3. WHAT DOES “CRM” STAND FOR?

– Caring Really Matters
– Customer Really Mean
– Customer Really Matters
– Create Room Management

4. WHAT DOES “QA” STAND FOR?

– Queen Accomplished
– Quality Assurance
– Quit Asking
– Quick Acceptance

5. WHAT ARE THE 4 CATEGORIES WE ARE GRADED ON DURING OUR QA VISITS?

– Condition, Cleanliness, Brand Standards & Catch Me at My Best
– Cleanliness, Brand Standards, Catch Me at My Best & SALT
– Condition, Cleanliness, Brand Standards & SALT
– Condition, Cleanliness, SALT & Catch Me at My Best

7. OUTSTANDING, ACCEPTABLE AND UNACCEPTABLE ARE DEFINITIONS OF:

– The 3 Tier Grading Systems for Brand Standards
– The 3 Ways We Receive Gold Stars as Employees
– THE 3 WORDS TO DESCRIBE GUEST SATISFACTION The 3 Words to Describe Guest Satisfaction
– Just 3 Words

8. WHAT IS THE BRAND STANDARD FOR OVERALL COMBINED SCORE FOR HILTON GARDEN INNS?

– 75.5
– 70
– 70.5
– 71
– Isn’t one — fluctuates on # of surveys

9. WHAT ARE THE TOP SCORES WE WANT TO GET IN SALT SURVEYS FROM OUR GUESTS?

– 5 Gold Stars
– 10 Gold Stars
– OVER 10
– 9 & 10’S

10. WHO IS RESPONSIBLE FOR THE CLEANLINESS OF THE HOTEL?

– Housekeeping
– Front Desk
– Chito
– Everyone

11. WHAT HAPPENS TO A HOTEL OWNERSHIP GROUP IF IT HAS 3 OR MORE NON-COMPLIANT GRADED BRAND STANDARDS ON 2 CONSECUTIVE QA VISITS?

– It will be considered in the red zone and the owner will be in default of owners agreement.
– The hotel could lose the Hilton flag.
– We could lose business
– We could all lose our jobs
– All of the above.

Commented on October 30, 2009

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