The Yes I Can! tour arrived at the Radisson Hotel Harrisburg in Pennsylvania where twenty–six managers and supervisors led by Tom Dickert, Regional Director of Operations, met in one of the newly renovated meeting rooms.
Some interesting comments included a comment by Chef Kyle who said “we need to take the time to meet with our guests to understand what their expectations are”. Kathryn from housekeeping said “I need to work with the housekeepers to be sure that they know that they are empowered to make anything right”. The morning ended with all in agreement to break down the silos in order to meet guest expectations and 100% Guest Satisfaction.
General Manager Jeff Strupp, welcomed the 76 employees that entered the brightly decorated room with cotton candy, popcorn and creatively decorated yummy cupcakes.
Jeff was quoted saying “We don’t always look for the opportunities to go that extra mile and make it special, we need to focus on anticipating the guest’s needs in order for them to remember us for the good things that we do”. All were very enthusiastic and competitive during the exercise and a few wanted to know how they can apply for the wine angel position. Jeff ended the rally with some GREAT Yes I Can! stories closing with award winner Sue Westford who did a fantastic job with a special request from a guest, including the follow through to ensure 100% Guest Satisfaction.