Home2 Suites, like a lot of other hotel chains, is continually looking to technology to improve the overall guest experience at their locations. In doing so, they’ve realized that one of the most vital aspects to ensure a good stay is having the right people in the right place.
Challenge
With limited face-to-face interaction at check-in or check-out, Hilton and Home2 Suites shifted their focus to the breakfast hosts. This person or team is responsible for greeting guests in the morning and making sure they start off their day on the right foot. To spread the word of the importance of hiring the right team for this vital position, they turned to FoxFuel.
Approach
To inspire the nearly 300 locations to first staff the breakfast host position and then staff it effectively, we needed to share the story and success of the locations that are at the top of the guest experience rankings.
Solution
FoxFuel interviewed and showcased the top-rated breakfast hosts and franchise locations, detailing work experience, personality traits, and key focuses of the ownership, management and staff. The result is a 3-minute video that shows a mix of general managers and breakfast host answering questions and helping the guest to inspire the entire Home2 Suites team to invest in the crucial customer service position in an engaging and authentic way.
