Congratulations to the Courtyard Boston Westborough for their recognition of the shift of their service delivery and culture of creating guest experiences. It takes a team to impact our guests, and when they go out of their way to report a success, we want to take a moment and celebrate and congratulate the hotel!
As submitted by Sandra Miller, GM of the Courtyard Boston Westborough:
It means a lot to the associates to hear from you. The below comment was a big Win for these two ladies. This is from the gentleman that brought them dinner and they returned the favor by making him his favorite pizza!
I have ordered a Spirit to Serve certificates and letter from Mr Marriott - for Naydelin and Caroline and they both have been given gift cards to Walmart. I passed this on to Louis as well. I hope it puts as big a smile on your face as it did the guest. They are getting there.
Customer Care.
Issue Record Number: WJAN-A9TKSH
Issues:
Wilbur Jackson 5/10/2016 10:21:51 AM - Issue
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This visit I had the distinct pleasure of interacting (and observing the interactions of) Naydelin and Caroline @ the Courtyard Westborough. The personalized level of service and the ability to handle the most needy of customers that I observed were well beyond their years in experience. Aside from my friendly interaction, I was impressed when seeing them greet guest at the door (holding the door for guests doing a balancing act with luggage), handle multiple difficult to understand foreign visitors, and handle issues promptly (ranging from TV's stuck on a channel to guest who felt there was an odor in their room - a challenge when booked to capacity). I was waiting to meet a few of my business liaisons, so they struck up conversation with me. After a bit they greeted my liaisons like they knew them - which brought a smile to the face of my guests that just drove 7 hrs to get here. You could almost see the cranky travel face of guests lighten up as they approached the desk. The rest of the staff were
also very pleasant and would strike up a conversation with the guests sitting in the restaurant area. I travel here quite a bit, and will tell you that I have seen a culture shift for the positive over the last 10 months of stays. Thank you for making feel like a welcomed guest and not just a room # like some places I stay. I am sure it will rub off quickly on any new staff. Keep smiling!