With items that vary based on locale, the Wow Cart gives Hotel Ventures Management Group a stealth opportunity to capture guest feedback and fuel positive vibes. Once a guest is settled into the room, the wheels of progress roll into action. “Suddenly there’s a knock on the door from an associate with a cart with potato chips,” says Matt Woodruff, SVP guest and brand excellence for HVMG. “It gives the opportunity to engage that guest. We say, ‘I want to thank you for staying with us. Would you like something complimentary from our cart?’” (click to read more)
