www.calodging.com November + December 2024 21 Q: In your opinion, what is the most effective way to handle a guest complaint to turn a negative experience into a positive one? For people visiting the first time, we try and ask what brings them to town which will open up opportunities and possibilities to connect. A chalkboard greeting or heart-shaped towel on a bed can go a long way! Guests are often blown away when we mentioned something they talked about or even greet by name before we look at their ID! Our guests love it. If someone mentions something they really appreciated or enjoyed during their stay, I will update their profile or keep a note handy to remind me to do the same on their next stay. NATALIE SALINAS, General Manager, Holiday Inn Express & Suites, Dinuba, CA Q: What strategies or practices do you use to personalize guest interactions? The easiest way to build a conversation is complimenting a guest’s hair, outfit, or car. In my experience, it has led to great responses like, where they get their hair done or what their favorite stores to shop at are, and with the cars sometimes they bought it because they received a promotion or a milestone was accomplished and, to me, that sets the tone for their stay because here at La Quinta we aren’t only here to check you into your room we’re here to celebrate you as well. We are just as thrilled as our guests for their experiences and accomplishments. MALIA NORDHAUS, Front Desk Lead, La Quinta by Wyndham, Galt, CA Q: How do you ensure that every guest’s (or group’s) experience exceeds their expectations? We recently had a group in house that prioritized health and wellness. We were able to work together with our culinary team to create a personalized menu that accommodated their healthy diets and lifestyle. We also like to create experiences for the groups that are distinctive and personalized to our property and its beautiful location. We work closely together with our guest services team to plan beachside bonfire parties that include fantastic views of the sunset and delicious smores. We have an artist that can draw the group’s logo in the sand to add that extra little splash of personalization. By creating all of these unique experiences for our groups, we exceed our guests’ expectations by going above and beyond to make them feel welcome. KYAIRA COLEMAN, Meetings and Events Manager for the Waterfront Beach Resort VOICES OF HOSPITALITY
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