Dreammakers
The Dreammaker Program encourages our line-level employees to go the extra mile for guests in order to transform them from simply satisfied customers into genuinely loyal guests.
Relying on a limited budget and entrepreneurial thinking by our staff, thousands of dreams have been created at our properties, from finding favorite newspapers and arranging special anniversary surprises to facilitating a toddler's first birthday party. A couple of our favorite Dreammaker stories follow below.
While calling to confirm his late check-in at the Hotel Del Sol in San Fransisco, Mr. Herbert mentioned how upset he was to miss the Oklahoma basketball game. Andrew at the front desk took the initiative to tape the game. Upon check-in, Mr. Herbert found a video of the game, a six-pack of beer, and a note reading, "Enjoy the game from the staff at the Del Sol!"
At the Waters Edge Hotel in Tuburon, realizing a guest's son was as big a Giants fan as she was, Lynda created a great surprise for the young man. She put together a gift basket filled with candy, sunscreen, and a children's book that had been left in the lost and found for him to donate at a book drive the team was hosting that Saturday. She also arranged a surprise tour of the Giants' "Cove Patrol" boat, which docks next door to the hotel. The young man and his parents were thrilled to find such a surprise awaiting him!
