Page 86 - Harnessing the Management Secrets of Disney in Your Company

Never a Customer, Always a Guest 67

“This piece constantly disappears,” says John. “We have hundreds of
customer comments on how meaningful this saying was to them. Most of our
franchisors do not allow foreign objects in hotel rooms, but we continue to
leave it there and accept those ‘digs,’ if you will, because it’s an integral part
of who we are.” 19
“The Stranger within our Gates” inspired John to bring his team together to
create a Mission Statement and Codes of Conduct. Nearly every DHG manage-
ment meeting begins with a ritual recitation of both the Mission Statement and
Codes of Conduct. DHG Associates who carry the company card inscribed with
both creeds are awarded $5. For reciting both the Mission Statement and Codes
of Contact, an additional $20 is awarded. “It’s not about the money,” John
admits, “it’s about the importance of using the Mission Statement and Codes of
Conduct in our daily lives at Dunn Hospitality. Getting everyone on the same
page is difficult, but the Dream and Believe principles help us achieve this.”
Like Disney, Dunn Hospitality Group has a great reputation for han-
dling complaints. Each DHG employee has very specific responsibilities,
but a complaint from a guest is owned by the employee who receives it, no
matter whose area of responsibility the complaint involves. If you’ve ever
complained to a front-desk employee about the absence of coffee at your
morning seminar or a lack of toilet tissue in your room, the response at most
hotels was probably something like “You should talk to the banquet man-
ager” or “Housekeeping takes care of that.”
At a Dunn hotel, however, any complaint is solved directly by the per-
son receiving your complaint, from the front-desk manager to a bellhop or a
housekeeper. You can count on it.

The Dunn Hospitality Codes of Conduct

We Work while Others Enjoy Their Stay
■ We are open 365 days a year in all kinds of weather; convenience
for our guests is our aim.
■ We are here to make things easier for our guests.
We Create a Friendly Atmosphere
■ Two musts: Practice a friendly smile; use courteous phrases.
■ Maintain a neat, professional appearance.
■ Never complain or comment on operating or personal problems.
(Continued)