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Connect . Think . Own July 2023

Comfort Service Culture Kim Rivera

Being a Comfort Service Super Star just takes a few moments.

Take a look at how some simple interactions became BIG memories for our guests!

“Yesenia is a true commitment to the Comfort motto ‘A Better Us for the Best You’! She takes the time to personalize every Elite CP member’s room with a welcome letter, sweets, and a little ‘creature comfort’. She leads by example by always smiling and welcoming all guests and her team members. It is through her leadership that our cleanliness scores remain one of the highest in the industry. She embodies the core of Choice values in valuing new learning and growth as a hospitality professional sharing ideas with energy and intent as well as leading with respect and empathy.”

Carri, General Manager FLD93

Lanisha, Front Office Manager from NC114 writes to us,

“First, I would like to thank you for giving us an opportunity to speak about our lovely front desk associate Michael Smith.  Michael has been working at our hotel for 3 ½ years, and he is a joy to have on board!

Let me share a little about Michael from the beginning to the end.  Michael started in our housekeeping department where he was so clean and detailed in all his work. The sparkles he left had the guests sending many reviews and complementing his ability to invite them to a well-deserved room. 

Michael worked in this department for one year until his legs began to burden his ability to perform the way he was known to do; therefore Michael decided he would resign. I could not bear for Michael to leave because he had put in so much time and energy at the hotel. We decided to call Michael, explaining how we wanted to give him an opportunity at the front desk and I could feel the smile all over his face through our phone conversation.
This was the best decision we could have made; Michael is the most passionate, considerate, and humble individual at our front desk department.  I have received much feedback and reviews about how Michael took the initiative to go above and beyond for our guests. 

One particular day, one of our traveling nurses visited the hotel for the first time, terrified because she had never experienced staying in a hotel, so she requested to be close to the front desk and of course, her wish was granted.  She had to be at work at 6 am; however, it was dark outside.  Michael was working the 3rd shift that morning and decided that he would walk this wonderful lady to her car to ensure she would feel safe, and comfortable, and perhaps visit our hotel again.  The young lady did indeed come back the next day to inform us that Michael deserved an award for the extra mile he took to make sure all was well during her journey with us.

For this and other reasons, we want to recognize Michael as our “superstar” and success story.  We also want to let individuals know, do not to be judgmental without giving an individual an opportunity, because you could lose out on the most forgettable moment of one’s life as we almost did.”

Is your team Set for Success?

How have you set your team up for full success this year, especially through the busy travel summer season?

Have you set your team up to be sure they can proactively take care of each guest that comes into your hotel?

Not only will it aid in your guest satisfaction scores, but it will also allow management to focus on the finer details of business management. Below is a short, suggested list that can get you and your team on track to anticipate guest needs, exceed guest expectations and feel empowered to excel!

  1. Create a phone script to aid in reservation creation – questions to ask that will aid in anticipating guest needs while at the hotel (business vs leisure travel).
  2. Have the team work together and create a booklet or binder of nearby attractions or events as well as restaurants that would cover any guest request / ask.
  3. Binder of ‘how-to’ for processes + parameters for issuing points or credit back (credit back/discount last resort):
    • Offer the information to resolve the most common issues so they don’t have to pick up a phone and call management and delay a resolution.
    • Give your employees the benefit/privilege of issuing points back for guest issues. Set guidelines and parameters for staff to proactively resolve guest issues. This will avoid the guest from having to ‘move up the chain of command’ and wait for a resolution. The longer it takes to resolve the issue, the angrier or more frustrated they can become. This may negatively impact Medallia scores and future guest reviews for your hotel.

Make your first Impression Count!

When was the last time you updated your hotel’s online photos? Do they highlight your hotel accurately for all to see?

Research illustrates that after price, photography is the most significant factor in a traveler’s decision to book a hotel. Hotels that have updated photography have seen an increase, on average, of 4% in conversion, resulting in approximately $17k in booked revenue annually. Conversely, hotels that have outdated photography have seen a decline of 6% in conversion, resulting in a decrease of approximately $25k in booked revenue annually.
Digital Analytics, January 2023

You and your team work too hard to leave money on the table and not highlight your hotel accurately to the world!

NOW is the time to review your hotel’s online presence from photos to attractions and your hotel’s description(s). Choice has made it easy to do – just visit the Local Marketing Support Suite in Choice Central for more information, self-assessments, and best practices for showcasing your hotel online. Watch for more detailed information on your brand page to be coming soon; specifically regarding hotel photoshoot tips and tricks!