This week’s stories!

Well it looks like six more weeks of winter, Punxsutawney Phil saw his shadow and scampered back into his burrow. That’s just fine with us, it may be cold outside but we are toasty warm inside enjoying the relaxing waterfalls of the Roman Spa. There is still time to treat your sweetie to the ultimate romantic escape with our Valentine’s Day Package.

  • Jeremey was bringing linens down to laundry when he noticed a guest who was having difficulty with the fitness vending machine. The machine was jammed and she really wanted a gatorade. Jeremey went back up to the office and got the vending machine keys and fixed the jam in the machine. The guest was delighted as she was able to get the drink she wanted instead of just her money back.
  • One of our guest’s was discussing our environmental polices with Janet. She commended the resort on its achievements but was a little disappointed with the size of the recycling receptacle in her room. Janet apologized to the guest and told her that she would make sure for her next stay that a larger receptacle was placed in her room. Janet then recorded this on her paperwork for the day so the guest’s preference could be added to their profile and the guest would receive a larger receptacle each stay.
  • There is nothing worse then missing the beginning of a movie and trying to figure out what was missed in those first few moments of the story. Kyle was starting the movie for guests in the theater room, one of the guests had forgotten his hearing aids back in his room and returned to his room to get them. As they were the only guests in the theater room, he delayed the movie so that they would not miss the beginning and stayed to make sure that the volume was comfortable for the guests.
  • There is nothing like a hot cup of coffee with your morning crossword puzzle. Tracy noticed that one of our repeat guests was due to arrive. Knowing that the guest enjoyed the lobby each morning and her crossword puzzle with a cup of hot coffee, she placed a coffee mug with assorted coffee and hot chocolate for her to enjoy with her crossword puzzles.

“Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1”  – Stew Leonard, CEO Stew Leonard’s

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!

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