This week’s stories!

It’s hard to believe that the Fourth of July is this weekend! We can’t wait for fireworks on Ogunquit Beach, lounging in our beach chairs and enjoying the live entertainment. With summer here, we enjoy rides on the trolley, ice cream in Perkins Cove and relaxing in the sun and what would summer vacation be without a boiled Lobster dinner, yummy!

• The anticipation of vacation can be the hardest part, just wanting to get to your destination and  get settled in so you can begin to relax. David received a call from a very frustrated guest, she had missed her exit and now had to back track to get to the resort. David stayed on the phone with her and gave her directions to get her back on track. Upon her arrival she was exhausted and hungry, he ordered her room service from Jonathan’s, then assisted her with finding her room and bringing her luggage to her room.
• Stuart was working at the front desk when he approached by two guests looking for accommodations. The guests spoke very little English so it was hard for them to understand where each room was located. He sensed that the guests did not understand so he gave them a tour of a few different rooms available as well as gave the guests a full tour of the resort. The guests were particularly impressed with the fitness facility and decided to stay with us for three nights. Throughout their stay Stuart personally assisted them with finding dinner accommodations and suggested different attractions within the area to visit.
• Matt noticed a guest that had just checked in having difficulty with their room key. He offered to show them how the key worked, unfortunately the keys were not working. He returned to the front desk and after verifying that guests were in the correct location he got them two new keys and assisted them with their luggage.
• Janet was getting ready to leave for the day and noticed a guest in our parking lot who had just checked in and were struggling with many pieces of luggage. She assisted the guest with their luggage and escorted them to their room.

“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.” John Russell, President, Harley Davidson

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 your face – remember, service is not dead. It just took a vacation to Maine!