The spririt of the season is alive with service in the RHG portfolio - thanks to the Managers on Duty who are stepping up and delivering memories to our guests! This weekend's MOD highlights:
Date:12/20/2015
Positive Events / Memories Today: There was a family of four from Germany that checked in today. They were running late to an event that they had bought tickets for. It was their first time going to a Broadway show and they were having a tough time signing in to the website to print out their tickets. Also there was a language barrier as they did not speak English well. After several attempts to print the tickets unsuccessfully we called the theatre and informed them of the situation. They were very helpful and arranged for them to pick up their tickets directly at the theatre. We had a cab waiting for them that took them directly to the theatre and they were able to make it to their show on time.
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Date: 12/19/2015
MOD Name: Natalya Gajadhar
Hotel Name: Aloft Manhattan Downtown – Financial District
Occupancy: 100%
Trip Advisor Ranking: #364 of 470 Hotels in New York City
Our “Hot Chocolate Bar” is a complete success! Tonight is a sold out night at the Aloft Downtown Manhattan and every person that came through our doors could not get enough of our delicious hot chocolate and our scrumptious toppings. Kudos to FOM Michael for this great idea!
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Date: 12/19/2015
MOD Name: Christopher Diggs
Hotel Name: Four Points Manhattan Chelsea
Occupancy: 100%
Trip Advisor Ranking: #333
Today we had a guest that had lost her cell phone in a taxi cab. She found out it was missing once she had gotten to hotel. Guest came down a bit distraught about losing her phone. After asking her a couple questions we found out that she had paid the taxi with a credit card and had a receipt saved. I was able to assist guest in contacting 311 and locating taxi driver # with the information on the receipt so she could track down her phone at the lost n found taxi headquarters. She went from crying to smiling in no time.
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Date: 12/18/2015
MOD Name: Birgit Schmalkowski
Hotel Name: Wyndham Garden Philadelphia Airport
Occupancy: 34.68%, ADR 87.70
Trip Advisor Ranking: 2/7, 1240 Total Reviews
“Darn, I sleep well at this hotel! This is a very nice airport hotel with quiet, comfortable rooms and a very friendly, helpful staff. Everyone is friendly and happy to serve, from the cleaning staff to the hotel manager. I love this hotel. The rooms have great cable, large flat screens, refrigerators, and, especially like and rarely seen in America but often seen in Europe, room safes. The restaurant and lounge is small but locally owned and managed by accommodating owners.”
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Date: 12.18.2015
MOD Name: Brett Haduch
Hotel Name: Four Points by Sheraton, Newark
Occupancy: 32.11%
Trip Advisor Ranking: Currently Rank #3 of 23 hotels in Newark, DE
I was able to assist Ms. Senn, who was one of our guests who unfortunately left behind a few valuables. Unfortunately we had used the last of our smaller shipping boxes and the only option at the time was Fedex envelopes. Due to the expensive nature of these valuables, I made a trip to the nearest Walgreens to purchase a more appropriate shipping container to ensure the safety and security of her goods during travel.
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Date: 12/18/15
MOD Name: Nikki Luth
Hotel Name: Dunes Manor Hotel
Occupancy: 41.4%
Trip Advisor Ranking: 2 of 108
A disabled guest checked in - he was also a returning guest. He sheepishly asked in a quiet voice, "do you have any other chairs that would be more comfortable than those kitchen (our standard) chairs in the room?" The Front Desk Agent immediately came out from behind the desk and swept his hand across the expanse of the lobby. "You can try out any of these chairs and whichever one you prefer, I'll have it brought to your room right away - and you can use it for your entire stay (3 nights)." The guest was delighted. After trying several, he settled on his favorite. Five minutes later, he was nestled into his chair. He'll be back again and again because he knows he'll be comfortable and he'll be important. An unexpected and personal touch, delivered at the speed of caring, creates a memorable and shaerable experience.