Radisson Yes I Can

Wonderful Guest Letter about Yes I Can! Service at the Radisson Hotel Admiral Toronto-Harbourfront

Mon, 29 Apr 2013 09:59:02 -0500

Radisson Chicago O'Hare

Tue, 23 Apr 2013 10:01:11 -0500

Great Photo from the Radisson Chicago O’Hare at a Yes I Can! activity session!

Yes I Can! Story from Radisson Roseville, Minnesota

Mon, 22 Apr 2013 02:01:11 -0500

This is a great story about Yes I Can! Service and dedication. Congratulations Kathy on a job well done!

__________________________________________________________

“About six months ago, Kathy was serving a table that was here celebrating their anniversary. They were regulars that Kathy had waited on many times before. The couple wanted to have their picture taken to commemorate their anniversary but their camera was broken so Kathy offered to take a picture with her camera, have it developed and give it to them on their next visit.

Not only did Kathy take their picture, she developed it, had it framed, and carried it in her purse every day for six months in the off chance they would come back during one of her shifts. It turns out, the couple had some family emergencies and weren’t able to come in until just recently. Fortunately, Kathy was working the night they came in and presented them with the framed photo from their anniversary months earlier.

The wife, Kathy, and even other staff members who witnessed, were all moved to tears and the couple later mailed Kathy a thank you letter.”

____________________________________________________________

Wonderful Guest Story from the Radisson Hotel Phoenix-Chandler, Arizona

Fri, 19 Apr 2013 02:00:43 -0500

Guest Letter about the Radisson Milwaukee North Shore, Wisconsin

Thu, 18 Apr 2013 03:00:54 -0500

“I wanted to let everyone know this hotel has amazing customer service!

Robin, the night manager saved my life. I was to check out on Monday and Robin the night manager on duty called to see if I was going to check out and I told him I was too ill to move from the bed. He came up to check on me and called 911. I had serious internal injury and lots of surgeries since. While I am still in the hospital, Jason, the manager, and the hotel staff are taking care of my dog. Jason also gave me his cell phone for if I needed anything at all while I am in the hospital, and has helped take care of my dog and make sure that it is well fed.

Jason has kept calling me to check on me and knows I will be returning to the hotel, after my hospital stay so I can rest before traveling again. The manager Rob brought me my clothes to the hospital and all the staff has been just amazing! I cannot thank them enough! I will tell all my friends and family about this amazing hotel and its customer service! I was a Hilton Honors member, but from now on I am only staying at a Carlson Hotel.”

Wonderful Story from Radisson Suites Tucson!

Mon, 15 Apr 2013 17:02:07 -0500

Read below for a great story of Yes I Can! attitude and community service from our Radisson Suites Tucson.

_________________________________________________________

On November 18, 2012 Sgt Robert Carpenter of the Tucson Police Department was shot while responding to a break-in call. He survived and was in critical condition after life saving surgeries at the University of Arizona Medical Center.

Upon learning of the incident, Ellen Jimenez, Associate Director of Sales, reached out to the City of Tucson who regularly books group conferences with the Radisson Suites Tucson. She wanted to offer her support and help support the family if she could. Ellen learned that they had meals offered via Police Associations for Thanksgiving Day and nothing otherwise. She then spearheaded up the campaign to ensure the family of our officer who was shot on the job had meals and knew that the city of Tucson supported the family. After sharing her idea with the team at the hotel, immediately requests came in. Meals that were provided were both homemade and catered by the following team members of the hotel, many signed up for more than one day:

Chef Duncan Bulkley, Executive Chef of hotel
Sharon Woodruff, Director of Finance
Mike Hanog, Front Desk Supervisor
Daniel Romero, Director of Revenue
Lejla Spasojevic, Director of Housekeeping
Dilisha Patel, Convention Services Manager
Ellen Jimenez, ADOS

Ellen also reached out to the community and for the days that were not taken by the Radisson team for their assistance as well.

The team of the Radisson also brought in magazines, cross word books which were given to Mrs. Carpenter and family to help fill in the hours of waiting while Sgt. Carpenter slept.

Ellen delivered the meals almost daily to the family and became very close to Sgt Carpenter’s wife Cindy, son Jordan and daughter Erin. They have become an extended family of the Radisson Suites Tucson. Sgt Carpenter is recovering and a walking miracle. He was able to go home just in time for Christmas and as an outpatient continue his recovery.

__________________________________________________________

Great Job to the entire team at the Radisson Suites Tucson!

Guest Story from Radisson Blu Aqua Hotel, Chicago

Mon, 15 Apr 2013 03:01:05 -0500

See below for a great story from a guest at the Radisson Blu Aqua Hotel, Chicago!

__________________________________________________

Hello Pierre-Louis

I just wanted to send you a quick note having returned from the Carlson Conference.

I forgot to pack any ties for the event and on realizing I went to go and buy one, at this point your Head Concierge intervened, when I told him that I needed the nearest store that sold ties he asked me the reason, which I explained, he said that he would willingly bring in a blue tie for me to borrow the next day. It was snowing so I gratefully accepted his offer.

The following day I had a choice of 3 blue ties.

I have to say I think that his can do attitude and general consideration was exceptional

Congratulations on having him in your team!

Kind regards,

Andrew

___________________________________________________

Outstanding “Yes I Can” service at the Radisson Whittier, CA

Thu, 11 Apr 2013 06:00:59 -0500

This wonderful story was shared with the Blog by the Hotel Management team:

Our hotel has a high volume of international travelers who are often coming to stay in the United States for a while and travel with significant amounts of funds.

This past Saturday night at the Radisson Whittier California, one of our guests, lost his back pack which contained significant dollars – for the entire group. The guest was in a total panic and inconsolable – as he was a tour guide for a group from China and was responsible for the funds during their travel. Hours later the Security Guard, Juan Q located the back pack with all the funds intact and returned it to the Chinese Tour Guide. Juan’s actions not only helped “Save the Day” but also made this a very memorable trip for the tour guide and his group.

Congratulations to Juan for his outstanding service to our guests and hotel!

Enjoy this photo from the Radisson Hotel Fisherman’s Wharf...

Mon, 08 Apr 2013 09:15:00 -0500

Enjoy this photo from the Radisson Hotel Fisherman’s Wharf “Chow line” during our “Checking for Satisfaction and Thanking the Guest YIC activity luau 2/18/2013; also, celebrating achievement of 2012 GSI goal.

Radisson Hotel Yuma The Service Activity-Checking for...

Thu, 04 Apr 2013 14:03:06 -0500

Radisson Hotel Yuma

The Service Activity-Checking for Satisfaction & Thanking the Guest was awesome. The employees were able to gain perspective for the importance of checking for guest satisfaction versus assuming so because the guests are not complaining. This activity played tricks on the mind. You initially saw a picture but as you continued to look, different pictures came out at you.

This was a great correlation to how sometimes we see what we want to see like the guest being satisfied with our service. In truth the guest, many not be satisfied with our service. It is only when we ask with a sincere H.E.A.R.T. that we find out how we are doing.

We had many great comments from the employees on how this activity helped them open their eyes to what may lay underneath or hidden. Keep the activities coming, as we cannot get enough.

Yes I Can! Story from Radisson Aruba

Mon, 25 Mar 2013 02:00:55 -0500

Below is a great story sent into the blog from the Radisson Aruba Resort, Casino & Spa.

“ Beautiful thing happened today. I had to deal with a very angry lady who had come back to her room to find it had been cleaned and there was a bunch of flowers in a vase (she was on single occ). She wanted to know who had been in her room and why there were flowers there, as she hadn’t ordered them. I said we would investigate. So we checked the door locks and the only entry was the guest and the room attendant. Sergio interviewed the room attendant, and she said she had picked the flowers herself in the gardens and put them in a vase for the guest as she had realized while cleaning the room that it was the guest’s birthday today. We told the guest, and she was completely overwhelmed with the gesture. The room attendant Andrea F. was called up to the room, and there was a lot of tears and hugging (from the guest), as the guest said she had never experienced such an innocent and beautiful gesture in her life.”

Radisson Hotel Nashville Airport Yes I Can Service Activity...

Fri, 22 Mar 2013 10:30:27 -0500

Radisson Hotel Nashville Airport Yes I Can Service Activity Photos.

Guest Letter from the Radisson Aruba

Mon, 11 Mar 2013 13:01:10 -0500

Most of our guest letters that we feature on the blog are letters we have received from our guests after they have departed the hotel. This letter comes to us from a potential guest before they have even booked their trip! Read below to learn how saying Yes I Can! everyday, in our emails, review responses and service can make a difference to all of our guests.

Dear Sirs:

I felt I needed to pass on this correspondence as I am so hugely impressed. I am a very loyal guest of a competitor hotel, in which I have accumulated significant points with them through my extensive corporate travelling, and in my private capacity I enjoy using these points to travel with my wife. I have been researching resorts in Aruba, and naturally I would automatically book this hotel. Tripadvisor tells me another tale however, and the mere fact that your General Manager in Aruba can be bothered to respond to the negative reviews is one thing, however every review has a response. A genuine, caring and human response. He seemed like the real thing and not some drone PR company. So I emailed him. Please see the correspondence below, and why we are now booking the Radisson in Aruba for our June vacation.

I am so impressed with this correspondence. I have really enjoyed dealing with another human being, and someone that actually genuinely cares about our one little booking. I am still waiting for the General Manager at the competing hotel to even respond to my email 5 days ago, and quite honestly nowadays its very rare that GM’s even respond at all, normally some lacky sends off a standard email of acknowledgement. The days of true hospitality are so long gone, and it is a candle in the darkness to deal with your General Manager. You are obviously doing things right at CarlsonRezidor and I must congratulate you.

Thank you, I will be booking at the Radisson in Aruba.

Sincerely,

Steve & Marla B

_________________________________________________________

Email excerpts:

From: Steve B [Sent: Thursday, February 28, 2013

To: RD-Aruba Resort, Aruba (Mark Lyttleton - Frances - General Manager)

Subject: RE: Upcoming Trip to Aruba

Hi Mark,

My wife and I are planning a week in Aruba, most likely the first week of June, I am a (competing hotel) loyalty member and normally would automatically book with them. I am exploring various hotels on the Internet and frequent Tripadvisor quite frequently.

The reason I’m writing you is to commend you. When I read the reviews, both good and bad, of your hotel by other travelers I always find a response from you. And they are genuine. The impression I get is that you truly care about your clients, which is refreshing.

For this reason (among others) we will give serious consideration to the Radisson……..

As stated above, it’s nice to see someone who cares. Keep up the great work and perhaps we’ll see you in June!

Regards,

Steve and Marla B

__________________________________________________________

From: RD-Aruba Resort, Aruba (Mark Lyttleton - Frances - General Manager)

Sent: Thursday, February 28, 2013

To: Steve B

Subject: RE: Upcoming Trip to Aruba

Dear Steve & Marla,

Thank you so much for taking the time to email me. I do appreciate it, and we would love to welcome you to the Radisson family in Aruba in June. ……………I apologise for the delay coming back to you, however I have been having the most fabulous time at our annual CarlsonRezidor conference in Chicago for the last 3 days. Emailing from an iphone is never fun, so forgive me for the brevity of my response…….. Why don’t you look at joining Club Carlson in the meanwhile? www.clubcarlson.com

I look forward to hearing from you.

Kind regards

Mark Frances |General Manager

________________________________________________________

From: Steve B
Sent: Thursday, February 28, 2013
To: RD-Aruba Resort, Aruba (Mark Lyttleton - Frances - General Manager)
Subject: RE: Upcoming Trip to Aruba

Mark,

Thank you for your response. I will chat with Marla and we will let you know. Enjoy your conference. Thank you too for not just passing us off to reservations. We will certainly consider joining Club Carlson.

Regards

Steve and Marla

______________________________________________________

From: RD-Aruba Resort, Aruba (Mark Lyttleton - Frances - General Manager)

Sent: Thursday, February 28, 2013

To: Steve B

Subject: RE: Upcoming Trip to Aruba

Dear Steve & Marla,

It is my pleasure. There is never any need to pass folks off to reservations. I will be your personal vacation planner for now, and am sure we can get a booking sorted out for you……. Welcome to our family at the Radisson, I look forward to meeting you when you visit us in Aruba in June…..even if you decide to finally make use of your points at the other hotel…. I would be more than happy to show you around the Radisson

Whenever you’re ready Steve, I’ll be looking forward to your vacation decision.

Kind regards

Mark

_________________________________________________________

Using the Guest's Name - Yes I Can!

Fri, 08 Mar 2013 10:01:21 -0600

“The Radisson Hotel Reagan National Airport held a contest for each department to create a poster promoting Yes I Can! - Using the guest name. Each department had a lot of fun, creating posters to display around the back of the house to remind all employees to use the guest name. The contest also became very competitive between some departments! All in fun, of course. The posters were voted on by the executive committee and the Front Desk Department won the contest, and will be awarded a catered lunch from the restaurant of their choosing.”

Hotel Award Winners at the Full Service Brands Conference

Thu, 07 Mar 2013 06:00:39 -0600

On February 28, 2012 the last day of our Full Service Brands Business Conference, we honored the stars of our Brand for their roles in helping us achieve our Ambition 2015 goals.

Congratulations to all of our 2012 award winners!

New Hotel of the Year - Radisson Hotel Maiorana Belem, Brazil

Responsible Business Hotel of the Year - Radisson Poliforum Plaza Leon

General Manager of the Year - Mr. Zan Wagner of the Radisson Hotel Colorado Springs Airport.

Employee of the Year - Mr. Pasoto Odwar of the Radisson Hotel Nashville Airport.

Hotel of the Year - Radisson Hotel Saskatoon, Saskatoon, Canada

Congratulations to our Yes I Can! Award Winners

Tue, 05 Mar 2013 15:02:12 -0600

Last week at the Full Service Brands Business Conference it was an honor to celebrate with our award winners. This year we introduced the new Yes I Can! Award for 2012. In our first year we had a tie with two award winners!

Our first award winner was the Radisson Hotel Corning. They have had an exceptional year with 100% score Yes I Can! QPR inspection, Top quartile in Medallia metrics and significant increases in GSI and SPI. Michele Donegan, General Manager and her team review Medallia, Revinate and CSA many times throughout the day reviewing all guest comments in order to respond to each and every comment in a timely manner. Yes I Can! sets the hotel apart and gives them an incredible competitive edge against their comp set that others cannot duplicate.

Our second award winner this year was the Radisson Hotel LaCrosse. They also had a 100% score Yes I Can! , Top quartile in Medallia metrics, and increases in GSI, SPI and RGI. The team at Radisson LaCrosse review Medallia comment cards daily as well as 2^nd effort logs for opportunities to improve and share every Medallia comment, taking the opportunity to thank their staff for their efforts. They have a Yes I Can! incentive program where managers recognize employees efforts around Yes I Can!. Employees have an opportunity for instant gratification of a pop or candy bar or can accumulate for a number of different items/Gold Points with the top offering of a “day off with pay”.

Congratulations to both of our award winners!

Doing it Right-Service Activity at the Radisson Hotel in...

Wed, 06 Feb 2013 10:01:13 -0600

Doing it Right-Service Activity at the Radisson Hotel in Madison, WI

Great activity to reinforce our quality of service as well as the key Yes I Can behaviors with every guest every day!

Guest Letter

Fri, 01 Feb 2013 16:03:00 -0600

See below for an outstanding example of Yes I Can! Service by the Radisson Hotel Lansing! Well done team!

Mr. Rosenberg,

I had the pleasure of staying at the Radisson Hotel Lansing (Michigan) earlier this week, where several of your staff went far above and well beyond what could be expected to help me out in a pinch.

I work as a construction project manager for the federal government, and I had a pretty important meeting with a challenging set of stakeholders set up for first thing Monday morning. When I was getting dressed that morning, I realized that I had forgotten to pack my black dress trousers! I went down to the front desk to see if they could help me out, and one of your GSRs, Emily T., helped me track down a few different stores that sold dress clothing, including figuring out when they opened, and what sorts of price points I would be looking at.

Unfortunately, none of the options presented left me with much time to get to my meeting, and I was worried that I would be late (something that I personally find unacceptable). In a moment of frustration, I jokingly asked one of the parking valets if he would trade pants with me, and then I asked Emily if they had an extra pair of black pants from an unused housekeeping uniform that I could borrow. I didn’t expect anyone to actually do this.

Emily really stepped up to the plate for me, though. She called a member of the housekeeping staff and asked if they had any black trousers that were available, and if they could please press them and bring them to the front desk, which someone promptly did! Thanks to her quick thinking and action, as well as her dedication to service and frankly, just being helpful to someone stuck in a tough position, I made it to my meeting with time to spare. Nobody noticed my outfit (thank goodness!) and I made a strong impression. As a federal employee, I take my job seriously. It’s important that I represent the United States well when I meet with people professionally. Emily helped make that happen, and I’m grateful to her for the mission support.

I don’t normally write letters like this, but what Emily did literally saved the day. Thanks to her, I was able to carry out our mission that day without a hitch. I thanked her that day, but I feel strongly that she should be recognized, and I hope that she will.

Kevin R.

Guest Letter regarding a great stay!

Thu, 31 Jan 2013 14:48:46 -0600

See below for a letter from a guest of the Radisson Martinique on Broadway.

Hi Susan,

I can’t thank you enough for the wonderful Hospitality of the Radisson Martinique. We had such a wonderful time.

Our room was beautifully appointed and immaculately clean. We had an amazing view of the Empire State Building. What a nice treat to receive the delicious cake as a welcome amenity! We started at the bar at the Cafe Martinique where we met Kim, a warm and friendly person, full of lively conversation. We had a delicious cocktail and then were greeted by Jean-Phillipe, a lovely gentleman who gave us a complimentary bottle of Prosecco in celebration of my husband Tom’s birthday. We ordered the Spinach and Artichoke dip, which was probably the best I’ve ever had! The toast points served with it were a nice treat!

Later we dined at Le Petit Poulet. Our waiter was Clark, a knowledgeable and friendly guy, who promptly suggested a delicious Sancerre and Syrah. (he kept our glasses full the entire dinner) He started us off with a selection of cheeses and meat that were fantastic.

We continued on and had the escargots and the mussels….. EXCEPTIONAL! . Then we had the sea bass and T-Bone…equally as good. During our meal, Poppy came over on several occasions to check on us..what a lovely woman….. The meal ended with the creme brulee (which we ordered…my favorite).. Clark brought us over the bread pudding which was to die for! Needless to say, we needed to be carted out of there! What a meal!

We went exploring to a show at BB Kings, then a walk around the city…then a super comfortable sleep… We had a lovely breakfast the next morning…Tom said the coffee was the most delicious he’s ever had. We truly had the best time! I can’t really explain to you how nice it is to be treated like royalty!

We are looking forward to returning very soon.

Susanne L.

Service Activity #6 is on it way to you!

Thu, 31 Jan 2013 11:03:40 -0600

The next Yes I Can! Service Activity is focused on “Checking for Satisfaction & Thanking the Guest” and will be shipped to your hotel this week. It will contain the instructions for facilitating the activity along with some “hidden pictures” for the activity.

Our Yes I Can! Service Activities are designed to engage your team, explore new concepts, and enhance your existing Yes I Can! training efforts.

We want you and your team to have fun with the Activities. And, we want you to share your experiences with the Service Activities with all Yes I Can! Hotel Trainers by sending stories and pictures to our blog. Just click on the submit button at the top of the page!

For questions or help in getting your stories submitted to the Yes I Can! blog, please contact your Hotel Specialist at the Hospitality Support Services Center.

Thanks for your continued support of Yes I Can!