Five hundred hotel stays over the last three years and this is a first. I screamed at our staff. Told them Kim's quote. They gave her a standing ovation on the spot. Over the phone I could hear Kim blushing.
Memorable service is about surprising someone.
I was flabbergasted. I asked Kim what the reactions are to her call. Surprised, very surprised. It makes the guest feel more welcome, helps people remember us as a step above. Pleased, valued, thought of.