Four Points by Sheraton Norwood’s innovative English language program gains notice

By Jane Lebak

Four Points by Sheraton Norwood has won the Marriott Select Brands Hotel of the Year award—in part because of its innovative English Language Learner program for its employees.

The Hotel of the Year award draws from all Four Points by Sheraton hotels and conference centers in North America. This award recognizes hotels that consistently score high guest ratings, excellent sales efforts, a clean and welcoming environment, exceptional hospitality, and flexibility when dealing with challenges. 

This year, one specific challenge triggered the creation of the hotel’s English Language Learner program for employees.

Early in 2024, General Manager Shoumala Ghosh (who won General Manager of the year in 2022) witnessed an employee struggle to communicate with first responders during an emergency. The employee couldn’t speak to them without a translator, and there wasn’t one immediately available.

Shoumala says, “All I could envision was my employee being at home and not being able to tell someone they’re having a heart attack, or not being able to intervene for their loved ones. If they have children, how can they communicate with their teachers about what the kids need help with?”

To meet this need, Shoumala set about developing an English Language Learner program for the employees, with help from the Norwood Public Library.

The first English Language Learner program took place over twelve weeks, on hotel property. Participation was entirely voluntary, and classes were on the clock so employees were paid for their time.

“Many of our employees are in a totally new country and trying to adapt to our culture,” says Shoumala. “I am so proud of them. They would show up every day for the classes, some after twelve-hour shifts or while juggling two jobs.”

At the end of the first twelve-week session, many employees signed up for a second one, and a third is being planned for the fall. Forty-six employees have participated so far.

Mindy Keyes, Director of Catering Sales and Marketing, says, “I’ve never heard of another hotel doing this. Moreover, everyone at the hotel has circled around the people going to these classes. At the heart of our hotel is the community, making sure everyone belongs and has all the tools in life to be successful.”

The word “community” keeps coming up in discussions about the hotel. “We’re one team,” says Keyes. “Whether you’re in housekeeping or sales or food and beverage, you’re part of the team. As Shoumala tells us, ‘It’s not just about the hotel. It’s about all of us.’ Our guests benefit from that communal sense.”

Four Points by Sheraton Norwood also won Hotel of the year in 2022. Keyes says, “Winning an honor like this twice in three years is unprecedented.”

In addition, team member Elaine O’Brien has been recognized as Marriott Select Brands Team Member of the Year.

Elaine handles events for One Bistro’s private dining room, “One Seventeen.” She started as a banquet server and transitioned to One Bistro, where soon she rose to team lead. 

Keyes says, “Elaine comes in every day to meet with the sales coordinators and event managers. She does everything. She’ll pick up shifts in the restaurant, or as hostess, or waiting tables.”

Once a year, the hotel celebrates “Global Housekeeping Appreciation Week,” and One Bistro’s team member Elaine O’Brien, comes in on her own to set it up for her coworkers. 

When a local family was displaced by a fire and given temporary housing at Four Points by Sheraton, Elaine took the initiative to get them diapers and formula, which she personally delivered to their room.

“This is the kind of service our hotel fosters,” says Keyes. “Our guests don’t necessarily see the teamwork, but they see the effects of it in their smooth experience, from check-in to check-out. We’re proud to win awards, but we’re proudest of the community we’ve created.”

Four Points by Sheraton – Norwood is located on Route 1, convenient to I-95, I-93, and Gillette Stadium. For more information, please visit https://www.marriott.com/hotels/travel/bosof-four-points-norwood/