Ownership: Your Guests Tell the Story
By Marcus Nicolls Senior Vice President and Business Unit President, Partners in Leadership (PIL) | May 03, 2015
Want people to say good things about your hotel? The key: create a guest experience like this one from the Hyatt Regency in Chesapeake Bay. A colleague of ours had arrived to give a keynote address to a large global audience. He arrived dog-tired after an intense client schedule the prior few weeks. He was exhausted and thoroughly spent-and it turns out he had contracted the norovirus on his trip. Now in Virginia, it hit him in full force at what couldn't have been a less opportune time. At check in, he mentioned he wasn't feeling well, and after barely making it to his room, he dealt with this violent illness as most of us would-curling up on the floor and wondering how he would make it through the night.
Within a few minutes, there was a knock at the door. He literally crawled to the door and was astonished to see the front desk clerk with a complimentary ginger ale and bottle of Pepto-Bismol. Oh what a relief it was! Clearly, he thought, this is above and beyond the call of duty. Our colleague expressed thanks as well as he could and went to bed. In the morning, he was still sick and in no position to give his speech. He arranged for a colleague to fill in while he continued battling the sickness.
By early afternoon, and still clutching the empty ginger ale bottle, there came another knock. This time it wasn't the front desk clerk, but the property manager with another ginger ale, a bowl of soup, a box of saltine crackers, and a "get well soon" card from the staff.
"Is there anything else I can do?" the manager asked.
"Well, when I was growing up," our colleague responded, "my mother would give me popsicles. Boy, could I use a popsicle right now."
"I'm on it," was the manager's reply.