The Yes I Can tour rolled into Baton Rouge, the capital city of Louisiana, located on the Mississippi River Delta. It was truly a “ hot time” in the capital city with temps in the mid 90s and heat indices well over 100 degrees!
The day started with the managers reviewing the hotel’s performance and all committing to taking their scores to the next level. Specifically they decided to focus on improving communication and staffing schedules to reduce their overall problem incidence rates. They also decided to borrow a great idea from the Radisson Hotel at Los Angeles Airport and have each manger “adopt” a floor of the hotel. There was great enthusiasm for the program and anticipation of the friendly competition it would drive as the managers strive to have the best floor in the hotel with the lowest problems and greatest guest satisfaction.
At the end of the meeting, the entire management team enthusiastically committed to getting everyone in the hotel winning the 2012 Yes I Can! Award to be presented at the next Business Conference.
At the start of the employee rally, Raj Rana in keeping with a tradition started on tour in Texas, was presented with a special Mardi Gras themed hat. Raj wore the colorful top hat as he introduced the employees to the world of Carlson Rezidor. The gauntlet has been thrown, what hat will be next?
Vimal Patel, Owner and General Manager, presented Alex Dupuis, the front desk supervisor, with the Yes I Can! Award. Alex is consistently mentioned in Medallia for providing service from the heart. One touching story involved a guest who had her purse stolen while visiting the city. She had intended to visit her sick mother but without id, cash or a credit card was without means to do so. Alex wanted to help the woman in some way and decided while she could not bring back her purse, she could at least provide the woman with money for bus fare so she could visit her mother. In Alex’s words, “You could just see the relief on the woman’s face. She was so touched!”.
But there was more to come! Vimel wanted to recognize a second employee as well. Vu Huy, the bartender and p.m. shift supervisor was recognized for his exceptional Yes I Can! attitude and great teamwork spirit! From the applause, it was evident that Vu is a staff favorite as well as a favorite with guests.