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. People realize we're going an extra step to satisfy their needs. It makes the guest feel more welcome, helps people remember us as a step above.