Wins, Wows:
1001- We connected deeply with the guest (through the idea we stole from Time Square) Michelle brought out a teddy bear to help share the exciting news about our renovation. The guest took humor of this and wanted pictures with the bear. See below
Recoveries:
1802 - Sasha spoke with and connected with this guest and since the hotel was oversold took the opportunity to upgrade her to the Suite as her guest of the day. She was so sweet. Sasha left a note and a personalized note welcoming her to our Hotel.