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THE JOB OF A SENIOR EVENTS MANAGER
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Last week I was in Philly at a two day training session and stayed at the DoubleTree Hotel Philadelphia. At lunch on the second day I checked out of my room and stored my luggage in a designated area of the banquet room. At the end of the day I grabbed my suit bag and ran off to the ladies room to change out of my suit and into jeans and a sweater for the flight home. I unzipped the suit bag, got into my jeans and no sweater... I must have left it in my hotel room. I slipped back into my suit blouse and ran for the front desk where every clerk was busy checking in guests. I stood at the end of the counter working hard to wait patiently for my opportunity to speak to someone who could help me. A young man, William King, who was on my side of the counter and also appeared to be waiting for assistance, approached me and asked if he could help. I noticed he had a hotel nametag and told him my plight including the fact that I had to leave quickly to catch my flight home. He picked up his radio and made a call. He said that Security had the sweater and he would be right back with it. Minutes later he appeared with my favorite white sweater carefully packed in a plastic bag. I thanked him and asked for his card expecting to see something like Assistant Manager, or Guest Services Manager as his title. Nope, he is the Senior Events Manager and he obviously knows that guest service at every level is part of his job!
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SET THE SERVICE EXAMPLE
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While the following quote certainly lives up to Lily Tomlin’s reputation for humor, it couldn’t be more true when it comes to customer service:
“We’re all in this alone.”
As evidenced by my William King story above, it is individual acts that often make up memorable service. And what an example Mr. King has set for all in his hotel! Had he stayed focused on whatever he went to the front desk for, I would never have known he was a hotel employee. I’m sure he just did what is expected of every employee, and certainly every manager. He put his guest before whatever other task he had in front of him. Still, I think it was an uncommon act of service.
Too often we get “on a mission” and simply miss opportunities to provide that unexpected level of service that keeps our guests or clients working as our most valuable marketing tool--word-of-mouth advertising. In the case of the Doubletree Hotel Philadelphia, I returned to the banquet room and announced to everyone that the hotel service was top notch. They all cheered and agreed they, too, had received great service. And now, I’m telling all my newsletter subscribers! Not a bad return on one individual act of service.
What have you done lately to show (not tell) your team members that service is everyone’s job?
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THE LEGENDARY LEADER
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Click this link to learn more about the booklet, The Legendary Leader, 52 Ways to Coach for Commitment. It features 52 affirmations and inspirational quotes (one a week) to help leaders work on continuous leadership improvement.
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