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On top of the e-mail, I always follow up with a letter.
I send it to the manager of the division they work in. (Someone on the monorail - sent to transportation, a maid at the resort - sent to the operations manager of the resort, etc.)
I do that as a safety net type thing, to make sure that their manager KNOWS they were wonderful!
When it goes to guest communications, cast members will hear about it months down the road (or not at all). It takes FOREVER for it to get to us...more than likely, by the time it gets to us, we've forgotten what the guest is talking about. It's probably best to email guest communications AND the manager of that operation (housekeeping, front desk, attractions, etc). Always include the name, date and time if you can..if not, the cast members will never hear about it.
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