Item: I have only stayed at a W hotel once before and I hated the experience.

Item: I am staying at the W San Francisco and would return in a heartbeat!

W Hotels are cool and funky and I am not! When I first entered the one in which I originally stayed in another CA city, I was put off by the flip-flop-wearing staff, the (too) low (for anyone older and/or with knee problems) lobby/bar furniture, and incredibly dark guestroom hallways, and the room with innovative albeit odd-for-me furnishings.

When the client for whom I am in SF told me my guestroom was at the W, I grimaced and confess to being tense on arrival.

What made the difference? Or rather, who?

Jodi Sosnoff, the Res. Manager, that's who.

She came out to greet me, told me (and the front desk clerk) that my room was in fact ready for early (after a long flight from DC) check in, and was warm, gracious and kind.  It made all the difference in the world in my attitude about being here. (And she wasn't wearing flip-flops!)

Then I fell in love with my room - its glowing pink Buddah, the wonderful foot massager under the desk, the plethora of electrical outlets, the people, the Origami butterflies, framed, in the bathroom, the incredible lox and (good!) bagel 'n' lox and coffee breakfast, and more - and the Hotel.

I am glowing (like the Buddah) about it because Jodi made the difference in how I perceived the hotel and my reactions to it all.

Oh I still feel old(er) and Midwestern - both of which I am! - and yet, I feel comfortable because Jodi made time to greet me.

As you select or host site inspections, check in guests, do you really consider and train to include the personal touch? It may make the difference in perception and reality ..and whether meetings are booked and guests return.

 We are, afterall, still a relationship business.