February 2023
Articles in
February 2023
If guest service agents think guests aren’t paying attention when they step up to the front desk, they should think again. Reviews posted on sites like TripAdvisor make the point loud and clear: Guests make important first impressions at check-in based on how they were treated and whether the process proceeded smoothly.
To ensure that franchised hotels maintain their brand standards, major hotel companies conduct surprise audits. Marriott International recently conducted such an audit of the Fairfield by Marriott New York Manhattan/Central Park. Much to the delight of general manager Yan Chung and her team, the hotel passed with flying colors.
M&R Team News this month spotlights associates at the Hampton Inn Marion in Illinois, who donate their time to a local animal shelter. What do all these employees have in common? While fully engaged in their hotel duties during their shifts, they also find working at the animal shelter outside of their jobs to be satisfying and enriching.
One of M&R’s benefits for eligible employees is legal aid, which enables employees and their eligible dependents to speak with a lawyer about any personal legal matter without having to worry about incurring high hourly costs. Benefits include legal advice, letters and calls made on the employee’s behalf, will preparation, contract reviews and 24/7 emergency access.
As a guest service agent at the Hilton Garden Inn New York Times Square South, Marie Valere never has a dull moment, checking guests in and out, answering guest questions about hotel services, the local neighborhood, transportation and a myriad of other issues. It’s clear why General Manager David Ruas calls the front desk “the heart of the house.”
Paola Tavarez’s career path at M&R is one more recent example of the company’s policy of recognizing associates’ hard work and initiative. Paola was hired last year as a guest service agent at the DoubleTree by Hilton New York Times Square West. A year later, having proven herself as a GSA, Paola has been promoted and now a front desk supervisor.
A couple who recently stayed at the SpringHill Suites New York Midtown Manhattan/Park Avenue, took an extraordinary a step to thank associates for a job well done. They singled out the hotel’s front desk supervisor, Jasmine Jones, and a guest service agent, Darrin Diehl, in a letter to the hotel and sent some small gifts for the unsuspecting pair.
The gang’s all here! The staff of the Fairfield by Marriott New York Manhattan/Central Park assembles for a group photo at Fogo de Chão Steakhouse Brazilian Steakhouse in Manhattan for their holiday dinner.
