The Yes I Can! tour team arrived at the Garden State and made its way to the Radisson Hotel Freehold after a tour of the state by District Director, Susan Mason. The hotel has shown some very positive improvements in GSI year-over-year of 0.23.
The management meeting included 8 managers and General Manager Ed Hinte. There was some good discussion on the different expectations from different guests and the need to make every effort to meet the expectations of all guests. Action plans included a commitment to dig into the famous “Other” issues in Problem Incidence and find items that can be addressed to further reduce and positively impact GSI. There was also a strong commitment to work on further communicating Medallia results throughout all the staff and share the stories and issues across all the staff population.
The staff rally included 41 staff members from all departments of the hotel. The staff shared different ‘Surprise & Delight’ stories from the hotel. One staff member shared a story she had experienced while staying at the Radisson Plaza Warwick Philadelphia and when staff overheard she was there to run a marathon, they sent her some special treats specially put together to give her energy for the race!
The Yes I Can! award winner was Taila Rouse from the front desk for jumping in to assist a guest who was celebrating her daughter’s sweet sixteen event at the hotel and the make-up artist had failed to show-up. Upon hearing about this, Taila offered to assist and stayed beyond the end of her shift to go purchase the make-up and put it on the girl celebrating the party.