The tour through the Garden State continued as the team arrived at the Radisson Hotel Piscataway. The management meeting focused primarily on two aspects: increasing the number of Medallia surveys being completed and a focus to further improve staff service and attitude. An action plan was developed and General Manager, Sunny Chaudhry and Yes I Can! trainer Aleesha Mahajan committed to making a significant impact in the near future using all the new tools available.
The staff rally was very well attended. Sunny opened the meeting making reference to a sign he has posted for his staff at the hotel that says “Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, an honest compliment or the smallest act of caring, all of which have the potential to turn a life around”.
The Yes I Can! award winner was Jesse Guillen from the Front Office. On a late night, a passenger that had arrived at the hotel as part of some distressed passengers sent from an airline called the front desk to enquire where he could get some aspirins as he was not feeling well. Jesse offered the gift shop at the lobby as an option and offered to personally bring them up to his room. The guest declined commenting he preferred to walk downstairs and get them himself. After about five minutes, Jesse noticed the guest had not arrived to purchase the aspirins and decided to follow-up and take them up to the guest. Upon arriving at the guest’s floor, Jesse found the guest on the floor and immediately started CPR on the guest. He then called his colleague Tony (as we all are a team and depend on each other) as asked him to call 911 and call the guest’s spouse in the room. The ambulance arrived shortly thereafter and the guest was taken to the hospital where he recovered. Jesse visited him at the hospital to ensure the guest and his spouse were comfortable and recovering well. The doctors told the guest that without Jesse’s intervention, the outcome of the situation could have been very different.
A great story, that shows the commitment to our guests, our passion and our team work. Congratulations Jesse!