We’ve got some very exciting news coming out of the Legendary Hotel Makeover! Starwood Hotels and Resorts Worldwide announced that Four Points by Sheraton Biloxi (our Legendary Hotel Makeover winner) has climbed to be the third best in Guest Loyalty Composite scores out of the 107 hotels in the Four Points by Sheraton brand! Before we began working with them, they were ranked as low as 15th across the brand only two months prior.

I was happy to be part of the hotel makeover project and work with the Four Points by Sheraton in Biloxi.  In doing research about the hotel, I went to their website prior to my training session. This hotel is right on the Gulf of Mexico! What struck me right away is that when you walk in the front door, you can look straight through the lobby to the Gulf.

Written by Amanda Herder

The second part to our service training is what we refer to as skill kit training.  We provide managers and supervisors the tools to have a conversation about service with their staffs every day.   Service isn’t something you can focus on for a day and move on, it needs to stay alive long after the class has ended.