In the hotel industry, the product
tends to be less important than the
service provided.
Marriott Cleveland East works hard to comply with companywide standards
and then goes beyond. Guests can
expect a friendly and helpful staff
whose main focus is to make the customer’s stay as comfortable as possible.
Frequent visitors
enjoy the Marriott
Reward loyalty program. However, in evaluating its repeat customers, General Manager Todd Raburn found
a number of visitors
who were missing the cutoff by small
margins, so he and his team developed
Silver Focus for these customers.
Raburn says the Marriott’s “At Your
Service” culture runs throughout the
organization, and his employees put
their hearts into every detail. Their diligent service has helped the location’s
customer service rating rank above
nearly 350 other North American
Marriott locations.
But, Raburn says, mistakes happen.
His team believes it is more important
to look at how the hotel rectifies the
errors than the errors themselves. And
Marriott Cleveland East accomplishes
this well.
At Marriott hotels, employees are told
to LEARN when a problem arises. The
staff is instructed to Listen, Empathize,
Apologize, React and Notify in the
event of an error. This system has
proven successful through customer
feedback, and the Cleveland East location’s staff has become the secret to its
success.
When an industry’s product is relatively standard across the board, it must
find an alternate way to prove its worth.
The Marriott Cleveland East does this
with its admirable customer service.
HOW TO REACH: Marriott Cleveland East, (216) 378-9191 or
www.marriott.com
