ServiceStories-January24,2012

This week's stories!

January is almost to an end and February is quickly approaching. Make your plans now for Valentine’s Day, cupid doesn’t like to wait, check out our Valentine’s Day Package. Not sure what to do with the kiddos during February vacation? Take them up to the Meadowmere and check out our kid-tivities.

• Janet was working in the South Meadow Building when she noticed one of our guests who seemedto be looking for something on the floor in the hallway. She approached the guest and inquired if she could be of any help. The guest explained that she had lost one of her earrings and it had sentimental value to her, it had an angel on it and her daughter had given them to her. Janet assisted the guest in her search, unfortunately they were unable to find the earring. Janet noticed the same guest later on in the day and inquired if she had any luck finding the earring, the guest replied "sadly no". Janet suggested to the guest that she had the same thing happen to her and she was able to take the one remaining earring to a jeweler and they were able to make a pendant out of it. The guest thanked her for her suggestion and seemed eager to do the same.
• Janet noticed that one of our guests who was arriving was celebrating their anniversary. She placed rose soap, swan towels and a card wishing them a happy anniversary and many more to come.
• Ollie, Ollie, Oxen Free. Matt was working in the South Meadow Building when he noticed a guest who seemed lost. He asked if he could be of assistance and the guest admitted that she got separated from her daughter and was trying to find her. He suggested that she may be in the lobby and escorted the guest down to the lobby, the guest's daughter was not there. Next he suggested the pub and escorted her there when she was reunited with her party.

"It is in this moment that you have the power to be the solution"  - Ileana Kane

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-January17,2012

This week's stories!

Ice skating, sleigh rides and snowball fights! It’s winter time in Maine! Come join us for a weekend of fine dining and fun in the snow with our Eat, Drink and Be Merry Package. Don’t miss out, Valentine’s day is coming up sweep your sweetie off their feet with our Valentine’s by the Sea Package.

• When you've got a craving for hot chocolate nothing else will do. It's the best part of a cold winter night. Sheila noticed a guest sitting alone in the lobby sitting area, enjoying the football game. He asked where he could get some hot chocolate. She suggested our West Meadow Pub. The guest went over to the pub and returned shortly after, disappointed as they were not serving hot chocolate. She went around to the coffee station to see if any hot chocolate packets were left from the earlier coffee service. She found a packet and made him the perfect cup of hot chocolate. The guest was delighted as he had been craving a cup after seeing a commerical during the game.
• Kyle received a call from a guest shortly after they checked in. The guest was having difficulty with the heat in their room. He went down to the room to assist them and soon realized he would have to call maintenance. He offered the guest to switch rooms so that they would not be further inconvenienced. The guest happily accepted and he assisted the guest with their luggage. He then returned to their room with their new arrival packet and a box of toffee to sweeten the deal.
• There is nothing like curling up with a good book. Janet was walking through the library area when she noticed a gentleman who had dozed off while reading his book. He awoke when she passed by, she smiled and asked if he would like a blanket to curl up under. He thought about it, smiled, but declined.

"Service, in short, is not what you do, but who you are. It is a way of living that you need to bring to everything you do, if you are to bring it to your customer interactions"  - Betsy Sanders

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-January10,2012

This week's stories!

Winter is here! There is something magical about the ground all covered in snow. Come and join us for Martin Luther King weekend and enjoy all Ogunquit has to offer in every season. Don't forget that Valentine's day is coming up, what a better way to treat your sweetheart then to a romantic escape to the Meadowmere, check out our Valentine's Day Package.

• Jack received a call late one night from a young man who needed a little encouragement in popping the big question. The young man had called to inquire what extra items he could order for his room such as flowers or chocolates. The guest was given the possible in room gift selections and decided not to add any additional items to his stay. After their conversation Jack upgraded the guest to a Deluxe room with King bed and gas Fireplace to help set the mood for their special moment.
•  I scream, you scream, we all scream for ice cream! Janet noticed a guest who had her hands full with pints of ice cream. She retrieved a bag for the guest so that she could comfortably carry her desert back to her room. 
• Sheila was checking in a guest who had received a gift certificate as a holiday gift. They were originally interested in booking a standard room with two double beds. She suggested that they upgrade their accommodations and splurge on themselves as we had a king with fireplace and their gift certificate would cover most of the cost. Sheila continued with their reservation for the king with fireplace but unfortunately the room was only available for one of the nights of their stay. She suggested instead a room in the same locations with two queen size beds, the guests were happy with her suggestions and look forward to staying in our king fireplace rooms on their next visit. 

"To my customer. I may not have the answer, but I'll find it. I may not have the time, but I'll make it"  - Unknown

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-January2,2012

This week's stories!

Cups filled with hot chocolate, snuggled up near the fireplace. With the holidays complete for another year it is the perfect time to slow down and relax, it’s time to unwind and enjoy the sleepy months of winter. Come and pamper you and your loved one with our Spa Package, looking to feed your soul instead try our favorite Eat, Drink and Be Merry Package.

• Even better than lenscrafters, we come right to your door for repairs. Crystal received a call that one of our guests had broken her glasses. She remembered finding a eye glasses repair kit earlier in the week, she retrieved the kit from lost and found and went up to the guest's room to assist. The guest stated that the lens had fallen out and that she could not see anything without her glasses. Crystal was able to find the correct size screw and reattach the lens into the side of the frame. 

 

• One of our guests was having difficulty controlling the temperature of their room. They called down to the front desk and spoke with Sheila. She was unable to assist the guest with the thermostat and upgraded the guests to a honeymoon suite. While speaking with the guest she learned that this was their 30th Anniversary and what a special way to spend their time here as they had missed out on a honeymoon 30 years ago and "late was better than never".

 

• Janet overheard one of our younger guests asking her Dad for a piece of chocolate. The dad apologized to the little one as he didn't have any with him. She approached the guest and showed the father the piece of chocolate that she had in her purse and asked if it was ok before giving it to the little girl. The little girl was delighted and so was the father who was certainly going to have to make a trip to the vending machine had it not been for Janet.

 

• Tracy discovered that two of our repeat guests were traveling a day early without their children to celebrate their 20th Wedding Anniversary. They booked our Arch Honeymoon suite, to sweeten the deal she placed a box of chocolates in the guest's room for them to enjoy.

"It starts with respect. If you respect the customer as a human being and truly honor their right to be treated fairly and honestly, everything else is much easier"  - Doug Smith

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-December27,2011

This week's stories!

And Mom and Dad can hardly wait for school to start again…

It’s school vacation time once again, come and relax with the family and enjoy our indoor heated pool and Roman Bath. There is still time to make your plans for New Year’s Eve, ring in the New Year in style with our New Year’s by the Sea Package.

• Why do toys never come with batteries? Sheila was approached by a frantic parent who had absentmindedly forgotten to wrap batteries for their child’s Christmas gift. Needless to say the child was upset that he wasn’t able to enjoy his new toy from Santa. Sheila provided the guests with batteries and saved the day. The child was able to happily play with his new toy and the parents were able to relax for the evening without the worry of where to purchase batteries on Christmas day.

 

• Baby it’s cold outside. One of our guests was having difficulty with the heat in their room. Jeremey assisted the guest with the setting and soon realized that the heating system was still blowing cool air. He quickly called the maintenance department who was able to fix the issue for the guest.

 

• Crystal was cleaning a stayover room for a guest when she noticed that they had been wrapping presents and their trash was overflowing. She offered them a larger trash can so that they could continue wrapping without the extra wrapping paper overflowing from the basket.

"Make their day - it's amazing how creating special memories for someone else will lift your spirits as well."  - Exert from Fish!

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-December20,2011

This week's stories!

It’s the 5^thday of Christmas and my true love gave to me a gift certificate for a five night stay by the sea! Christmas is quickly approaching and we have just the thing for those last minute shoppers, a gift certificate to the Meadowmere Resort, give them the gift of memories to last all year. We are looking forward to the holidays ahead and spending time with family and friends, we would love to see you too! If the house is a little crowded for the holidays come and stay with us, we are willing to bet that Aunt Gretchen doesn’t have an indoor heated pool at her house!

• People hate to ask for directions and it's no secret why, chances are you will end up even more lost then you were before. While working in laundry Amber noticed a couple who seemed lost. She asked if she could be of help, the guests inquired where the pool was located. Amber escorted the guests to the indoor pool so that they did not get lost again and could enjoy and relax in the amenity.
• Sometimes it's as easy as unplugging and trying it again, one of our guests reported that his television was not working. The guest stated that he had sound but no picture. The guest requested that someone please fix the television the next morning. Guest came down to the desk the next morning and reported that the issue was fixed he simply unplugged the television and plugged it back in. Tracy chatted with the guest for a few moments and then sent a bag of carmel moose munch up to his room as a thank you for fixing the television.

"The longer you wait, the harder it is to produce outstanding customer service."  - William H. Davidow

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-December13,2011

This week's stories!

Ho, ho, ho! We are feeling the holiday spirit and we want you to too! Come and join us for the holiday season with our popular Eat, Drink and be Merry Package or make plans to ring in the New Year in style with our New Year’s Eve by the Sea Package. Hang up that Santa hat for a moment and treat yourself to a mini-escape just in time to recharge your spirits for the holidays ahead!

• A warm meal and something to sooth the sweet tooth!Two ladies had purchased their dinners onthe way to the resort and they needed their meals warmed up. Sheila gladly took the plates from the guest and warmed them up for them. Later in the evening the guest returned looking for something sweet, she suggested some hot cocoa, there were no packets at the lobby coffee station as it had been broken down for the evening, she went over to the pub and retrieved a few packets for the guests to enjoy. Guests were so pleased by the service they received during their stay that they made sure to make their plans for their next trip to Ogunquit before they departed for home.
• Janet was working in the South Meadow building when she was approached by a guest who was having difficulty setting the heat in their room. Janet was unable to assist the guest so she located maintenance and they assisted the guest directly. Guest was very pleased with the immediate fix to their concern.
• Nothing says Happy Birthday like chocolate! Tracy was reviewing the arrivals for the day when she noticed that one of our guests was celebrating their birthday with us. She had a box of chocolates and a small note wishing them a Happy Birthday in their room for their arrival.

"When the customer comes first, the customer will last."  - Robert Half

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-December6,2011

This week's stories!

It’s the most wonderful time of the year! It’s almost here, Christmas by the Sea and we want you to join us for all the festivities. There is still time to take a mini escape from all that wrapping and holiday baking and pamper yourself.  If you still have shopping to do stay with us and receive discounts towards the Kittery Outlets. Still not sure what to get them for the holidays? Meadowmere Resort gift certificates are a great holiday gift, treat that special Santa to a relaxing vacation.

• Guests were celebrating their family gathering for the holidays. Janet noticed that they had a small tree set up in one of their rooms. She retrieved a box of chocolates and wrapped the gift for the guest and left it for them undert their tree so that they would have a special treat to enjoy when they returned.
• Many families celebrate with us this time of year. One of our repeat guests was in charge of planning her family's gathering for the holidays and was very anxious about her dining options for her large group. Sheila was able to assist the guest and make arrangements for her to have a private location and talked with her about all her different options. The guest was able to relax and the holiday gathering was a hugh success.
• One of our top guests returned for another stay. Tracy wanted to thank them for their loyal business and wish them a happy holidays. She placed some festive "moose munch" popcorn mix and a holiday card in their room welcoming them back to the resort.

"Always remember - take care of the customer, take care of each other, take care of yourself."  - Unknown

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-November29,2011

This week's stories!

Our gingerbread family is awaiting your arrival! Don't forget about our annual "Miracle on Main Street" contest, give us your best guess of how many of feet of garland we used in this year's holiday decorations. Come and join us for the holiday festivities and the bonfire at the beach at this year's Christmas By the Sea Festival. Make plans to ring in the New Year with our New Year's By the Sea Celebration. Give them the gift of memories to enjoy for years to come with a gift certificate to the Meadowmere.

• Leftovers are the best part of Chinese takeout. Janet noticed a guest checking out of one of our Luxury Suties, as he was carrying his items to his vehicle, his paper bage with Chinese food began to rip.l She gave him a sturdy plastic bag and assisted him with his leftovers. The guest was so impressed that they mentioned it at check out and commended Janet on her customer service.
• We live in a technology driven world and it is important to stay in touch even while traveling. One of our guests was having difficulty connecting to the internet on her laptop, she needed to check her e-mail and was walking through the hallway looking for an internet signal. Jeremey approached the guest and inquired if she needed help. He was able to connect the guest to the internet, she was very happy that she was able to check her e-mail from the comfort of her own room.
• One of our guests was at the vending machine but had forgotten his wallet in his room. Guest was trying to purchase a water. Janet noticed the guest in the hallway and offered her assistance. She purchased the water for the guest. Guest was extremely grateful and impressed with her kind gesture.

"Here is a simple but powerful rule: always give people more than what they expect to get."  - Nelson Boswell

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!

ServiceStories-November22,2011

This week's stories!

We have begun our holiday decorating and this year the resort is sure to be festive, come and see what all of Santa’s elves have been up to here at the Meadowmere. We are looking forward to the holiday festivities ahead and can hardly wait for the bonfire on the beach and the return of Santa and his sleigh, don’t miss out on the Christmas By the Sea Festival! Looking for a fun way to ring in the New Year, come and stay with our New Year’s Eve By the Sea Package!

• Swipe keycards can be fickle from time to time and it can be very irritating for a guest especially when one is carrying their entire luggage back and forth to get new keys. One of our guests had visited the front desk twice to have her keys reactivated; Janet noticed the guest in the hallway having difficulty with her key and offered her assistance. Janet soon discovered the reason that the guest was unable to gain access to her room, she was at the wrong room. Janet escorted the guest to the elevator and Jackie assisted with the guest's luggage and escorted her to her correct room so there was no further confusion.
• One of our guests had enjoyed the ambiance of our West Meadow pub and was returning to their room. As the guest was walking past the desk they stopped to chat with Stuart. He spoke with the guest for a few moments, noticing that the guest was a bit tired and wobbly he assisted the guest to their room and helped them find their key. He waited at the door to make sure that the guest was all settled in and wished them a pleasant evening.
• As a new employee sometimes you don’t always know exactly where everything is located. Amber was completing her training when she was approached by a guest who inquired where the closest ice machine was. She asked a fellow employee who was in the vicinity where the ice machine could be found. She then returned to the guest to let them know where the ice machine was located and made sure the guest found the amenity and also found their way back to their room.

"To understand the man, you must first walk a mile in his moccasin."  - North American Indian Proverb

Thank you for letting us share this week's service stories with you. Each week we hope our little differences help bring a smile to your face - remember, service is not dead. It just took a vacation to Maine!