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| - I am giving this experience 5 stars because of an interaction I had with a security staff member. It may seem like a small gesture, but in today's world, it goes a long way. See my email to the company below:
I haven't been to many hotels in my life, but my stay here for a work conference was lovely. I particularly want to note the excellent service of a security guard, whose name I failed to get, but whose simple and yet meaningful customer service really solidified my experience at this hotel: It was this evening (May 15th)- I was out by the pool on my laptop, just wanting to be outdoors in the warm night air. He politely explained to everyone that it was 10pm, and thus the pool area was closing. When I asked if I could just stay and not swim but lie on the chair, he politely explained that there were reasons why they needed the area cleared, including cleaning, pool treatment, etc.
I work in customer service, so I am particularly fussy about the way employees handle situations like these. Giving guests a logical explanation (one they can appreciate) as to why they can't do something is always a quality way to go. He was sensitive but firm in his explanation, but he immediately offered me an alternative solution- The outdoor garden area on the 3rd floor just a few yards from the pool. Again, offering a positive solution at the end of a "No" is always wonderful customer service. He even offered to bring me a lounge chair in the event that there were only upright chairs available in that area.
As I left, he came after me and asked if there was anything he could do for me or get me in order to make my stay more comfortable, considering that I was disappointed to have left the pool area. I declined, being quite happy with the garden solution he offered, but the gesture was greatly appreciated.
So often staff like security guards or cleaning personnel are overlooked as insignificant compared to the front-line lobby and concierge staff, however often times they are the ones that can really influence someone's impression of an organization. This gentleman did just that, and left me with an extremely positive impression of the Hyatt Regency Phoenix, so much so that I will not only leave a good Yelp review, but will also consider staying at hotels (particularly the Hyatt Regency) more often!
He should be recognized for his outstanding (and naturally so) customer service. It is a rare thing these days.
(As I said, I don't have his name, but he closed the pool up at 10pm on Thursday, May 15th, was a touch heavy set, and I believe wore glasses.)
Service like that goes a long, long way.
Thank you!
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