Account Manager Paul Goldsholl and his team at Baltimore’s Pier 5 Hotel made history in March when they recorded the highest scoring month for client metrics in the hotel’s history with a 98.2% score! “It was all about going BEYOND parking cars or loading luggage every shift to directly improve the experience for guests at the hotel,” Paul said.  “We instituted required commitments, such as making dinner reservations, sending families with young children to the new pinball museum, handwriting letters to guests for special occasions and using “chin-ups” to create a positive impression with guests who didn’t use valet but still encountered our associates as they came through the doors.” Additionally, the Pier 5 team was able to achieve their goal of SILVER CERTIFICATION in Franklin Covey’s Four Disciplines of Execution Process.