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-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!

ServiceStories-October11,2011

This week's stories!

OgunquitFestis next weekend! With the cooler weather this fall come and warm up with a hot cup of apple cider and enjoy that all festivities that Ogunquit has to offer. There is sure to be something for everyone from the high heel dash to pumpkin decorating and Catacombs. Come and watch the Meadowmere team defend their title for fastest bed in this year's bridge to beach bed race. Don't forget Ogunquit Restaurant week October 30th through November 3rd, yummy!

 

• Wardrobe malfunctions always happen at the most inopportune time. While getting ready for a wedding one of our guests was having difficulty with her dress. Sophia was working in our Main building when she overheard the guest inquiring with other wedding party guests if they had a pin. She looked through her purse and was able to find a pin for the guest to use. The only problem was that the guest needed two pins to make the adjustments to her dress. Sophia was on the search, she was able to find the guest another pin and saved the day! The guest was so happy that she gave her a big hug and thanked her for her help.
• Elfreda was finished her work for the day and returning home when she noticed a guest in the entrance way who seemed lost. She approached the guest and inquired if she could be of assistance. The guest was lost and unable to find her room. To top things off it was raining and the guest seemed apprehensive to venture out into the inclement weather and get soggy. She verified the guest's room number and escorted the guest with her umbrella to her room. She also took the time to show the guest where the breakfast would be served the next morning.
• A father was traveling with his two little girls and was unable to locate his room. Timmeea was finished with her work for the day and noticed the frazzled father in the parking lot. She inquired if she could be of any help, the guest admitted that he was having difficulty finding his room. She showed the guest where his room was located and advised him where to park and where the  elevator was located.

"Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution."  - 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!

ServiceStories-August24,2011

This week's stories! 

All together we love the Beatles in Ogunquit! Don't miss out on the chance to see "All Together Now" a Beatles tribute band this Saturday at Jonathan's Restaurant. We don't just love the Beatles we also love Ogunquit Beach, there are still plenty of beach days ahead, come and see what you love best about Ogunquit!

• The beach is a fun and relaxing place, just not the sand you bring home with you. Ashley was  cleaning one of her rooms when she noticed that the guest had sand in their bed. Knowing how uncomfortable and scratchy sandy sheets can be, she changed all of the linens for the guest so that when they returned for the evening they had fresh comfortable beds. Ahh, now that's relaxing.
• Jack received a call in the middle of the night that the air conditioner was not working in one of our guest's rooms. He went up to the room to assist the guest and was unable to fix the air conditioner for the guest. He moved the guest to a room just across the hall, but before moving them he checked to make sure that the air conditioner was on and the room was cool for the guest. He also turned on the lights and assisted the guest with moving their belongings. Now that's cool.
•  Families often stay with us and we all know that sometimes a little extra soap is needed or the kids just won't share. Ashley was cleaning a room when she was approached by a guest who requested if they could have a few extra bars of soap. She continued to leave extra amenities for the remainder of the guest's stay.

"A Customer is the most important  visitor on our premises. He is not dependant on us, we are dependent on him" - 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-August17,2011

This week's stories! 

The nights are getting cooler but the days are still hot and Ogunquit Beach is the hot spot! There is still time to take a family trip to Ogunquit before the kiddos go back to school. Don't forget about next week's Sidewalk Art Show and Sale on August 25th, the premier of Ogunquit's up and coming artists.

• Your wedding day is an important milestone in your life and you will never forget where you  spent  your special day and most couples return to the same place they honeymooned each year.Tracy made our guests honeymoon a little more memorable. While she was reviewing arrivals for the day she noticed a couple who was getting married that very day. She placed a wild flower bouquet, and a congratulatory card in their room for their arrival.  
• Janet was cleaning a stay over room when she noticed that the disposable razor they had on the counter was broken. Not wanting our guest to try and shave with a broken razor she replaced the broken razor with several new razors, one for each day of the guests stay.
• There are so many great dining options in Ogunquit that it can be hard to make a decision on where to eat. Janet suggested MC Perkins in Perkins Cove, she showed  them a menu and gave them directions. She also left an Ogunquit dining guide when cleaning their room so the guest could look for dining options for the remainder of their stay. The next day Janet conversed with the guest again and asked them how their dinner at MCs was, guest was so pleased with her recommendations and the thoughtfulness of the the dining guide. The guest's ate like kings during their stay!

"We see our customers as invited guest to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better" - Jeff Bezos, CEO Amazon.com

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-July4,2011

This week's stories! 

The days are longer and the nights are warmer and we love it! Summer is here and Ogunquit is the coolest place to be when the heat wave hits. There is plenty to do; the Ogunquit playhouse is in full swing, currently on stage “Summer of Love” a groovy summer time sensation, sun bathing, body surfing at Ogunquit Beach and plenty of fine cuisine. Either indoors or out it’s time to take it easy and relax, let the summertime relax you at the Meadowmere.

• Keepsakes hold special memories and help you relive your special moment. Janet noticed that a guest was intending to throw away her roses that she had received for her honeymoon. She showed her how to hang, dry and preserve her roses. The guest was delighted to keep her roses and remember her Maine honeymoon for many years to come.
• Tracy was checking over arrivals when she noticed that a guest scheduled to arrive was turning 40. She placed a card and small gift in the room for their arrival. The guest was so impressed that not only we had remembered his birthday but also made him feel special with the card and gift.
• Jeremey was in the Country Squire parking lot when he noticed a guest who looked lost. He approached the guest and offered assistance. Guest had mistakenly turned the wrong way out of the main entrance and ending up in the opposite direction from his room. He personally escorted the guest to their room, assisted them with their luggage, and gave the guests a tour of the amenities along the way.
• Celia was stocking her cart when a woman and small child strode past her with their luggage; the  woman had her arms filled with her luggage and unable to assist the little boy who was having  difficulty with his luggage. She helped the little boy with his luggage and assisted the guest with their key. Guest was very appreciate and mentioned upon departure how such a small gesture left a huge impression on her.

 

"The more you engage with customers the clearer things become and the easier it is to determine what you should be doing" - John Russell, President of Harley Davidson

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-June28,2011

This week's stories! 

It’s hard to believe that the Fourth of July is this weekend! We can’t wait for fireworks on Ogunquit Beach, lounging in our beach chairs and enjoying the live entertainment. With summer here, we enjoy rides on the trolley, ice cream in Perkins Cove and relaxing in the sun and what would summer vacation be without a boiled Lobster dinner, yummy!

• The anticipation of vacation can be the hardest part, just wanting to get to your destination and  get settled in so you can begin to relax. David received a call from a very frustrated guest, she had missed her exit and now had to back track to get to the resort. David stayed on the phone with her and gave her directions to get her back on track. Upon her arrival she was exhausted and hungry, he ordered her room service from Jonathan’s, then assisted her with finding her room and bringing her luggage to her room.
• Stuart was working at the front desk when he approached by two guests looking for accommodations. The guests spoke very little English so it was hard for them to understand where each room was located. He sensed that the guests did not understand so he gave them a tour of a few different rooms available as well as gave the guests a full tour of the resort. The guests were particularly impressed with the fitness facility and decided to stay with us for three nights. Throughout their stay Stuart personally assisted them with finding dinner accommodations and suggested different attractions within the area to visit.
• Matt noticed a guest that had just checked in having difficulty with their room key. He offered to show them how the key worked, unfortunately the keys were not working. He returned to the front desk and after verifying that guests were in the correct location he got them two new keys and assisted them with their luggage.
• Janet was getting ready to leave for the day and noticed a guest in our parking lot who had just checked in and were struggling with many pieces of luggage. She assisted the guest with their luggage and escorted them to their room.

 

"The more you engage with customers the clearer things become and the easier it is to determine what you should be doing." John Russell, President, Harley Davidson

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!