Congrats to the Aloft New York Brooklyn team for winning the SPG Desks "Share Your Story" contest. Kendijah at the Front Desk was thorough in her arrival preparation and proactive in resolving a possible issue prior to the guest arriving. See Kendijahs full story below, followed by SPG's congratulation!
"As I was going through arrivals for tomorrow, I discovered that we were negative on an STE for tomorrow. Upon further investigation, I noticed that I would be unable to unblock the VIP guest arriving from sales, but I could change the STE booked by a Platinum guest as their suite rewards night. I reached out, contacted the guest to inform them that due to maintenance issues we would be unable to accommodate his STE night award, and offered to reach out to Starwood so that they would be able to modify his reservation or return his points back. The guest responded and appreciated the fact that I reached out to him before he arrived at the hotel. Guest requested that since we cannot accommodate his STE if we accommodate an early check-in and late checkout he would appreciate it. I informed the guest I have him pre-blocked to a room available for early check-in, and placed an amenity bag in the room."
"Greetings Aloft New York Brooklyn:
Thank you for sharing your story of how your team brought loyalty to life. Your story, submitted by Kendijah Grant, about successfully executing pre-arrival planning to upgrade a guest on a celebratory stay, won for the Select Service tier in the Americas. You have earned a USD $ 500 prize for your hotel, which will be sent to you in Q1 2018.
By working together to deliver on the loyalty promise, you encourage our guests and members to come back night after night, year after year, and ultimately drive our guests’ loyalty for life.
Thank you for living loyalty!
Regards,
The Loyalty Operations Team"
