General Manager Marchuan Mosley Welcomes Guests to New 123-Suite SpringHill Suites by Marriott in Exton, Pennsylvania

USA, Exton, Pennsylvania. January 09, 2019

Marriott International announced today that the SpringHill Suites by Marriott is now open in Exton, Pennsylvania. The 123-suite hotel will operate as a Marriott franchise, owned by Hankin Group, Inc. and managed by SEPA Associates, a Philadelphia-based, third party operating affiliate of GF Management.

Located across the street from the Eagleview Corporate Center, the SpringHill Suites Philadelphia West Chester/Exton offers guests convenient access to Marsh Creek State Park, Longwood Gardens, West Chester University, downtown Philadelphia and Lancaster, Pennsylvania.

Ideal for business and leisure travelers alike, the new hotel offers a little extra space with suites larger than a typical hotel room. Separate living, working and sleeping spaces provide guests with flexibility and functionality. 

From the guest rooms to the lobby every aspect of design, from furniture and lighting, to colors and fabrics; has been carefully selected to offer calm and refreshing spaces to allow guests to relax and recharge. Featuring a brand new design that adds depth and sophistication to the decor, the hotel's lobby is a great venue for conducting casual meetings or simply to socialize with SpringHill Suites' enhanced evening experience.

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Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.