Below is a great story sent into the blog  from the Radisson  Aruba Resort, Casino & Spa.  

“ Beautiful thing happened today. I had to deal with a very angry lady who had come back to her room to find it had been cleaned and there was a bunch of flowers in a vase (she was on single occ). She wanted to know who had been in her room and why there were flowers there, as she hadn’t ordered them. I said we would investigate. So we checked the door locks and the only entry was the guest and the room attendant. Sergio interviewed the room attendant, and she said she had picked the flowers herself in the gardens and put them in a vase for the guest as she had realized while cleaning the room that it was the guest’s birthday today. We told the guest, and she was completely overwhelmed with the gesture. The room attendant Andrea F. was called up to the room, and there was a lot of tears and hugging (from the guest), as the guest said she had never experienced such an innocent and beautiful gesture in her life.”

See below for an outstanding example of Yes I Can! Service by the Radisson Hotel Lansing! Well done team!

Mr. Rosenberg,

 I had the pleasure of staying at the Radisson Hotel Lansing (Michigan) earlier this week, where several of your staff went far above and well beyond what could be expected to help me out in a pinch.

I work as a construction project manager for the federal government, and I had a pretty important meeting with a challenging set of stakeholders set up for first thing Monday morning. When I was getting dressed that morning, I realized that I had forgotten to pack my black dress trousers! I went down to the front desk to see if they could help me out, and one of your GSRs, Emily T., helped me track down a few different stores that sold dress clothing, including figuring out when they opened, and what sorts of price points I would be looking at.

 Unfortunately, none of the options presented left me with much time to get to my meeting, and I was worried that I would be late (something that I personally find unacceptable). In a moment of frustration, I jokingly asked one of the parking valets if he would trade pants with me, and then I asked Emily if they had an extra pair of black pants from an unused housekeeping uniform that I could borrow. I didn’t expect anyone to actually do this.

 Emily really stepped up to the plate for me, though. She called a member of the housekeeping staff and asked if they had any black trousers that were available, and if they could please press them and bring them to the front desk, which someone promptly did! Thanks to her quick thinking and action, as well as her dedication to service and frankly, just being helpful to someone stuck in a tough position, I made it to my meeting with time to spare. Nobody noticed my outfit (thank goodness!) and I made a strong impression. As a federal employee, I take my job seriously. It’s important that I represent the United States well when I meet with people professionally. Emily helped make that happen, and I’m grateful to her for the mission support.

 I don’t normally write letters like this, but what Emily did literally saved the day. Thanks to her, I was able to carry out our mission that day without a hitch. I thanked her that day, but I feel strongly that she should be recognized, and I hope that she will.

Kevin R.

See below for a letter from a guest of the Radisson Martinique on Broadway. 

Hi Susan,

 I can’t thank you enough for the wonderful Hospitality of the Radisson Martinique.  We had such a wonderful time.

 Our room was beautifully appointed and immaculately clean.  We had an amazing view of the Empire State Building.  What a nice treat to receive the delicious cake as a welcome amenity!  We started at the bar at the Cafe Martinique where we met Kim, a warm and friendly person, full of lively conversation.  We had a delicious cocktail and then were greeted by Jean-Phillipe, a lovely gentleman who gave us a complimentary bottle of Prosecco in celebration of  my husband Tom’s birthday.  We ordered the Spinach and Artichoke dip, which was probably the best I’ve ever had!  The toast points served with it were a nice treat!

 Later we dined at Le Petit Poulet.  Our waiter was Clark, a knowledgeable and friendly guy, who promptly suggested a delicious Sancerre and Syrah. (he kept our glasses full the entire dinner)  He started us off with a selection of cheeses and meat that were fantastic.

We continued on and had the escargots and the mussels….. EXCEPTIONAL! .  Then we had the sea bass and T-Bone…equally as good.  During our meal, Poppy came over on several occasions to check on us..what a lovely woman….. The meal ended with the creme brulee (which we ordered…my favorite).. Clark brought us over the bread pudding which was to die for!  Needless to say, we needed to be carted out of there!  What a meal!

 We went exploring to a show at BB Kings, then  a walk around the city…then a super comfortable sleep… We had a lovely breakfast the next morning…Tom said the coffee was the most delicious he’s ever had.  We truly had the best time!  I can’t really explain to you how nice it is to be treated like royalty!    

 We are looking forward to returning very soon.

Susanne L.

The next Yes I Can! Service Activity is focused on “Checking for Satisfaction & Thanking the Guest” and will be shipped to your hotel this week. It will contain the instructions for facilitating the activity along with some “hidden pictures” for the activity.  

Our Yes I Can! Service Activities are designed to engage your team, explore new concepts, and enhance your existing Yes I Can! training efforts.  

 We want you and your team to have fun with the Activities. And, we want you to share your experiences with the Service Activities with all Yes I Can! Hotel Trainers by sending stories and pictures to our blog. Just click on the submit button at the top of the page!

 For questions or help in getting your stories submitted to the Yes I Can! blog, please contact your Hotel Specialist at the Hospitality Support Services Center. 

 Thanks for your continued support of Yes I Can!