Originally Posted by
PaperMachete
Hello Everyone. Thank you for reading this and having this forum. I'm a long time lurker and have learned a lot. I am a supervisor at the front desk of a Marriott. I really like the hotel I work for, but recently we have not been getting as high of scores on our guest satisfaction surveys as we are used to or would like. I have ideas on what we can do to be better, but I also wanted to check with all of you frequent travelers to see what you guys would like to see a hotel do. Any really good stories of great service? Anything you ever wanted to see a hotel do? Thank you all for your help. I hope everyone has a great holiday season.
Big welcome to FT!
Nice to see a supervisor lurking and asking for advice.
I recently had a FD clerk at a FI offer to make a batch of choc. chip cookies and deliver them to my room.
She actually did and arrivedd at the front door with a plate full of nice warm fresh baked choc. chip cookies and a few cartons of milk.
That was an extremely nice gesture and going above and beyond.
Of course this is not something I expect on visit, but it is a great example of terrific service and a FD clerk trying to make our day.
Each morning when leaving the hotel, the FD clerks were extremely nice and and personable, using 'have a great day' or 'we will see you upon your return'.
Again, just a simple, but very friendly and nice gesture.
Smiling friendly faces at the front counter always help, even when returning from a tough day or long travel.
Sometimes it's the simple things that matter.^
Also, when a MR member ask a program question, it's nice to see the FD clerk actually know the answer or be familiar with the program rules. If they are not, it's better to just say they don't know the answer but offer to get the correct answer instead of making up a rule or guessing. If members ask, they likely don't know the answer and are depending on the FD person to provide accurate info. (it's simple, but too often the FD clerk has no clue).