Holiday Inn's Becca: Unstoppable and Unflappable
On a recent trip I had the pleasure of meeting Becca, a night desk clerk at the Holiday Inn in Gainesville, GA, who provided the best customer service I have ever seen. She was on the desk alone, and very busy, manning 3 telephone lines and multiple customers. She kept all of these "balls in the air" with grace, never once losing her composure. She stayed cheerful, polite, and helpful, while switching gears between telephone and desk customers.
I had a shipment of boxes that had been delivered to the hotel, and had to go back. The arrangements made by my company's shipping department were snagging for want of a $10 fee, which UPS couldn't seem to put on my credit card. In the midst of her hectic back and forth between phone and desk, Becca made no less than 6 phone calls to UPS to try to get the packages picked up. When I had to fly out before resolution could be reached, she provided me her cell phone number in case I couldn't get through at the desk. The next day she called me to report that several more attempts still had not produced the desired results, and offered to pay cash for the pickup using the $10 I tipped her for her previous efforts.
It turned out that my company had left out a small but important piece of information, which was the holdup in shipping the packages back. I was really impressed by this young lady's willingness to go the extra mile when she had every reason to dismiss my need with a plea of "too busy." A colleague had recommended this hotel to me -- now I can see why. In a more or less commodity business, service makes all the difference.
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Recognized by Carolyn Jackson, Flaghouse Inc.