A WIN & WOWS SUCCESS WITH ATTENTION TO DETAIL JUST BY LISTENING TO GUESTS!
Keisara: Today a guest overheard me telling Ashlei that I would be getting ready to prepare the cookies for the guest. After he heard me say that he told me that he wasn’t aware that we had cookies out on the desk. I told him of course and to check back later with me. Around 9pm he came back to the hotel and looked pretty bummed out when he didn’t see the cookies. I asked him if he was okay and he said he was looking forward to having a cookie before he went to bed. So I apologized to him and told him maybe he can catch them tomorrow. He went up to his room not knowing that I sent up a couple cookies and bottles of water. I waited for his call but instead he came down to the desk to thank me. He was so happy that I actually remembered and followed through as well.