"Heart of the House"

Summer Alvarado, Front Desk Supervisor, Radisson Hotel Sacramento, one of the Employees of the Year honored at the 18th annual SHA Hospitality Gala The Sacramento Hotel Association held its annual gala where they honored outstanding hotel employees - housekeepers, front desk clerks, cooks, bussers, guest service agents and laundry workers. It was a fantastic evening, built around a "Bollywood" theme. The honorees were given the royal treatment and were surrounded by their co-workers, families and friends to share in the evening.
 
The hotel general managers who introduced the employees emphasized the importance of customer service in the hospitality industry. Seems obvious, but it can't be taken for granted. Think about it: When searching for a hotel whether for meetings and conventions, a trip with your family or just a quick, quiet getaway, it's easy to make a selection based strictly on price. In fact, so much has been written lately on consumers seeking value, value, value.  But, what about service? How do you put a value on service?
 Chip ConleyConrad Hilton
Conrad Hilton founder of the Hilton chain of hotels espoused "esprit de corps," which involved motivating the staff to provide excellent service by making them responsible for whether the guests were pleased with their stay. Chip Conley, CEO of Joie de Vivre hotels,  in his book "Peak" writes about hotel guests who have their desires met, whether being greeted by name throughout their stay or receiving their favorite snacks in the room, can lead to a long-term and loyal customer.

Each and every boss from the participating Sacramento-area hotels shared that their employee went above and beyond to make the guest experience memorable.  They recognized that their hotel is the guest's home away from home. You can't put a price on the service and dedication of the hospitality worker.

They are the heart of the house.