Recognizing guests is great, but personalizing that recognition is even better.
Say a baseball team is staying at your hotel. How do you welcome them back from a game?
- Good: Greet them with a tray of cupcakes.
- Better: Decorate the cupcakes like baseballs.
- Best: Decorate the tray with the team’s logo or mascot.
When you make your best effort to recognize and appreciate your guests, it builds strong, solid connections and relationships.
Make a personal effort. Here are a few examples of Team Members giving their personal best:
When a guest lost a screw to his glasses, engineer Cesar Banegas of Embassy Suites Orlando International Drive South/Convention Center, FL didn’t direct a guest to a store; instead, he gave him the screw from his own glasses!
When a family with a baby was staying at the hotel because a fire had consumed their home, the team at Hampton Inn Meadville, PA, brought in baby toys and other items for the family.
When a handicapped guest stayed at the Hampton Inn Grand Rapids North, MI, during renovations, the executive housekeeper not only made sure that he had everything he needed, but also volunteered to take his service dog outside for a walk every day.
From loaning a pair of cufflinks to remembering an anniversary, it doesn’t require much to take your appreciation of guests to a very personal level and build the type of relationship that lasts a lifetime. Make sure to recognize your Team Members who consistently bring out their best. You can start by nominating hem or her for a Spirit Award, our highest form of brand-specific Team Member recognition.
Posted on Aug 23, 2012