- Devotion to a culture of excellent service at the property
- Going “above and beyond” for our guests
- Seeks new opportunities for improvements and/or increased revenue
- Involvement in outcome of positive guest reviews
- Lead by example, their dedication, enthusiasm and loyalty to their team
Every day Felix embodies the word service. Each and every guest that walks in gets his undivided attention and care in order to ensure a perfect stay. But with service the unexpected leaves a lasting impression. We had a young guest who was staying with us for a couple of weeks and Felix knew it was his birthday, so he went out on his own time and bought the young kid some toys. He made sure to surprise the kid with these toys as he walked in from school that day. The kid was elated and couldn't stop smiling. Felix provided the unexpected service that WOWED this guest and these things are normal occurrences for Felix.
No one knows her Front Desk systems as well. Hannah is an expert in both Opera as well as Concerto and shares her knowledge willingly with other. She champions Brand Initiatives and challenges the team to exceed brand expectations in IHG Rewards Recognition.
Hannah demonstrates caring leadership & leads by example. I consistently see Hannah touching base with her team for the purpose of “checking in” and gauging their comfort with change and/or learn what can be done to improve his/her overall performance.
Financial Accountability: Hannah oversees Accounts Receivable as well. When she first took on the duties the hotel was owed a significant amount of money. After “untying the spider web” of invoices Hannah got the accounts in line and has kept them that way ever since. She is quick to respond to the accounts should they fall tardy and tenacious as a terrier with the client until the accounts are settled keeping the balances within tolerance.
We thank you for all you do!