Questions, answers and insight from industry insiders.

Compiled by amanda fretheim gates

As we put together our cover story, The Front Lines of Hospitality, we met and learned of some definite gems in the service industry. People who take pride in their jobs and go out of their way to help others, even if that means not always getting the recognition they deserve. Keeping in theme with the story, we asked your peers to tell us about a time in their careers when someone’s good service pleasantly surprised them.

One thing I’ve learned in my few years as a professional planner is that nothing ever goes exactly according to plan. The act of negotiating last-second changes is a reality in this industry, and it can often be a stress-inducing task. This is why I found a recent encounter with a hotel sales manager so refreshing. It just so happens we had worked together in the past and had developed a mutual respect for each other. So when I found myself scrambling to accommodate a dramatically revised meeting agenda, he, without hesitation, successfully met every request of mine with no additional charges or penalties. This experience demonstrated for me how a strong working relationship fosters excellent service.

—Ellie Madson, CMP
Senior Meeting Planning Specialist, RBC Wealth Management
ellie.madson@rbc.com

A guest recently shared a story with me about one of my front desk coordinators. The guest was having a particularly bad day, which Alia immediately picked up on. When Alia asked how the guest was, he proceeded to tell her about how he was having trouble booking a hotel in Hawaii for his upcoming honeymoon. Alia proceeded over to her computer and immediately began researching different Marriott hotel options and rates, and ultimately booked a room for far less than what the guest had originally wanted to pay. To top it off, when the guest returned back to town on business after his honeymoon, there was a card in his room from Alia congratulating him on his wedding and asking to see pictures from his honeymoon. According to the guest, he was simply amazed by his SpringHill Suites by Marriott in Eagan experience!

—Anne Zwach
General Manager, Eagan SpringHill Suites by Marriott
azwach@csmcorp.net

I’m usually surprised with exceptional service when people are passionate about what they do—no matter how large or small. I believe that the true “star” performers in organizations are those who are consistent about that passion and possess a quality of genuineness. I remember one banquet server who was working at a country club while I was there for a décor installation. Despite his own workload preparing for a wedding, he went out of his way to make sure that I had everything I needed. Even now, every time I run into this young man, he has a smile on his face, a genuine attitude of service and clearly takes pride in what he does.

—Patty Fleming
Festivities, Inc.
patty@festivitiesmn.com