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For
the past year, I have been checking in and out of a hotel with an incredible staff.
This note is one I sent to Marriott and hope to share with as many others as possible.
This
hotel has been my home away from home for quite a while. While I travel around
the country, the Renaissance Dallas Richardson Hotel is by far and away my favorite
place to stay. The rooms, lobby and fitness room are spacious and well appointed.
However, what sets this location above and beyond any other hotel I have experienced
is the staff. In fact, this hotel's staff easily rivals and often exceeds the
level of service I have found at Four Seasons, Ritz Carlton, Westin, Wyndham,
Marriott, and other chain and boutique hotels. On
each visit, I have looked forward to seeing the welcoming faces at the front desks.
Rose, in particular, has gone out of her way to ensure that my colleagues and
I experience excellence with every visit. Jennifer, Tejal, Anthony, Tawara, Tony,
David, Everett, Smitty and so many others I can't remember all the names have
also been a pleasure to interact with. In
the morning, Cathy ensures that each of us start our days with a hot breakfast
and a cheerful chat in the concierge room. Her counterpart Kim is accommodating
in the evenings with hors d'oeuvres, dessert and conversation. The restaurant
is one the locals ought to be crowding as the service; menu and wine list are
sure to satisfy all. Never before have I noticed housekeeping and maintenance
people who return (or even initiate) a smile in the hallway. And, no matter how
hot, cold, or otherwise miserable the weather may be, the valets hustle to provide
friendly and efficient service. A
commitment to customer service clearly permeates each individual's approach to
completing every task. This sort of culture is difficult to foster (often an unattainable
goal) and requires constant encouragement from above. The management team at this
location has clearly selected the right people, provided superior training and
led by example. While
a change in my career ends my travel to this area, this is a hotel I will recommend
to anyone and be sure to frequent should I ever return. I hope the example set
by this staff will be studied and replicated throughout the Marriott family of
hotels and resorts. I will miss the people that I have come to consider my friends. |
