A guest arrived to Marriott Cleveland
East late at night, hungry and tired from
travel. Of course, there were few food
options around at such an hour, so the
guest tried to get something from
Marriott’s kitchen. Unfortunately, it was
also closed for the evening. Understanding that few options were available, the night auditor of Marriott located the keys to the kitchen. Rather than
have a hungry guest, she made the visitor a sandwich.
Just about any hotel worth its salt can
offer you a comfortable bed, a few amenities you may have forgotten as you travel
and an ice bucket in your room. But
Marriott Cleveland East’s General
Manager Kenric A. Hall has his staff pay
special attention to one detail you don’t
usually get: A system to ensure that all its
guests’ requests and needs are met in a
timely and polite fashion.
From a company culture that has
employees carry cards with them at all
times to remind them that they are the
embodiment of customer service to “At
Your Service” agents that log guest
requests and set off a buzzer if they are
not answered within 15 minutes, Marriott
specializes in taking the stress of traveling away.
The key for Marriott is to understand
that guests don’t always have the option
to lean on anyone for service beyond the
hotel at which they stay. Beyond the personal touch of making a hungry guest a
sandwich, Marriott fine-tunes the ability
to help the guest at a comfortable distance. Doing things like surveys to
ensure the hotel is meeting the mark and
allowing guests to quickly sign in upon
arrival and then following up later with
a more detailed check-in phone call so
the guest isn’t stressed and to make sure
the customer understands the stay is
about him or her.
HOW TO REACH: Marriott Cleveland East, (216) 378-9191 or
www.clevelandmarriotteast.com
