How is it that housekeepers and bell staff at a midrange hotel overlooking a Costco gave their organization higher marks for quality than employees at any other workplace in our survey?
Possibly it's because they're encouraged to define quality for themselves, and to do it on the fly.
As part of their "service recovery training," the Crowne Plaza Valley Forge's 150 employees are given the go-ahead to resolve any guest problem that they notice with a solution that they feel will not only satisfy but also surprise that guest - as when a bartender who overheard a traveler grumbling about a room offered an upgrade to a suite.
"We've got good people who can think on their feet," said general manager Bob McGowan. "I don't have to tell them what to do."
What employees said:
"We all are very good at what we do!"
"It is a rewarding and fun place to work."