The CEO and the Chief Operating Officer are always looking at the MOD reports, even over the weekends! Staying in tune with the hotels and catching those WOW! moments of winning opportunities are important and happen every day of the week. It is great to see exceptional services at work on weekends at the hotels. Here are some highlights from the past weekend:
MOD Name: Simone Diamond
Hotel Name: Aloft New York Brooklyn
Occupancy: 101.14%
Trip Advisor Ranking: #17 out 58
Rm 2205 (Evans, Colett) guest was talking to her spouse about Uber while at the desk and I (Kathryn) informed her to attach her Uber account to SPG and she can earn points as well. I also introduced another app called Lyft to her and I gave her an offer code for referral and it got her 5 free rides up to each. That was very useful for her because she was heading down to Pier 36 and after teaching her how to use the app, it was only about for her to get over there (after the code). She thanked me again as she was walking out to her first Lyft ride ever.
__________________________________________________________________________________
MOD Name: Theresa Blackshaw
Hotel Name: Fairfield Inn & Suites Manhattan/Chelsea
Occupancy: 96%
Trip Advisor Ranking: #115 of 470
Positive Events / Memories Today:
This morning, our General Manager, Darren, decided to add a special touch to a very busy breakfast. As the fresh hot foods were ready, he was serving our guests tableside. Many guests commented that they never expected service like this at a Fairfield.
__________________________________________________________________________________
MOD Name: Elizabeth
Hotel Name: Four Points SoHo/Village
Occupancy: 100
Trip Advisor Ranking: 338 out of 470
Positive Events / Memories Today: Courtyard Marriot walked a guest to us. They guest was very upset with them because they had to get walked and they came to stay in the city to celebrate a birthday. I made sure that the guest had an upgraded room with a view as they had booked in the Marriot as well as sent up a birthday amenity for the occasion. They guest was very pleased and said she should have booked here originally (one man’s lost is another man’s treasure).
__________________________________________________________________________________
MOD Name: Larry Sackadorf
Hotel Name: Dunes Manor Hotel
Occupancy: 46%
Trip Advisor Ranking: 2 of 108
Positive Events / Memories Today:
I want to tell you about our Houseman Johnny Vaughn, He was awarded Associate of the Month for last month and for reasons you will understand after you read this…..
Tonight we hosted a group called Son Spot Ministries. They are a local church group based out of Berlin Maryland. They had a banquet and a meeting here and at the time of their meeting they were to give a power point presentation. While setting up for the presentation someone placed a box of cables that were needed to connect the projector to the computer on a table next to the trash can and somehow the box inadvertently got knocked into the trash. Nobody was really at fault but this was an issue that unless looked into would have certainly meant the cancelation of the presentation and a large part of the reason the group was here in the first place.
The one of the group, a guest in the hotel, came to the front desk and Johnny was called to see if he could help find the box, which was somewhere between the meeting room and the dumpster outside. Without thinking twice, Johnny took on the task and was off to investigate.
A few minutes later Johnny returned with a one of his characteristic BIG smiles to report that he was able to find the box in the trash that was in the back of the kitchen getting ready to be loaded into the dumpster. He all but ran to the meeting room to present the box to the group and save the day!
If you knew Johnny, this would not surprise you at all, he like so many others in the hotel look forward to the opportunity to help and make a difference to our guests and patrons.
This again is what hospitality is all about and when it works…..well it’s really fun to see.