In an effort to improve “Friendliness of Front Desk” scores and impact Property Loyalty, Tim Lewin, General Manager of Embassy Suites Huntsville – Hotel & Spa, AL, created “The Marble Game,” an incentive designed to get front desk agents out onto the marble lobby floor to interact with guests. Each time a Team Member is caught “on the marble,” he or she is given a small marble. When they collect five, they get to select an envelope from the Money Tree in Tim’s office. The envelopes include small rewards like gift cards. Instead of Team Members being punished for not being out on the marble, they’re rewarded for doing the right thing.
Posted on Dec 12, 2010