June 28, Cleveland Airport, Ohio
The morning manager’s meeting focused on decreasing problem incidence and exceeding guest expectations during the renovation. The management team put together some strong action plans on how to improve employee morale and always check for guest satisfaction. The team of 8 managers including General Manger Eric Cybulski and Alan Brand – Senior VP of Operations Twin Tier Hospitality Mgt Co. - left the meeting energized and ready to “take on” the rest of the renovation and celebrate the opening of the lobby.
The employee rally in the afternoon was attended by over 30 employees who were enthusiastic and excited to share some recent examples of ‘Surprise and Delight’ at the hotel. The employees actively participated in the meeting and activies, stating that this was one of the most “fun” meetings that they have had at the hotel.
The Yes I Can! award winner was Anita Monger, room attendant. A guest had accidentally knocked their expensive watch into the trash can in their room. The following day, the guest noticed the watch was missing and pointed out that it may have been accidentally discarded in the trash. Upon news of this, Anita enlisted the help of two supervisors and physically went through the trash bags in the dumpster from the previous day, finally securing the watch and returning it to the guest.
