Posted by Laurie Baggett on October 16, 2008
This day and age it seems to be that exceptional service gets overlooked. We have become accustomed to connivence over quality and recordings over people. As a whole people are more likely to acknowledge and voice a complaint but overlook an opportunity to share a sincere praise. Well, I have stepped on a “diamond star” when it comes to customer service.. so much so that I can not allow it to go overlooked.
For the past few weeks I have been organizing a speaking event at two Marriott hotels, one in Philadelphiaand one inTysons Corner. This was my first time to ever act as an “event coordinator” from negotiating contracts, selecting menus, ordering AV equipment, establishing room set-up and booking sleeping rooms… it was details galore.. and lets not forget keeping ourselves within budget. My Event Managers at both hotels, Lisa Cirello and Trevell Williams were top notch! They saved my tail in many instances, not allowing anything to go over-looked.. they made me look like a pro.
So what did they do that was so exceptional?:
- Treated our event as if it was their own.
- Took care of every small detail.
- Went above and beyond from cradle to grave.
- Responded quickly with solutions and action.
- Provided a great nights rest in unbelievably comfortable beds.
- They valued us as their guest!
Lisa was working miracles the day before our event while Trevell was overcoming all obstacles to ensure our guests had a pleasant experience. The entire event staff delivered exceptional service.
Here are a few specific examples of exceptional service the Marriott way:
Tyson’s Corner:
- Gladis Martinez – Banquet Captain. She and her assistant Doris Diaz (Banquet Lead) were so helpful and accommodating. Example: “Tim HATES nuts!!!! I asked Doris if she could offer something chocolate without the nuts. She came back with a plate of chocolate truffles. She was so nice and helpful.” Dayna Taylor, Today’s Dentist Event Manager
- Osama Marrero – AV Tech. He was great!! He went out of his way to make sure the speakers were good to go throughout the event. Very professional!!” – Dayna Taylor, Today’s Dentist Event
- Lisa Cirello – Senior Events Manager “While our event was going on in Philadelphia, Lisa was on the phone with me making last minute changes to the menu, confirming our new AV needs and ensuring me our event would be exceptional!” Laurie Baggett, Event Coordinator
- Shaun Williams – AV Tech – “Even though, he had to overcome some obstacles, he never complained or blamed someone else for the mistake. He just worked with a smile and was very helpful in making sure that the AV person in Tyson corner would have what they needed when we arrived. He made me a list of equipment that he used and explained it to me so I could understand. Great addition to their team!” Dayna Taylor – Today’s Dentist Event Manager
- Trevell Williams – Catering Manager – “During our event Trevell ran interference and did everything needed in order to ensure the seminar would run smoothly. She overcame obstacles and was quick to respond to requests.” – Dayna Taylor – Today’s Dentist Events Manager
So… if you are ever looking to book an event and you just happen to be in search of great hotel don’t overlook the Marriott. I give them my highest level of recommendation and praise! Thank you again Trevell Williams & Lisa Cirello, I hope to work with you in the near future! As for our future engagements… well lets just say we are Marriott all the way! – Laurie Baggett, Business Consultant
