Owned and Managed by DKN Hotels, Residence Inn by Marriott Opens in Rancho Cucamonga, California

USA, Rancho Cucamonga, California. January 10, 2019

The 126-suite Residence Inn by Marriott opens in Rancho Cucamonga, California. Located at 9299 Haven Avenue, the all-suite Residence Inn Ontario Rancho Cucamonga will operate as a Marriott franchise, owned and managed by DKN Hotels of Irvine, California.

Located in the foothills of the San Gabriel Mountains in San Bernardino County and three miles from the Ontario International Airport, the hotel offers its guests convenient access to Victoria Gardens, The Claremont Colleges, the California Speedway and Ontario Convention Center. Rates vary depending on length of stay.

“We are pleased with the continued growth of Residence Inn hotels in the Rancho Cucamonga area,” said Diane Mayer, vice president and global brand manager, Residence Inn. “When on the road for an extended period, our guests need space to spread out, maintain their life's pace and restore their energy to help them maintain a healthy balance and routine while traveling. This new hotel offers them a seamless blend of modern style and functionality that allows them to settle in and thrive.”

Residence Inn properties are designed as all-suite hotels that offer studio, one-bedroom and two-bedroom suites.

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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.