Katherine is here to help during your stay
Monday, October 22nd, 2007I’m always irritated by the shirt tags which say, “Inspected by Table #3″ or “Checked by #7.” I don’t know who they are, and I don’t care.
But when I checked into the Fairfield Inn & Suites - Marriott, I was surprised to hear the gal at the front desk say, “My name’s Katherine. Call me if you need anything.”
She seemed happy about it. She wanted to help. She wanted to know if anything went wrong. She wanted to be here for us, no matter what.
I was even more surprised when I turned the room key envelope over and read,
“We promise to:
[list of promises]
….After all, a promise is a promise.
-Katherine
is here to help during your stay.
* * *
After dinner, I was working in the lobby on my laptop. Katherine was walking around, getting a coffee from the machine. First I asked her about things to do locally because I like trying new experiences whenever I work. But then she looked so relaxed, sitting on a sofa. I said, “Sorry, are you on break?”
“No,” she sipped the coffee, “I work sixteen-hour days.”
After she suggested a few things to do, I asked about the local raceway, because I really wanted to go but hadn’t been able to find any information.
“I’m going at 2 p.m. for the amateur drag racing.” She glowed radiantly, thinking about it. I asked her if it’d still be going when I got off work. “You want me to call my friend?” she offered.
I was taken aback, not used to personal friendliness from someone who works at a hotel. At first I said no, but on second thought I said I’d appreciate it. She texted him, and he texted back.
“They’re open until 10 p.m.,” she said. “If you come by, look for me. I’ll be wearing the pink helmet surrounded by five guys.”
I believe I could have been almost anyone and she would treat them the same way. With her full personal attention, treating them as they want to be treated, professionally and, more importantly, as a friend. She did treat several guests in that hour as she treated me, with one-on-one attention, letting them feel welcomed and alive.
* * *
Certainly Katherine gets benefits. She chooses when to walk around the lobby, when to get coffee, when to relax. She was comfortable being herself the whole time.
When another customer came in, she put down her coffee and immediately walked to the front desk to greet him. Later she cleaned the conference room and turned the TV to her sports team. Again, she relaxed when there was nothing to do, and immediately acted whenever there was something to do.
Other guests even asked her what the score was — they know what she cares about and they care too.
So, you ask, why does Katherine work personally, living at work? Katherine:
- relaxes when she wants to relax,
- does what she cares about,
- has one-on-one relations with customers who ask about the things she loves,
- is happy and productive even through a sixteen-hour workday,
- gets paid bigger tips,
- knows she’s doing a great job and making a difference in people’s lives.
When I went back to my hotel room, I saw a card:
“Thank you for staying at Fairfield Inn & Suites - Marriott
-Jessica
Guest Room Attendant.”
I feel warmly knowing that in every area of the hotel, someone is looking out for me, and I can go to them. In my room I even have two people looking out for me. Whatever Jessica isn’t here for, Katherine is.
* * *
At companies where there are more people than I can know on a first-name basis, first names lose their meaning. But some companies do limit departments or locations to 90 or 120 people. These personal companies grow off new groups when they get too big.
So we always stay close and personal as friends. We have one-on-one relationships. We can follow-up. We have autonomy in decision-making. We have fulfilling work lives.
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