| It does not take much to make me happy . So when I walked into the Hilton Airport hotel in Chicago for a quick stay before heading to India I was thrilled to climb into the elevator and have a nice young hotel executive ask me about my day and say if I needed anything to just let him know. He did not know if I had 1 room of business or 1000. He was genuine and pleasant. Then Suzy at the desk was fast and efficient, but with a real easy style. Funny how in a minute interaction people can open up a great rapport. She followed it up with a note under my door saying she would gladly help with anything else I needed. Its the simple things that can separate good service from exceptional. Then I grabbed a sandwich from their little coffee shop near the elevators where a a lovely lady ,Yari I think her badge said,from the Dominican, helped me out with a great choice and again made me feel at ease with just a smile. The next day a great guy, Steven, who ran the shuttle ,loaded my bag on to the van then proceeded to load 10 bags for a family of three, but never lost his happy attitude. It was gray and drizzly outside but this persons attitude was warm and inviting. This was not a resort where folks would see me all week. The total time I spent in this hotel was 10 hours and 6 minutes and yet everyone there worked hard to make that stay memorable. It was not the view, the room or the facilities that will make me use that hotel again. It will be knowing that no matter when I arrive or for how long, Steven, Suzy and Yari, and I am tempted to think the rest of their associates, will look after me, no matter how badly the rest of the world has treated me before I arrive. There are a lot of nice people in our industry, I guess that’s why so many of us get hooked into and cant shake it. Kip Horton President, International Division Hospitality Performance Network Global 13825N Northsight Blvd., Suite 201 Scottsdale AZ, 85260 Phone: 480.998.9770 Cell: 480.322.7414 Skype: kip.horton Website http://www.hpnglobal.com Facebook http://www.facebook.com/#!/hpnglobal |
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The Joy of Travel 2
Written by Kip Horton
Friday, 11 February 2011 11:18
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