KEY Magazine Fort Worth

GUEST SERVICES

Extra Friendly Guest Relations
by Don Patterson

Texans are proud of their southern hospitality. Fort Worth native Michelle Hernandez shares that pride in her duties as a Hampton Inn general manger. “Friendliness is the key ingredient in our approach to guest relations,” Michelle explains. “We greet our patrons at Fort Worth Hampton Inn Southwest with a special warmth that emphasizes Texas style hospitality.”

Michelle’s approach to recruiting her staff also centers on friendliness. “I look first for people who have an outgoing, personable, and responsive attitude. I am not always searching for experienced personnel. Our training program prepares candidates to function properly in the guest relations environment, but they need most of all to be caring and concerned when dealing with our guests. I have two people currently assigned to our front desk who were hired not for their experience but because they exhibited the warmth and friendliness that is a standard in our organization.”

Key Magazine plays a similarly important role in making guests feel comfortable. “Copies are very popular with the guests and don’t last long,” Michelle reports. “We fan them out on the front desk to make them readily available. The maps and information are very readable, offering a clear and concise view of Fort Worth and Arlington. The magazine is really handy for helping people get around, and they go like hot cakes.”

With her extra friendly staff and sound management, Michelle Hernandez fosters success at the Fort Worth Hampton Inn Southwest. “I’ve served as general manager here for four years and look forward to every new day meeting our guests and the people I work with. Southern hospitality is well renowned but our brand of Fort Worth, Texas hospitality offers an extra special welcome to all our visitors.”

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