Service Excellence

" On Wednesday June 23rd, while working at the Front Desk (Embassy Suites Anaheim South) I was approached by a guest, who actually had a group in house, visiting from the mid-west, a girls dance group, and this client/guest was in a panic. I asked her if I could be of any assistance. She explained to me that their previous arrangements to get all 67 guests in their group from our hotel to the Anaheim Amtrak station had fallen through and they needed transportation, and were on a budget. It was perfect I had just received the contact info from the FAM DAY event, and automatically contacted Belinda Trani, from Southern California Greyline, who we had met on the trip. I explained to Belinda what the guest was needing. Belinda helped me out with the guest and we were able to get them set up for transportation to the Anaheim Amtrak station, on time and under the guest's budget. The client/guest and other group leaders were all jazzed, and High Five's were shared across the desk with them all. If it wasn't for The CTA Network, and our recent opportunity to take the FAM DAY Event, I wouldn't have been able to accommodate the needs of the guest. Many thanks to Belinda, and for the CTA FAM DAY outing. "

" A potential new destination client came in to do a site tour on their own. Brenda Weber, AOCVCB Convention Services Manager found out about it and personally coordinated the site itinerary and accompanied them throughout the site process. The client was so thrilled by the excellent and personal service received, along with the overwhelming great destination product and community support that they booked their group for Anaheim! "

" Workshop on Leveraging Green Procurement Business Opportunities on Military Installations in North Carolina. The audiance wasn't aware of CTA and it's value. I passed out CTA cards and spoke of exactly what I learned in the CTA course. "

" One opportunity offered to earn CTA renewal points was the chance to attend a demonstration at the Sonoran Glass Art Academy. Not only were we instructed in the craft of glass blowing by the very skilled and entertaining personnel, but we also toured the museum of incredible finished pieces. We have since added a program to our Activity Department and have taken RVers to the Academy, and they have also blown items for themselves, or as gifts. It has become another added dimension to our extended activity program for our winter visitors. We know of other CTA’s who have taken the same idea back to their hotels and resorts for their concierge. "

" Jason McHenry's phone woke him up at 6:30 a.m. As he gathered himself for this unexpected, but important call, he assured the coordinator on the other end of the line that he did have time to talk (although it really wasn't the best time). He continued to answer questions about arranging the logistics for this group which he was referred to by the MTCVB Calendar. Things went well on the call and he felt good about his chances of gaining the account. [They were one of two transportation companies she was considering.] Later that day, he checked his voicemail and found that the coordinator had called to say that they had chosen Yellow Cab to provide the transportation for their group. We'll make about $2,000 for this trip. Being awoken at 6:30 a.m. wasn't such a bad thing after all! "

" Dear Mr. Dunn (President of Go Airport Connection): A very brief note to tell you about a very helpful Go Airport Connection employee who made my recent trip to Milwaukee so much easier. Her name is Yvette, and she, in a very helpful, efficient manner got the information I needed regarding my accommodations. In rushing to the airport for my departing flight from Philadelphia, my itinerary did not come with me. When I arrived in Milwaukee, I went to several airline employees, and airport employees to see if I could access my email so I could determine where I was staying. While they had internet access in front of them, they were unwilling to help me or offer suggestions, nothing. My colleagues were traveling and could not be reached by phone. GE wasn't answering directly; I found out they were in a meeting. I just kept asking, hoping someone would at least give me direction regarding an available internet connection. This in my view was important; my reservations were made for me by GE, and I did not know where I was staying...I approached the GoAirport Connection kiosk and explained my situation (making little sense I am sure by this point). I had no hope of help; at this point I was going to ask for a recommendation for overnight lodging near the GE facility and pay for it myself. I was so impressed with Yvette and her inviting willingness to help me and the fact that she was aware that GE training session participants go to the Crowne Plaza. Without me asking, she called them to confirm, smiled and made arrangements for my transportation. You have no idea how I appreciated her caring, helpful, pleasant attitude. In reality it is a shame that this is uncommon; why don't people want to be enthusiastic, helpful and kind? She told me she is an ambassador for the city and loves helping people have a great experience in Milwaukee, and she was sincere. In summary, you needed to know how I appreciated these acts of kindness and for someone who left an ice storm in Philadelphia to come to Milwaukee in January, you have no idea how much this influenced my day; people do make a difference, and she did. Most sincerely, Cynthia Shillingsburg "

" Yuen is in the 10-year. club of the K.C. Downtown Marriot. She has been a great co-worker of support and knowledge to all in the position of Lilly's PM Hostess. I nominated her because one day I witnessed her give a tourist/conventioneer, $10.00 out of her own purse. I spoke to the man and he explained he left his debit card at home and just would feel more comfortable as he got out in the city with a little cash. He tipped Ms. Yuen $10 on his credit card to-go order, and he left with a sincere thank you and assurrance. I told her then, that, that was one of the nicest things I have seen and I'm going to nominate her for it. "

" Just recently I was speaking with someone who was looking to book an event. They liked the hotel in Fountain Hills, AZ, but his wife said that there was nothing to do in Fountain Hills. The resources provided by the program - helped me to go on and on about what there is to do in Fountain Hills and how terrific that part of "the city" is. They ended up booking their event here! "