As part of the 2021 Adrian Awards program, HSMAI Hospitality Recovery Heroes is honoring hospitality professionals working toward recovery at the local and front-line levels, supporting hotels, destinations, safety measures, and charitable programs that have helped make a difference for their companies and in their communities. Nominations are open.
HOSPITALITY RECOVERY HERO: Angela Smith, Assistant General Manager, Sonesta ES Suites, Raleigh-Durham Airport
CONTRIBUTION: During the global pandemic, Angela Smith worked hard to make the transition of the hotel from a Marriott to a Sonesta run as smoothly as possible, taking on a tremendous amount of heavy lifting in all areas of the hotel operation to make the transition a success. Her care for her guests and ability to remember any detail about a guest, even if they have only met once, helps give the hotel consistently high rankings in guest satisfaction.
RESULTS: Due to Smith’s outstanding customer service, the hotel is currently at a 91 percent guest satisfaction rating, putting it in the top 10 for all Sonesta ES Suites. The hotel is also ranked number two in cleanliness ratings for all ES Suites. Smith consistently gets high rankings in guest satisfaction surveys, due to her genuine interest in all customers. She is mentioned on average at least once a week by name in satisfactions surveys.
NOMINATED BY: Joshua Grapentin, Dual Director of Sales, Sonesta Hotels
“Angela is the epitome of hospitality! She is continually going above and beyond to take great care of guests and associates. She works tirelessly to provide outstanding service day in and day out and sets a high standard for herself and for her team.”
The HSMAI Adrian Awards recognize travel marketing excellence. This year’s competition will focus on capturing the great work done by hotels, destinations, and their agency partners to get the country moving again, showcase safety and security, and welcome those traveling for the first time in more than a year. The 2021 Adrian Awards competition is now open. Learn more.