Thursday, March 18, 2010

Hotel clerk with great ideas

As I arrived at the hotel for my conference, I had a delightful experience with Jennifer, the clerk that checked me into the Rosen Shingle Creek hotel in Orlando, Florida. As she was completing the guest registration process, I fumbled the key card and dropped it into a hole in the front desk counter. She handled my butterfinger move with professionalism and grace and I didn't feel embarrassed at all. I asked her about how many guests drop cards and she said it happens a lot and it took a few seconds for her retrieve the card from the hole below. We then starting talking about how this room card hand off process could be improved and I was amazed at the number of small changes that Jennifer had at the tip of her tongue on how to make her work easier. I certainly hope that the Rosen Shingle Creek front desk manager listens to her ideas for improved processes and I encouraged her to write them down and share them.

Every company need more Jennifers.

Organizations spend thousands of dollars on training employees on their processes and here was a person that just naturally thinks as a kaizeneer. How cool. Our conversation lasted a few minutes and she shared several of her ideas and they appeared to flow effortlessly from her mind. Can you imagine that kind of extraordinary service hotels could offer if they would implement the improvement ideas from front line staff?

What have you improved today? Jennifer improved my day!

Dan Lafever

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