Marriott guy wrote"At my property, I receive a list each Thursday of PP members arriving for the following week and jot them a quick hello and thank you/welcome card which is delivered to their room prior to c/i. If their reservation coincides w/our weekly guest reception, I invite them to stop down so that I may meet them. If it is a multiple night stay, I give each a call the next mid morning and leave them a VM thanking them again and ensuring to let me/my team know if there is anything else that can be done to enhance their stay. I place the call in the mid morning, not to purposefully get their VM, but to not disturb them. Welcome gifts are personalized to the member's profile (i.e. favorite wine type, etc.). "
Can I tell you how impressed I am each time I receive a note like this from a GM or a MOD!It has happned a few times and realllly makes a big impression for a very small gesture.I am a mere gold-and yet I have recieved a few of these notes myself.
"One other item that I did was to deliver my private work email address to each PP and Plat member that stay with us more than 20 nights a year. My goal was to simply thank them and show my appreciation, as well as they always knew that had a direct point of escalation if the need arose. This turned out to be something I should have investigated a bit further before delegating this is my FOM to implement. It turned out to be over 700 people included in this list. Needless to say, I created a beast which to this day I am still trying to tame"
Marriott guy-I know Marriott strongly belives in promotion,based on merit,from inside its own ranks.I am sure that your efforts are recognized by your superiors-and the tone you set becomes the work ethic within your hotel.So I am sure you will get your just rewards for all of this hard work.
I have stayed at a few(regret to have to say a very few)Marriotts where it was obvious as soon as you walked in the door that the hotel knew how things were supposed to be done.I always wright a letter to HQ about such stays-helps to balance out the "other kind"of letters I ,sadly,have to write.