Firstly, I hope that its OK to start a thread like this here - I remember asking William quite a while back and he gave me the go-ahead, so here goes....

For those who haven't 'met' me on here before, I am a Front of House Manager at a Starwood Property, having recently transferred from another.

One of the big service challenges we face in my new hotel, from our Guest Satisfaction Index information, is the benefits on offer to our Gold and Platinum SPG members. This is one of the things I desperately want to improve upon, so I thought I would solicit some feedback here.

To give a bit of background, here, we have a Club Lounge to which Platinums obviously have access, and we have a fully open upgrade policy - nothing is out of bounds to SPG members. We do regularly welcome more Plats in a day than we have suites but we nearly always manage an upgrade of some description.

For Gold Members, again, we always try to upgrade, although we do not often have suites available, and we offer a complimentary drinks voucher for all Gold Arrivals.

So, my question is, when you receive and submit your post-stay surveys, when it comes to the questions relating to SPG Recognition/Benefits, what things do you have in mind that sometimes you do not receive?

Or, put simpler I suppose, what can we do to improve in this area?

Any thoughts/ideas/suggestions more than welcome.