The Radisson East Lake welcomed the Yes I Can! tour team on the last hotel stop in Cleveland. 8 managers joined the morning session and were excited for the Tour. General Manager, John Ritchie had just completed Yes I Can! Trainer certification in March and was eager to share his learnings with the management team.
The morning’s action planning focused on decreasing problem incidence and working towards obtaining the 2012 Yes I Can! Award. The team also placed a heavy focus on strengthening their Yes I Can! community and commitment to 100% guest satisfaction. After our managers meeting the team was looking forward to inviting employees to attend the afternoon rally to rejuvenate the Yes I Can! spirit in the hotel.
The employee rally was attended by 40 employees. The hotel showcased its food and beverage by offering a delicious spread of cupcakes and appetizers for everyone in attendance. The group was happy to share stories of “Making it Right” and Surprise and Delight.
Towards the end of the rally, John called up several staff to the front of the room to recognize them for being mentioned by name in Medallia, 3 or more times in the last month. Our Yes I Can! award winner wasSusan Curto who shared an emotional story about how the entire team work together, to welcome some guests from across town that had a bad experience in a competing hotel. Susan worked with guests to have them become fans and lifelong guests of the Radisson East Lake.