I just got back from a wonderful Counselors Academy conference. I’ll have a couple blog posts in the coming weeks on the content, but I wanted to share this quick story about Melissa, one of the banquet staff at the Marriott Beachside Resort in Key West.
I’ve told stories before about some of the great customer service experiences I’ve had with Marriott. But this one might top all.
The hotel doesn’t have a huge banquet staff, so most of the staff was with us for the three days we were onsite. Our first night was an outdoor reception on the beach; passed hors d’ouevres, drinks, you know the type. Enter Melissa. A little shy at first but with a big smile, she weaved her way through the crowd making sure none of us went hungry. Over the course of the next couple days there was Melissa and that smile.
We did our closing night event at the Hemmingway House – and it turns out, Marriott does off-site catering as well. And guess what, there was Melissa, smiling her way through that event, too. And several of us came to realize that we were all impressed with her. So we took a picture with her and she started to cry as she thanked US for being so nice to her.
And as all good communications professionals do, we tweeted the picture. And we posted to Facebook. And we tagged @KeyWestMarriott to make sure they knew.
We found out yesterday that Melissa was named Employee of the Month – we couldn’t think of a better person to give that honor to.
Thank you Melissa.