ServiceStories-February28,2011

This week's stories! 

March comes in like a Lion, out like a Lamb. Must be why it still feels like winter in Ogunquit!

At the Meadowmere, March means the beginning of spring specials. From Wine & Dine weekends to Maine Maple Sundays to Mud-tastic Spa deals. The snow is melting on Marginal Way and winter projects are finishing up. The Country Squire will reopen fully renovated – A sure sign of warmer weather ahead! Hang in there – the gardens will be back soon! 

  • Sick_girl-1 One of our guests was taking a special grandmother/granddaughter trip together for the little girl's birthday. At the very end upon check out, the little girl had become very sick with a stomach flu. The grandmother mentioned this to Tracy upon check out as the little girl sat in the lobby, an awful shade of green. The grandmother was very concerned – they had a long drive home and the little girl was struggling. Tracy jumped into action preparing a quick care kit of Meadowmere plastic bags, a damp facecloth and bottled water. As it was snowing, she helped take care of the granddaughter while the guest quickly got her car for the ride home, care kit ready to go.
  • While heading back to the office area, a guest approached Erica in need of more coffee supplies in her room. The guest made mentioned that she likes to have quite a few cups throughout the day. Erica happily brought her more supplies. The next morning, before beginning work in her section, Erica stopped by the guest's room with additional supplies to make sure that the woman could begin her day with plenty of coffee at hand.
  • A guest, who had never stayed before, approached Alex at the desk and was very upset. They had reserved a room in the Main building, but did not realize that it was school vacation week and so many families would be at the hotel. They would much prefer a quiet getaway and were thinking that they should just go home. Alex asked them to give him a minute – he was sure he could find a quiet location for them. After a few minutes, Alex located a room on a top level away from families on an end. He arranged for the guests' items to be moved and they were able to have their quiet escape.
  • Oh the weather outside can be frightful – especially this winter. With the most recent snow storm, Ritt was shoveling the walkways and, as guests came out to their cars, shoveled in between the vehicles and assisted with luggage.

"Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution. " Rick Tate

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to you face – remember, service is not dead. It just took a vacation to Maine!

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