Starwood Preferred Guest - Do you meet the Manager ?

A general question...

If you stay at a hotel regularly, do you ever meet the manager?

I stay at the same 4 hotels in South America over and over; I was wondering if I should make a contact by meeting each manager.
(If so, what does one say, etc? Is this common?)

Any comments would be appreciated...

I make a point of meeting the General Manager if I am making a long stay or making frequent stays at the same property.

The new Four Points in SA America are great. I prefer the one in Santiago better than the Santiogo Sheraton. The Four Points is in a great neighborhood where one can safely walk the streets at night to go out for dinner.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by CMH-traveler:
I make a point of meeting the General Manager if I am making a long stay or making frequent stays at the same property.
</font>

Interesting... Do you make an appointment? What do you say? (And what is the response of the GM?) ...

The Westin Waltham has a weekly General Manager reception in the main lobby for all guests - at least they had in the past. I haven't been there in a while.

They're not unapproachable. Just ask to speak to him/her to let them know how you've felt about the property and why/why not you'll continue staying there.

The managers reception is a fairly common practice; they typically happen on the same day of the week.

If you want to go another route, just dial the operator and ask to be connected to the GM. Either he/she will pick up, or his/her admin asst. will. Just say something to the effect that you are a frequent guest at the property and you wanted to share some feedback. Or, you can find out where the GM office is, and you can just drop in.

It's really no big deal. Just ask to speak with the general manager and say whatever it is you want to say to the GM. Even if it's hi, I stay here often and think you have a great hotel and staff. Or if you have a special request or would like something attended to. More often than not, the GM will be pleased to meet you as most appreciate the direct guest feedback. Who knows, you might find you receive special attention as the GM now knows who you are and that you are a special guest.

I would absolutely do especially if you know you will be staying at the hotel for a while or visit again. I have so many (uncountable) great experiences by knowing the GMs everytime I go back to the properties - including some benefits way beyond Starwood predefined Platinum benefits. http://www.flyertalk.com/forum/biggrin.gif

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by hoya:
A general question...

If you stay at a hotel regularly, do you ever meet the manager?


Any comments would be appreciated...</font>

No.

I would assume the GM had tasks other than to meet with the 1 or 2 or 3 thousand "regular" customers.

In my business, I avoid and regard suspicously any customers contact me personally, and believe they should have special consideration. I do assign to them a sales person, who is dedicated to making them feel very special.

Sorry to be so cynical, but it is agreat sales opporunity.

slawecki -
What kind of business are you in?

Hoya didn't say anything about wanting to meet the GM to try and suck up for special treatment. In this business, where hotels are highly competitive in each market, a good GM would feel it an honor to speak to the guests who choose to stay at their property - especially the frequent guests who can provide better feedback based on numerous stays (i.e. consistent vs. inconsistent service).

Yeah - the GM has a lot of things to do on a daily basis, one of which is to keep a finger on the pulse of the property. What better way to do that then hear that right from the source of revenue?

[This message has been edited by PHL (edited 04-22-2002).]

I agree with PHL. Probably the only guests the GM might meet are the ones who are irate and demand to speak with him/her. I would think it would be refreshing to meet a guest who just has compliments or constructive suggestions.

At a property where I spent approx 130 nights last year and some 50 this year, I've met the GM informally many times (he comes over if he sees me in the lobby etc), and I've also had dedicated meetings with the Director of Sales and Marketing and their Rooms Manager & Reception Manager. Highly recommended - as they are very receptive to feedback (and they do act on things you mention).

If you are a repeat guest - get the email addresses of a few of those people, and give feedback (good & bad) if something nice or something not so nice happens - usually things are sorted out by the time I'm back in my room the same day!

I am going to give two http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif to the Westin in Morristown, NJ for this. I had been staying there every week from October. In November and December, I started receiving letters in check-in and the like. In January, the GM threw an initial Manager's Reception which I just barely made.

I finally got to meet the GM and after I introduced myself he mentioned that he had been hoping I showed b/c he knew I was frequenting the hotel.

He used the opportunity to back up the committment to great service and the like at the hotel. He asked for suggestions, what I liked and what I didn't like.

I definitely give the Westin Morristown a big http://www.flyertalk.com/forum/thumbsup.gif !

I agree with Slawecki, I don't seek out a GM unless it is for something on either extreme, really bad stay or really good stay.. I would think that he/she would think that I'm just trying to get something or schmooze to get something by calling him/her.

I get the letter as well and thats fine with me.. now if they come up to me as they have at the Sheraton Premier Tysons corner and offer to invite me to Breakfast then of course I'll chat.. otherwise.. something would have to be really rotten or superb for me to bother them.. I know they have a busy job to do besides chat with me..