When we arrived at the desk he said to her: "Casey would you please assist the gentleman in remaking his room key and then escort him to the room? In fact, here is the master key in case you need it to open the door."
Pleased with the kind offer but not wanting to disturb anyone I responded: "Thank you kindly but that won't be necessary". The gentleman insisted and two minutes later Casey escorted me to the 15th floor to ensure that my room key worked and I was satisfied with the service and attention.
From NYC the city that never sleeps...
Thank you for reading our blog... keep on blogging.
Fritz Fandino
Director of Sales & Marketing
Pleased with the kind offer but not wanting to disturb anyone I responded: "Thank you kindly but that won't be necessary". The gentleman insisted and two minutes later Casey escorted me to the 15th floor to ensure that my room key worked and I was satisfied with the service and attention.
During the elevator ride I asked Casey the name of the gentleman who had kindly assisted me, she informed me that his name was Eric Long the General Manager. WOW! I was really impressed! I had been assisted face to face by the General Manager of the Waldorf Astoria Hotel. What an examp
le that Mr. Long is setting for his staff.
When I realized that I Mr. Long had personally taken care to genuinely fulfill my request, I remembered Mr. Elvis Taylor, the General Manager at the Beacon Hotel South Beach. Mr. Taylor spends every day at least one hour greeting the Beacon Hotel guests at the door and offering his assistance - he teaches by example to genuinely care for each guest of the Beacon Hotel.
I have worked in hospitality for over seven years (five with Mr. Taylor) and I have heard him speak many times about what it is like to deliver genuine service. I have attended Customer Relationship Management Courses, read books about service, and attended seminars. However, Mr. Long's personal attention left a lasting impression on me. The receiving end of genuine service feels great!
For those of us that work at the Beacon Hotel South Beach I hope that this story serves as inspiration to continue to find ways to care for our guests genuinely. For those of you who are former, current, or future guests of the Beacon Hotel South Beach, I hope that you too can soon experience the receiving end in an act of genuine service at the Beacon Hotel South Beach.
From NYC the city that never sleeps...
Thank you for reading our blog... keep on blogging.
Director of Sales & Marketing
Comments