Cathia and Cicero from the Engineering Team at the Hilton São Paulo Morumbi!!
With 907 votes, they won for the story "For better of for worse", a great story of friendship, compassion and team spirit.
In recognition for their great efforts towards satisfaction, not only of our guests, but also of our Internal Customers, the hotel issued an extra U$D 350 check for them.
Hilton São Paulo Morumbi deserves recognition for achieving the 2nd and 3rd places with the stories "Elevator Crisis" and "Hilton modern-times Cinderella".
They all received a surprise coffee break, a cozy award ceremony with recognition certificates, and a special phone call: Tom Potter, VP of operations of South America (former General Manager of the hotel).
You can see all the excitement of the party on the video above.
One more story won an unexpected prize: "Basic Human Principles: Helping others" by Cesar, at the Hilton Mexico City Reforma won a U$D 250 check in recognition for touching the judge's hearts with his selfless act of helping someone in need, even when she wasn't our guest.
To all the participants... our most sincere thanks!
To all our guests, hope we have the chance to touch your hearts in the near future. If you visit one of the hotels featured on this blog, don't forget to stop by and say hi to our wonderful Team Members!
Friday, October 15, 2010
Thursday, September 30, 2010
Catch me at My Best II: Lost bag
"I caught Angelo at his/her best!
Angelo was amazing! On our first day, we went to Viejo San Juan. When the cab dropped us off, we realized that a bag was left behind. We spoke to Angelo who said he would try to catch the same cab driver. Angelo later called to say that he sad our bag! Amazing service! "
By El San Juan Hotel & Casino - Waldorf Astoria.
Angelo was amazing! On our first day, we went to Viejo San Juan. When the cab dropped us off, we realized that a bag was left behind. We spoke to Angelo who said he would try to catch the same cab driver. Angelo later called to say that he sad our bag! Amazing service! "
By El San Juan Hotel & Casino - Waldorf Astoria.
Catch me at my best!
Another way we use at Hilton to monitor our guests' satisfaction is the "Catch me at my best!" survey. It's a form that any guest or team member can use to nominate someone who went the extra mile or did something special.
This is one example from El San Juan Hotel & Casino - Waldorf Astoria:
"I caught Frances at his/her best!
Frances was very accommodating when I requested an upgrade. She was also very pleasant to work with. A couple of days later, I observed her when she encountered an extremely upset customer. I admire the way she handled herself professionally and calmly, even though the customer was particularly vocal. Frances is a 1st class lady!!!"
This is one example from El San Juan Hotel & Casino - Waldorf Astoria:
"I caught Frances at his/her best!
Frances was very accommodating when I requested an upgrade. She was also very pleasant to work with. A couple of days later, I observed her when she encountered an extremely upset customer. I admire the way she handled herself professionally and calmly, even though the customer was particularly vocal. Frances is a 1st class lady!!!"
Go the extra mile
We found this nice sample of great service on TripAdvisor.
Here, the guest tells us about his great experience at El San Juan Hotel & Casino - Waldorf Astoria.
Here, the guest tells us about his great experience at El San Juan Hotel & Casino - Waldorf Astoria.
"I spent 8 days at the Hotel San Juan with my family and had the best time ever. The hotel is wonderful, beautiful inside and out and truly a glorious Puerto Rican Landmark. What really impressed me was the courteous and gracious attention I received from the staff;especially, Angelo Berrios.
Shall we clean... together??
Have you ever read the book "Fish"? It teaches how to make your work fun and make someone else's day.
What if you taught a guest how to make a bed like a professional, and have fun together doing so?
What if you taught a guest how to make a bed like a professional, and have fun together doing so?
Generating close relationships
Hilton Mexico City Reforma, keeps sending us great service stories:
Estaba en una habitación del piso 23 haciendo la 2309 cuando llegaron los huéspedes el matrimonio empezó a platicar conmigo y su espesa me pregunto si tenia hijos y le dije que si, y le seguí la platica hasta que nos enteramos mutuamente de donde radicábamos. Ellos eran de Ecuador y habían venido por invitación de su hijo que les reservo en este hotel. La plática se volvió amena como si nos conociéramos de mucho tiempo, me enseño las fotos de su hijo y nietos en su casa de New York de su hija la más grande. Fue muy padre, cuando un huésped nos trata con tanta familiaridad.
by Antonia, housekeeper
The Lord of the Rings!
Elsa, a housekeeper from the Hilton Mexico City Reforma, started talking to a guest... who turned out to be a famous actor!
Hubo una ocasión que entre hacer la limpieza de una habitación, el huésped hablaba inglés y al contestarle en ingles se sorprendió y empezamos a platicar. Ese día el huésped estaba preparando café y me invito una taza para conversar un rato con él; me platico que era actor en Hollywood, prefiero guardar su nombre, pero me dijo que había estado trabajando en la película de “El señor de los anillos”; después del café termine de hacer su limpieza y me dijo que le había agradado platicar con alguien, me dio las gracias y salí de la habitación.
Hubo una ocasión que entre hacer la limpieza de una habitación, el huésped hablaba inglés y al contestarle en ingles se sorprendió y empezamos a platicar. Ese día el huésped estaba preparando café y me invito una taza para conversar un rato con él; me platico que era actor en Hollywood, prefiero guardar su nombre, pero me dijo que había estado trabajando en la película de “El señor de los anillos”; después del café termine de hacer su limpieza y me dijo que le había agradado platicar con alguien, me dio las gracias y salí de la habitación.
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