Peer Perspective – November
How Kelly Elevated Guest Care and Bonvoy Success at SpringHill Suites Prince Frederick
At SpringHill Suites Prince Frederick, genuine service is more than a standard. It is part of the team’s identity. This year, that commitment led to an extraordinary accomplishment. Under General Manager Mina Kim’s leadership, the hotel earned the $5,000 Bonvoy enrollment incentive yet again for September, bringing the total to $20,000 in 2025 and placing the property among Marriott’s standout performers.
Ask Mina what sets their hotel apart, and she points to one person immediately. “Kelly is our secret sauce.”
Kelly, a part-time front desk associate, plays a central role in creating meaningful moments for guests that translate into remarkable enrollment results. For her, success begins with connection.
“It feels amazing,” Kelly said. “I’m really proud of what our team has accomplished. Taking a little extra time with each guest can lead to big wins for the entire hotel. It makes the work feel appreciated and worthwhile.”
Her approach is built on a simple philosophy: lead with service. Kelly never frames Bonvoy as something to sell. Instead, she thinks about what a guest might genuinely benefit from. “Bonvoy has real advantages, so I share the information in a friendly, natural way that focuses on their needs,” she explained.
What guests feel from the moment they arrive carries the most weight. “Tone is everything,” she said. “Warmth, calmness, and authenticity help guests trust you. When you believe in what you’re offering, they tend to believe in it too.”
Kelly introduces the program by highlighting something the guest can use right away, such as early check-in, late check-out, earning points, or using mobile key. She stays attentive to their mood, keeps the conversation easy, and focuses on being helpful. Her goal is not to convert; it is to care.
For team members who want to improve their enrollment results, Kelly’s advice is grounded in empathy. “Focus on connecting with the guest rather than the enrollment itself,” she said. “Listen, be patient, and relate Bonvoy to what will enhance their stay. When you genuinely want to help, enrollments follow naturally.”
She often gives guests a glimpse into her own Bonvoy account to show them how rewarding the program can be.
Kelly has also seen how the smallest details influence a guest’s experience. A thoughtful greeting, remembering something they mentioned, or noticing when someone needs extra attention can transform an ordinary stay into a memorable one. “People remember how you made them feel,” she shared.
The Prince Frederick team thrives on collaboration, and Kelly sees their success as a shared achievement. “We communicate well and celebrate what each person brings to the day,” she said. “If someone has a slow shift, we encourage one another and talk about what’s working. It always feels like a collective effort.”
Kelly is driven by pride in her role. “I enjoy helping people,” she said. “Even on shorter shifts, I can make someone’s day easier or give them information that improves their stay. I take pride in doing my job well, no matter how long I’m here.”
Consistency and authenticity are what she believes turn everyday service into measurable results. When guests experience genuine care over and over again, it builds trust and creates momentum—whether through Bonvoy enrollments, repeat visits, or positive reviews.
Outside the hotel, Kelly stays energized through the people and activities she loves. Time with family, cycling, traveling, reading, and quiet moments all help her reset and return with positivity.
Her story is a reminder that hospitality succeeds when heart and skill come together. At SpringHill Suites Prince Frederick, that spirit is reflected in every guest interaction. Through Kelly’s example, the team continues to prove that thoughtful service creates meaningful impact, both for guests and for the hotel.
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