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!!!"
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