How Small Moments Create Lasting Impressions

It's easy to get caught up in revenue projections, occupancy rates, and hotel operational efficiencies, especially this time of year. But our success hinges on something far simpler: the experiences we provide to our guests. When people look back on their stay, they rarely remember the price they paid unless something went wrong. What they carry with them are the moments—small, seemingly insignificant details that make an impression.

It's the people who create those guest experience moments—the team members who turn an ordinary stay into something memorable. Two such associates—Ray Maja at the Embassy Suites Troy and Adel Gad at the Edison Woodbridge Courtyard—exemplify this perfectly, proving that the little things are what guests remember.

Take Ray Maja, an associate at the Embassy Suites Troy since 2013. Ray is an omelet chef, and if you’ve ever stayed at an Embassy Suites, you know the omelet station is one of the highlights. On a busy weekend, Ray might cook more than 500 omelets. But whether you're the first guest or the last, Ray’s unwavering kindness and positive attitude leave an impression. Remarkably, Ray would likely remember your omelet order if you were a guest in 2019 and returned in 2024. From rowdy hockey crowds to business travelers, Ray ensures every guest’s breakfast is personalized and memorable.

Don't just take our word for it—guest feedback about Ray speaks for itself. One guest praised him for his calm and collected demeanor, even under pressure. Others called him "fantastic," "amazing," and "first-rate." One guest humorously noted that they wanted Ray to take his days off only after they left because his omelets were so good. Ray’s dedication has resulted in the hotel’s breakfast satisfaction scores ranking in the top 5% of the brand, a significant feat for a property that often handles large weekend groups.

Then there’s Adel Gad, named Team Member of the Year for the Courtyard by Marriott brand. As the Bistro Cook at the Edison Woodbridge Courtyard, Adel embodies excellence. Whether it's through his impeccable food service, his willingness to help in any department, or his leadership in team meetings, Adel is beloved by both guests and staff alike. No task is too small or outside his role if it means ensuring the guest experience is perfect. From making beds to fixing a TV, Adel steps up every time. His efforts helped the hotel exceed its food and beverage budget by $20K in 2023, and he was instrumental in the team being recognized as F&B Team of the Year for HVMG.

These examples remind us that in the hotel business, it's not just about the big gestures or the flashy amenities—it’s about the people. It’s about those like Ray and Adel who take pride in delivering exceptional, personalized service every day. It’s these experiences that guests will remember and that will keep them coming back to our hotels. As an industry, we need to double down on the value of these moments and the people who create them. HVMG - Hospitality Ventures Management Group Heidi Nielsen Andy Wardner Corey Dutra Preet Patel