Hotel Hospitality
I travel a lot and just when I thought service at most hotels had gone to hell a Marriott hotel front desk employee blew me away. I was staying at the Residence Inn in Rochester, NY. My laptop fell and ceased to exist. I had a seminar to present the next day and still had work to do and needed a computer. The hotel didn't have a general one for guest use. However Sophia did exactly what most companies would want. She figured out a way to help me!
The computer in the back office wasn't able to read my USB Flash drive so she opened up Housekeeping's office and allowed me to work on their computer for nearly three hours. She even checked periodically to see if I wanted anything to drink or needed any help. I actually did need help. I was trying to get music files loaded and that computer didn't have the capability. Sophia called another Marriott property next door and asked if they had a computer "we" could use. (She said "we", not "a guest", she made herself part of the project and took ownership.)
She walked over with me and did the download since I didn't know how. She even offered to drive home at the end of her shift (nearly midnight) to bring me a CD if I needed it. I was shocked!
I have incredibly high standards and it was amazing how Sophia went above and beyond the call of duty. Perhaps we can train other employees to do this, but a big part is for companies to hire the right people where this behavior comes natural to them.
Companies get measured when a customer has a problem, and the Marriott has a competitive advantage with Sophia on their team. How may Sophias does your company have?
The computer in the back office wasn't able to read my USB Flash drive so she opened up Housekeeping's office and allowed me to work on their computer for nearly three hours. She even checked periodically to see if I wanted anything to drink or needed any help. I actually did need help. I was trying to get music files loaded and that computer didn't have the capability. Sophia called another Marriott property next door and asked if they had a computer "we" could use. (She said "we", not "a guest", she made herself part of the project and took ownership.)
She walked over with me and did the download since I didn't know how. She even offered to drive home at the end of her shift (nearly midnight) to bring me a CD if I needed it. I was shocked!
I have incredibly high standards and it was amazing how Sophia went above and beyond the call of duty. Perhaps we can train other employees to do this, but a big part is for companies to hire the right people where this behavior comes natural to them.
Companies get measured when a customer has a problem, and the Marriott has a competitive advantage with Sophia on their team. How may Sophias does your company have?