A sweet story about brand loyalty in the hospitality industry
My travel romance with the Ritz Carlton brand loyalty started back around 2006. My husband was three years out of dental school at Ohio State University when we discovered a nice little hospitality perk offered by the American Dental Association; we could stay at the Ritz Carlton on Michigan Avenue for a fraction of the price!
This discounted opportunity has opened numerous doors and has given us a chance to create countless cherished memories. Our mindset as parents has always been to seize the moment and embark on journeys with our children, helping them adapt to travel and discover new destinations. Spontaneous trips have become our passion, and fortunately, our sons have grown up immersed in the wonders of exploring Chicago; our home away from home.
How those “free” cookies kept us coming back
(2009) On this trip, where we celebrated our ten year anniversary, we brought our friend Maura along with us. She was a great babysitter for our youngest (not pictured).
I remember our very first stay like it was yesterday. I hope my boys do, too. We were greeted with a little toy wagon filled with little foam balls, temporary tattoos, jump ropes and the like. The boys’ faces lit up when they were allowed to choose one for themselves but the grins didn’t stop there. The front desk attendant asked if they wanted to join the chef and make some cookies in the kitchen at 4pm that same day. I honestly think that moment may have inspired Tate’s love for baking.
The boys were outfitted with a chef’s hat, and were welcomed into the kitchen where they rolled out dough and placed their cookies on a baking sheet. Later that night, they were delivered to our room, fresh and warm, along with a glass of (whole) milk. My boys only drink the red cap milk!
As the boys were cozied up in their kid-sized robes, enjoying their homemade cookies and milk, I remember thinking “wow, they did this right. I am going to be a customer for life.”
The thoughtful touches resonated with me and I began to study and observe how hotels treated their guests more closely as I traveled more and more. It also opened my eyes and mind to brand loyalty as a business owner, myself.
The value of good employees
Last weekend we stayed at the Chicago Ritz, and our favorite valet/bellman Francisco was there to greet us. “Hey, Coach and Mrs. Wenning. Great to see you!” I don’t have the heart to tell him that the coach was actually me. I had a “Coach Wenning” soccer decal on my old vehicle for many years. Francisco has been there since the first time we stayed, and he has clearly made a lasting impression on my boys. So much so that all three of them took on the name Francisco for their Spanish classes. The fact that I have this self-portrait is even sweeter! Francisco is another reason we keep coming back.
Luxury hotel etiquette 101
My oldest son (far right- he’s grown up a bit since the chef hat photo above) and his Ohio Northern Baseball buddies hanging with the Reds.
I am a Massachusetts girl at heart; born and raised. Although I have lived more than half of my life in the Midwest, and I now root for the Reds, I’ll never forget watching the Red Sox win the 2004 World Series on a 4x8 sheet of drywall in my living room via projector. It was the only way to stream NESN.
Last weekend I was sitting right next to Kevin Youkilis in the hotel lobby. Literally inches away. He was focused in on his phone, wearing his NESN shirt, and I wanted so badly to ask him to take a pic with me. I am a pretty outgoing and assertive person, so this internal dilemma of etiquette vs. social self indulgence had me all twisted up and somewhat regretful.
That situation had me reflect back to several years ago when LeBron James and the Cavaliers were there the same time as us! It was so cool, but we quickly learned about how to behave around celebrities. The hotel staff did a great job keeping everything under control and making sure everyone felt safe. They told us, "People stay here because they know how important it is to respect celebrities' privacy and make sure they feel secure." It was a lesson in celebrity etiquette we won't forget! I was SO bummed I missed my opportunity to get a selfie with Youk, UGHHHH, but I am happy I adhered to the Ritz standard of conduct. Side note… Alex Cora was at the bar with us later that evening…do you think I asked him for a pic??
It’s ok to break the rules every now and then
Well, my sons also understand celebrity etiquette, however, Jake broke the rules a few years ago and we’re not mad about it. Neither is he, because its makes for a great story! He tried, emphatically, to tell his buddies the “Ritz Rule” when they encountered the Reds in the elevator and lobby after a game against the Cubs, but his 6 ft 7 buddy Tim seized the moment and made a move. That move turned into tequila and pizza at the bar, as well as free tickets to the game the following day.
You’ve got these young Reds players shooting the shit with some D3 college baseball players from Ohio Northern, eating pizza, bonding over baseball and just being dudes! That’s what it’s all about. I know those ONU guys will always be Reds fans because of that experience. Loyalty.
Blog song of the day
As a super music enthusiast with a wide range of tastes (except country- sorry country fans you can’t convert me) I want to end each post with a song of the day. Since I rode the elevator once with Billy Joel and his dog at the Chicago Ritz, I felt this was a good choice. Also, someone (way back when) told me this was my theme song. I think it was intended to be a compliment… maybe, maybe not.
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