A nice reply from the GM
 

I have stayed at more hotels since I joined FT and I have experienced both bad and good hotels. If the hotel failed/exceed my expectation I'll write to corporate to let them know what they have done wrong/right.

Recently I wrote to the corporate to let them know about my stay at TPS St. George and I met a wonderful FDC there. I did it because I want everyone to know they have done a good job.

Here's a reply from the GM：

I realised that most people write when they are not happy with something - why not also write a small thank you note when you are happy with something. These little feedback let the GM knows that he/she is doing the right thing - and in this case - what a wonderful team he has.

So if you have a little time to spare, let Marriott knows that you are treated well.

Honestly, I feel there is a responsibility to give positive feedback when something/someone is above and beyond what's expected.

If I am willing to complain, I have to be willing to compliment. I am glad you did. It only takes a few minutes and can have an immense impact on that person's day, week, and even career with Marriott.

That's always been my philosophy as well.

Cheers.

A couple years back, as i am travelling on a major highway, i noticed that i am following a semi. We are crossing lanes etc, and he is being a very good driver.

I noticed the "Hows my driving" sign on his rig. I called the number.

1st spoken words on the other line was, in a grizzly voice, " Whats he done this time".

His tone of voice changed instantly when he found out the reason for my call. Said he doesn't get many positive calls. I am sure he enjoyed his job just a little bit more, at least for a few moments.

I agree, we are always quick to criticize but should strive to compliment, when deserving.

+1. I wrote a very nice letter about the RI in Southington CT after my stay there during Hurricane Sandy. The RI staff planned on keeping things "business as usual" for as long as they could with the storm looming. I was impressed that the mid-week dinner was still on for that night. I spoke with the staff member in the dining room and she came in from home to make sure those of us stuck out-of-town were looked after. They also were very accommodating with our uncertain check-out dates due to the airports being closed. They even had flashlights for all of us in case the power went out for an extended period of time.

I also write the airlines when things go well.

Think about it -- these companies have NO idea what's working and what isn't unless people tell them. Focus groups and committees often get it wrong -- that's how we ended up with a Pontiac Aztek.

I wrote back to the GM to thank him for the nice upgrade, late check out etc. and told him that I nominated that associate for the spirit to serve award. He replied that Marriott sent him an email about this and the nomination will only go through with his approval. He approved it and he thinks the associate is going to get it :)

Can you provide more details on this? I have never heard of it. How does it work?

Thanks

Go here and you'll see the details.

and "new" Coke :mad:

Thanks for the thread. It's inspired me to write a note regarding the great folks working at the RI in Eden Prairie, MN. I'm there far too often, but they make my stays as pleasant as possible.

Thanks for the reminder. This thread prompted me to write a note to the GM of the Marriott Marquis San Diego Marina. Two employees there in particular really made my last visit special. I've been meaning to write for several weeks but have been putting it off. Until today.

After working in various hotels and at Disney World, I've adopted this philosophy:

Complain Locally; Compliment Globally

Complaints: If you have a problem, start by telling the hotel. Generally speaking, the hotel can resolve problems quicker. Plus, if you feel as though the hotel hasn't fixed the issue, you have the ability to escalate the issue to the corporate level.

Compliments: Although it may take a few days, I guarantee that all compliments made at the corporate/chain level will make it back to the hotel. The compliment will get attached to the hotel and used for internal evaluations done by the chain. Additionally, the compliment will be added to the personnel file of any named employee.

In one hotel in which I worked, one of our PBX Operators was named Employee-of-the-Year for the entire chain (400+ hotels). One of the reasons he won was due to several compliments he'd received at the Corporate Office. He ended up with a 7-night trip to Aruba, including flights, meals, and a hotel suite.

Awesome thread... wanted to share the following reply that I received from GM when I sent out a note complimenting some of their employees:

"
I can’t thank you enough for taking the time to send me this note. I am very proud of my staff and so happy that they have been taking such good care of you.
I will share your note with the entire hotel and thank each of them personally.

Again thank you for making my day!
"

I totally agree with the above, and I too plan on writing a letter to Marriott Corporate with a positive story. I just had my 1000th stay last week at a Marriott property. In this case it was the RC Pentagon City; a property I've stayed at many many times. I gave the staff a heads up that my 1000th night was occurring while there. I received: A card signed by the staff on duty that day, a snack gift each evening (was there for three nights), and the topper - a fully comp'd dinner for two in the hotel restaurant. We ordered a glass of red wine each, and they never let our glasses get empty! What a wonderful night that was. Ugh. What a hangover the next day! :-)

1000 Marriott stays is quite an accomplishment. I presume you kept track of that yourself... or did MR provide data upon request?