The Yes I Can!! tour team flew into Philadelphia right over the Phillies as they were playing (and beating) the Rockies. Downtown Philadelphia is home to the historic Radisson Plaza Warwick Hotel, which is located on Locust St. by the Rittenhouse Square.
The management meeting included over 15 engaged managers that openly discussed the opportunities ahead as they strive for a top 25 percentile performance. The property is unique in the architecture and as a historic building. The team is certainly engaged and makes good use of the tools, including Making it Right guidelines and log.
The afternoon staff rally was set in the ballroom and custom Yes I Can!! foam fingers had been ordered to ensure the spirit of the room was festive. The team had recorded a video earlier in the week going department by department testing the staff members on their knowledge of Yes I Can!! and rewarding them for good answers – it was a lot of fun and a great way to start the rally. General Manager, Joanne Cunningham shared how she felt about genuine heartfelt service and how this is not only about the way we act at work, but rather a choice of life we all make. The foam fingers provided a great opportunity to keep the energy levels and participation high.
The Yes I Can!! award winner was Oliver Matthews from security who overheard how a guest had forgotten her cell phone on a taxi. He immediately jumped in and offered to try to track the taxi down by only getting the color of the taxi from the guest. After more than 30 minutes on the phone with the taxi company, Oliver managed to track the taxi down and found out it was waiting at a specific location. As the guest did not know how to get to the location, Oliver took – yet another – initiative of great attitude and service and drove the guest to the location to retrieve the phone. The guest was full of praises for Oliver who went above and beyond the call of duty to assist – taking ownership of the issue and seeing it all the way through until it was resolved.