This winter season, HomeAway interviewed Sarah Bradford, owner of Winter Park Lodging Company and just-launched Steamboat Lodging Company about the company culture of wowing guests. Sarah has taught her team to come up with special things they can do for guests visiting Steamboat and Winter Park to ensure that they have a fun and memorable vacation. Bradford believes the culture the company has created has increased their return guest business year after year.
Winter Park and Steamboat employees gather together to brainstorm and come up with new ideas of how to wow and surprise guests. “We love to deliver personalized gifts, special cards and treats to our guests”, says Amy Raegner, Director of Reservations and Guest Experience in Winter Park. “Our guests love it and remember how they are treated with kindness and appreciation.”
Here are just a few of the things the Winter Park and Steamboat staff did this season to WOW visitors:
- Left the guests Ski WP t-shirts and hats for their arrival.
- Called a family the night they arrived and got their custom Starbucks order and delivered it to their vacation rental the next morning.
- Took a special photo of guests visiting for a family reunion and framed it for the group.
- Delivered a big basket of snacks and treats to a family with five kids.
Sarah and her staff believe that a WOW needs to be something that guests will remember and something that is impactful. They can be free or almost free and employees are encouraged to listen to the guests to find out what they enjoy. It makes it fun for the employee and fun for the guest and creates a culture where people really enjoy going to work everyday!