ServiceStories-February7,2012

This week's stories!

Love is in the air! Still stumped on what to get your sweetheart? Sweep them off their feet with a Valentine’s Package, now that’s Amore. While you are here celebrating the day of love follow cupid’s arrow next door to Jonathan’s and check out John Waite live in concert. Since February is the month for love we wonder what you love most about Ogunquit? We love this quaint seaside town and it’s no wonder why you will too. From shopping to dinning to just relaxing poolside, Ogunquit is made for love.

• Kyle received a call from a guest who was concerned about a muffled noise coming from the areasurrounding her room. Kyle was on the case he went to the guest's room and listened outside the door to determine where the noise was coming from. He was able to pinpoint the source of the noise, it was the theater room. He advised the guest where the noise was coming from and went to turn down the volume to the movie that was playing. He noticed that the movie was ending and it was the music that plays during the credits that was loud and had a lot of base so he turned the movie off completely. The guest was delighted and happy for his help.
• No one wants to pack a damp bathing suit in their luggage it gets everything else wet and makes unpacking at home that much more of a chore. Janet noticed a family packing up their things and getting ready to depart from theirfamily getaway. The mother was picking up the children's bathing suits and trying to fit them all in the wet compartment of her suitcase. She offered the guest a few extra plastic bags so the bathing suits could be kept separate. The guest was happy for the help and they exchanged stories about "after vacation laundry".
• Carrie received a call from a guest who was celebrating her daughter's 11th birthday and so far things were not going as planned. She assisted the guest with their reservation and then had a card and small gift placed in the family suite so that when the birthday girl arrived she felt special on her special day. The mother came down and personally thanked her for the gift and said it put a "big smile on her face after a long day"

 "Alone we can do so little. Together we can do so much"  - Helen Keller

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-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-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-November8,2011

This week's stories!

This time of year is for family and gathering with friends, continue the tradition or make new memories, let us do all the work and you can sit back and enjoy time with loved ones. Try our Thanksgiving Gobbler Package! Don’t forget November is for Shopping, with discounts to the Kittery and Freeport outlets you are sure to find that perfect holiday gift. Still stumped on your holiday list, the Meadowmere Resort sells gift certificates, why not give them the gift that will create memories for years to come!

• Everyone has a favorite amenity! One of our guests was checking in later in the evening and was only able to getaway for one night. He was disappointed that he was delayed in his arrival, as his favorite amenity is the pool and he was looking forward to taking a swim. Sheila was able to check him in quickly so that he could enjoy the pool for a few moments before the amenity closed. While she was completing her nightly closing list she made sure to leave the pool as the last amenity on her list so that he could enjoy his swim as long as possible.
• Weddings are always exciting and they do take some careful planning. One of our guests was interested in the options available to her for a small ceremony on the Marginal Way in late November or early December. Sheila discussed different room types and package stay options available for her desired dates. They went over all the details and different options as well as some great ideas for a small and memorable ceremony here in Ogunquit!
• We had quite a few guests who stayed at the resort after the early winter weather in October.One guest in particular had such a great time at the resort that they decided to stay another night even though their power had been restored. Sheila chatted with them about the unseasonal weather and they began discussing options for dinner that evening. The guest mentioned that they loved diners and Sheila suggested that they try the Maine Diner. They loved it! The guests returned and personally thanked Sheila for her great recommendation.

"The purpose of a business is to create a customer who creates customers."  - Shiv Singh

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-November1,2011

This week's stories!

November started off with a little surprise from Mother Nature. Ogunquit looked so beautiful with a fresh coat of white snow and with so many great winter festivals ahead we can't wait for the winter season, we love Ogunquit in any season and we know you will too! Veteran's Dayis coming up, show that special Veteran your appreciation with a relaxing trip to Ogunquit. Don't forget that November is for Shoppingand what a great way to check off those holiday shopping lists than a shopping spree at the Kittery or Freeport Outlets and then unwind with a soak in our Roman Bath!

• Maine is know for it's fine dining and there is a reason that our motto is "the way life should be". One of our repeat guests was in much need of a vacation and some relaxation. She had spent the last month cleaning up from the aftermath of hurricane Irene and was looking forward to her time here at the resort. Sheila and Stuart were aware of the damage that was caused in her area due to the storm and she had shared with them her own hardships. They decided to brighten her spirits and treat her to one of their favorite restaurants. They purchased a gift certificate and presented it to her on the next evening. She was so delighted and enjoyed the restaurant so much she returned the next night as well. On the day of her departure she commented on how relaxed and rejuvinated she felt and how the entire staff made her feel "at home", especially the thoughtfulness of Sheila and Stuart.
• We've all experienced a vending machine that is less than cooperative and takes your money but fails to vend your purchase. Jeremey was returning from the laundry when he noticed a guest having difficulty with the vending machine. The guest was trying to purchase a bottle of water for his work out in the fitness facility. He offered to fix the vending machine and would return with the water so that the guest could go and start their workout without delay.
• Sometimes no matter how many times you check your room, you still leave something behind. Crystal was checking rooms on her board when she noticed a guest departing. She greeted them and asked how they enjoyed their stay and conversed for a few moments. The guest mentioned to her that theyhad that feeling like they were forgetting something but couldn't find anything in the bureaus or closet. She offered to help and give it a fresh set of eyes. Nothing was found and the guest departed. On further inspection she found the guest's items behind the drape and was able to return the item to the guest before they left. The guest laughed and inquired where she had found the missing item. The guest departed with a big smile on her face and thanked her once again for all of her help.

"They may forget what you said, but they will never forget how you made them feel."  - Carl Buechner

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-October24,2011

This week's stories!

OgunquitFest was so much fun we are already looking forward to next year’s! Thank you to all who came and cheered on our winning bed race team. With October coming to an end this means Halloween and the spooky catacombs of Ogunquit, don’t miss out on your chance to shriek in delight at the Ogunquit Village School October 28 and 296-10pm. Also coming up at the end of October is Ogunquit’s Restaurant week October 30 to November 3, come and taste the best of Ogunquit.

• Birthdays are always special. Janet was cleaning one of our luxury suites when she noticed on the arrival listing that it was the guest’s birthday. She placed swan towels on the bed with a “Happy Birthday” ribbon for the guest’s arrival. The guest was so happy and impressed that she wrote a note to Janet thanking her for the birthday wishes and for making her birthday trip a memorable one.
• Wouldn't it be nice if you could be on vacation all the time? Or at least take home that feeling with you. One of our guests approached Tracy at the front desk and inquired about where we purchased the bedroom set in our luxury suites. She told the guest she was not certain but would inquire and let them know. She then contacted the housekeeping supervisor to inquire about the manufacturer of the furniture set. She was able to find out that the set was from Broyhill. She gave this information as well as the name of the furniture set and suggestions of where the guest could order the furniture from. The guests were delighted and could now have enjoy a memory of their vacation at home.
• "Hey where did they go?" Janet noticed a guest in the main building hallway who appeared to be looking for someone. She asked if she could be of assistance and the guest admitted that she was supposed to meet her friends in the Roman Spa but didn't have a clue how to get there. She walked the guest to the Roman Spa but her friends were not there, she then escorted the guest to the indoor pool to search for her friends there. The guest's friends were there lounging poolside, awaiting the arrival of their friend.

"Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral."  - Rick Tate

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!