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.

This is How We Make A Difference!

Miki Funai,
Embassy Suites Hotel Secaucus – Meadowlands, NJ

Every guest interaction counts and when opportunity knocks, we open the door!

Guest Patricia Bicknell mentioned to Linda Santiago at check in that it was her wedding anniversary and that she and her husband were here to celebrate in New York. Linda then made sure that an amenity of champagne and chocolate covered strawberries was waiting in their suite by the time they returned from the city. This was their first time to New York and Linda’s CRM enhanced their celebration and “Big Apple” experience.

The guest happened to receive a SALT survey to which she gave the hotel a “10” for Overall Service and commented, “Everything was perfect! Champagne and Chocolate covered strawberries were sent to our room. Compliments of our front desk check-in girl. Friday Oct. 23. I mentioned it was our anniversary! Breakfast was delicious! Everyone was friendly and accommodating. I can’t wait to come back. Thank You Again.”

Linda has been working at the Embassy Suites for two years and is one of many team members here who consistently delivers on our high reputation for guest service. She listens to each guest and strives to make each guest experience a great one.

Linda Santiago, Front Desk Clerk

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Posted on Nov 5, 2009

Topic(s): Department-Specific Recognition, Front Desk Recognition, Recent Recognition Ideas

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