Happy New Year!

Stay tuned! A new Gazette is coming soon!

Mibe Vibe

The pic above is a canvas that hangs in our living room and it contains a quote I’m sure you’re all familiar with. “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou

Creating memorable experiences for our guests requires us to be empathetic to their situations. Every guest arrives with unique expectations, emotions and circumstances. By approaching interactions with empathy, you can transform routine service into genuine hospitality.

Think about a time when you experienced service that blew you away and totally exceeded your expectations. What was it that made it memorable for you? Was it that the person immediately gave you a small discount to rush you through the process? Or was it how they actively listened to your concerns, acknowledged your feelings and owned getting the problem resolved. My guess is that it was the latter, their empathetic approach, that made it memorable.

That’s the power you have with each interaction with our guests. YOU have the power to create an experience that will have a lasting impact on our guests. Rarely will a 10% discount on a room leave the type of impression that guests will remember.

Using Empathy with Hotel Guests

In hotels, empathy isn’t just being nice—it’s what makes guests feel truly cared for. When you take a moment to see things from their perspective, you can turn even tough situations into positive experiences.

Really ListenGive guests your full attention. Let them finish explaining before jumping in. A simple “I get why that’s frustrating” goes a long way in showing you’re on their side.

Acknowledge FeelingsIt’s not just about fixing the problem—it’s about recognizing how they feel. Whether they’re stressed after traveling or excited about a celebration, noticing their emotions helps build a real connection.

Adjust Your ApproachEvery guest is different. A business traveler might want things quick and efficient, while a family might need extra patience. Matching your style to their mood shows you “get it.”

Own the IssueEven if something isn’t your fault, taking responsibility to help means a lot. Saying “Let me take care of that for you” can instantly ease tension.

Follow UpCheck back in after solving an issue. A quick “How’s everything now?” shows the guest you didn’t just patch the problem—you actually care.

At the end of the day, empathy is about treating guests the way you’d want to be treated if you were in their shoes. It’s those small, human touches that turn a stay from “just okay” into “I can’t wait to come back.”

NEW TIP CARDS headed your way!

These new cards are laminated heavy card-stock and will accommodate a dry-erase marker for each housekeeper to put their name on the blank line.  To ensure success for your team, please follow these easy steps:

When the tip cards are received, make sure you place a new card in every room.  Cards should be received by 9/5/2025.  Each housekeeper should have a dry-erase marker on their cart.  They should write their name clearly and legibly on the tip card.  Cards should last a while, but make sure housekeepers are checking each day that there is a card in the room and that their name can still be read easily.  If not, they should either rewrite their name or replace the card if needed. 

To ensure consistency across all RRI West locations, these cards replace all previous versions that may be in the rooms: envelopes, stickers, paper copies, etc.  Have questions? 

Please email David.gossard@rriwest.com.  A huge shout out to Gina and Karli and their teams for testing these at both Columbus Downtown and OSU!