Picture this: It’s 118 degrees outside. Yes, that’s right, a scorching one hundred and eighteen degrees. I arrive at the JW Marriott in Palm Desert, drenched in sweat from merely existing in the heat. I park my car in the short-term registration area, hoping my flip-flops wouldn’t melt into the pavement, and head inside, where I’m greeted by a blissful wall of air conditioning.
As I approach the front desk, I see a swarm of employees, each one expertly juggling guest requests like seasoned circus performers. There are about six of them, all busy, and I’m mentally preparing myself for a long wait. But then… out of nowhere… like a desert oasis… I see her: Kara. Smiling so big it could melt the already melting asphalt outside.
She locks eyes with me and starts walking over with purpose. Naturally, I check over my shoulder because surely, she couldn’t be coming for me, right? Wrong! She marches right up and says, “Hi, I’d be happy to get you checked in. Come this way,” with the kind of warmth that made me forget I was roasting.
Kara leads me over to the side of the desk, motions where I should stand, and then gracefully hops behind the counter, ready to work her magic. First off, she uses my name multiple times during our chat. A small thing? Maybe. But it made me feel like royalty. Then, with the finesse of a seasoned butler, she hands me back my ID using two hands. Fancy, right?
She proceeds to give me the lowdown on all the restaurants in the hotel, even throwing in a playful, “Let me tell you my favorite – but don’t tell anyone.” Now, who doesn’t love insider tips?
The cherry on top? Kara checks the room I’d reserved (standard queen, nothing fancy) and pauses dramatically. “You know what? I’m going to upgrade you. The view from this room is amazing—especially at night with all the lights on.” I didn’t know what I’d done to deserve such kindness, but I wasn’t about to argue with an upgrade!
And, just when I thought it couldn’t get better, she gives me VIP parking tips for easy access to my room. She even offered to look up my Marriott rewards number using just my email to make sure I got my points. Efficiency, thy name is Kara.
Here’s the kicker: Three days after my stay, I get an email from Kara herself. It wasn’t your run-of-the-mill “Thanks for staying” email either. No, Kara included a personal message asking me to tag her on my blog so she could read my posts and find ways to improve how she interacts with guests. I mean, talk about going above and beyond!
Strategies that Turn it Around:
- Personalize Every Interaction: Use the guest’s name multiple times during the conversation. It instantly makes the experience more personal and memorable.
- Look for Opportunities to Upgrade: Whether it’s a room with a better view or parking tips, small upgrades can make a huge impact on the guest experience.
- Follow-Up with a Personal Touch: A follow-up email with a personal message shows the guest that you truly cared about their experience, even after they’ve left.
Remember: It’s the little things—like a smile, a thoughtful gesture, or a genuine follow-up—that turn a good service experience into a great one.