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!

“Say My Name” Incentive at Hilton Norfolk Airport,

Every time a guest mentions the associates name on a SALT survey they receive a $15 gift card to their favorite store or you can choose a store to make it easier Walmart, Target etc. This is not as easy as it sounds but almost always results in 9’s & 10 scoring!

Posted on Aug 25, 2010

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

laura says

How would you let them know ? I like this idea but how would the guest know to say their name?

Commented on September 30, 2010

Chris Brisbane says

It all depends on the level of service from the associate. When I introduced this program to the front desk staff it provoked them to use the guest name, to get email addresses, and use their name in the “welcome experience” (i.e. “My name Is Brandon” if their anything I can do make your stay great, please let me know).

The only way the guests know to mention the associates name is if the associate has created a “personal journey” with guest. It’s like I said, it’s not as easy as it sounds. The associate has to be personable with the guest so much to the point that their name and the level of service they received will be the things they remember and most likely will not forget the next time they visit your property.

Commented on October 5, 2010

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