Here are some of the highlights received today to share with your team and how little things can truly make a big impact......
Date: December 9, 2015
MOD Name: Sanday Dixon
Hotel Name: Sheraton Brooklyn Hotel
Occupancy: 94.39%
Positive Events / Memories Today: Today Efrain performed at a 110%. He was receiving compliments about his service. One particular guest, Mr. Rodell spoke to me personally about Efrain and commented on his happy demeanor and also that he always have a smile even when we are at our busiest.
Negative Events/Resolutions: Ms. Chun in room 408 had scheduled a fed ex ground pick up for her package earlier today. When she returned to the hotel she was upset to find that fed ex ground did not pick up the package. The guest was explaining to Efrain that it was important to get the package sent out today. Efrain told the guest that he will make sure that the package gets out today. Without hesitation, Efrain asked to take the package personally to the nearest Fed Ex store and made sure it got sent out.
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Date: 12/9/15
MOD Name: Siovan Tejada
Hotel Name: Four Points Midtown Times Square
Occupancy: 100%
Positive Events / Memories Today: There was a group of ladies celebrating a birthday in New York. Being that they were first time guests we hit them with everything we had. Complimentary breakfast was offered, free drinks at the bar, as well as a fruit and cheese platter sent up to the room. They were completely blown away, they had an impression of New York that went from negative to positive all from checking in to the hotel!