Crowne Plaza Wilmington North, Claymont, is a recent recipient of the InterContinental Hotel Group’s Year Over Year Improvement Award based on its consistently rising “Guest Love” scores.
The hotel has also boosted its internal guest satisfaction scores by almost 20 percent over the past year. Both achievements were attributed to the hotel’s Wow Program.
“The Wow Program has been the secret weapon behind our ability to create memorable stays for our guests,” says Director of Sales Julie Shaw.
CPWN’s WOW Program began in October ‘16 as a suggestion from Real Hospitality Group, which manages the property. Staffers initially shared a variety of bonuses with guests, including room upgrades and coupons for drinks and breakfast. When they saw the enthusiastic responses that these perks made possible, the entire team decided to get more creative – and more personal.
Examples include:
- A dinner and a heart-shaped bamboo plant for guests who donated unique antique toys in their original packaging to the hotel’s Toys for Tots drive
- At 4:00 a.m., cleaning the snow off of a car, and warming the car up, for a guest from the South who wasn’t used to winter weather
- Wrapping of a holiday gift by a hotel sales executive for a guest who was late for a black tie company event
- Coloring books, crayons, iced tea, a movie pass, and popcorn for an energetic youngster who had driven 11 hours with his very tired mom from Georgia.
Real Hospitality is based in Ocean City, MD.
