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Rick Ueno, General Manager Sheraton Chicago Hotel & Towers

Rick Ueno, General Manager Sheraton Chicago Hotel & Towers. Create Loyalty Beyond Reason By Building Powerful, Emotional Guest Experiences. Building World Class Brands at Starwood. Sheraton Core Values. Warm Comforting Connections. Think of Sheraton as…. Sight. Sound. Smell. Taste.

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Rick Ueno, General Manager Sheraton Chicago Hotel & Towers

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  1. Rick Ueno, General ManagerSheraton Chicago Hotel & Towers

  2. Create Loyalty Beyond Reason By Building Powerful, Emotional Guest Experiences

  3. Building World Class Brands at Starwood

  4. Sheraton Core Values Warm Comforting Connections

  5. Think of Sheraton as…

  6. Sight

  7. Sound

  8. Smell

  9. Taste

  10. Touch

  11. Everything Communicates • Sheraton.com • Welcoming Door Attendant • Open Skies Signature Scent • Smooth and Efficient Check-in • Lobby Florals and Music • Clean and Well-Maintained Guestroom • Fast Elevators • Friendly Telephone Operator • Appealing Breakfast Buffet • Warm Wishes Upon Departure Service and Product Matter It All Has To Communicate Warm, Comforting, Connections!

  12. Guest Experience Enhancements • Chief Experience Officer • Pre and Post Stay Communication • Sheraton Shakes Hands • SPG Recognition • Designated Check In Area • Scratch Ticket • Floor and Room Amenities

  13. Product – Sheraton Chicago Hotel & Towers

  14. People Make The Difference Our Guests notice our design, marketing and products But they remember our associates

  15. Hirefor Attitude Train for Skill Associate Success Model

  16. Hire For Attitude • Leaders • Branded Behavioral Interviewing • Selection Testing/Assessment • Final Interview with General Manager • Hourly • Branded Behavioral Interviewing • Final Interview with General Manager and Human Resources Director

  17. Train For Skill • Dedicated Training Team

  18. Associate Recognition & Accountability • WOW’s • Meeting Planner WOW Coin • Stellar Performer • 10 Spots • 7 and Below • Mystery Shopper Heroes • Associate Parties • And the BEST event of the year…

  19. Associate Boat Cruise

  20. How Do We Measure? Market Share Guest Satisfaction Index

  21. Why Market Share? Chicago Marriott Downtown Magnificent Mile 1,173 rooms 60,000 sq. ft Sheraton Chicago Hotel & Towers 1,209 rooms 120,000 sq. ft Hyatt Regency Chicago 2,019 rooms 228,000 sq. ft. Create Loyalty Beyond Reason By Building Powerful, Emotional Guest Experiences Hiltons Chicago 1,544 rooms 119, 200 sq. ft. Palmer House Hilton 1,639 rooms 22, 800 sq. ft.

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