ServiceStories-February21,2012

This week's stories!

It’s beginning to look at lot like March Madness around here! The decorating for St. Patrick’s Day has begun and we think we may know where the leprechaun left his pot of gold. Check out our upcoming packages for this March. Are you looking to expand your wine tasting skills? Check out our Wine and Dine Weekend’s at Jonathan’s with Chef Nick, there are Beer Dinners too. Its’ the Luck of the Irish, enjoy our St. Patrick’s Weekend Escape.

• I like coffee, I like tea, but please no artificial creamers for me. One of our guests did not care for the substitute creamers that we have for our coffee. Guest inquired with Janet if we had any milk here at the resort, Janet informed the guest she was not sure but she would check for them. During her break she went down to Cumberland Farms and purchased milk for the guest so that they could enjoy their coffee. She left a note with the milk in their fridge.
• Brandon was stocking closets when he noticed a couple who seemed lost. He asked if he could help, the guest admitted that they were looking for Jonathan's Restaurant and had made a wrong turn somewhere along the way and were now just walking in circles. He closed up the closet he was working in and guided the guest over to Jonathan's restaurant.
• Kyle was working on the dining guide binder which is located in the lobby and has the menus of all of the surrounding restaurants. During this time of the year it is very important that we check this binder often due to the availability changes of the local restaurants. He overheard a guest discussing where they would like to dine and who were having difficulty finding a menu to their favorite restaurant. Discovering that the restaurant has just re-opened for the season he gave the guest the most recent copy of their menu and assisted the guest with making dinner reservations.

 "Profit in business comes from repeat customers; customers that boast about your product and service and that bring friends with them."  - W. Edward Deming

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-February13,2012

This week's stories!

Is this a cruel joke from Mother Nature or has Spring already Sprung? It’s school vacation and the kiddos are sure to be driving mom crazy in no time, give mom the break that she deserves. Relaxation poolside while the kids swim off all that energy. Check out all the up and coming packages this March like the Wine and Dine Weekends at Jonathan’s or our St. Patrick’s Weekend Escape.

• Kristen was working in laundry when she noticed a couple of our guests who were entering the fitness center. She greeted them with a pleasant hello and inquired how their stay was. The guests were blown away, they said that everything was great and everyone was warm and welcoming, they truly felt at home. After conversing with the guests for a moment she wished them a pleasant work out and a great day.
• One of our new employees was working in the hallway when he was approached by a guest who was lost and needed directions to the fitness center. Ronald said he would gladly help and he could empathize with her loss of direction as he was still getting used to the property himself. He escorted the guest tot he fitness center and pointed out the best route to take. He also showed her where the sauna and steam room were located as well as the tanning salon.
• Janet noticed guests in our south building who seemed a little lost. She inquired if she could be of help. The guest admitted that they had spa appointments but they couldn't remember where they were supposed to go. She verified that they had their voucher for the appointment and then escorted them down to their appointments so they wouldn't miss a minute of their relaxing massages.

 "Profit in business comes from repeat customers; customers that boast about your product and service and that bring friends with them."  - W. Edward Deming

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-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-January31,2012

This week's stories!

Well it looks like six more weeks of winter, Punxsutawney Phil saw his shadow and scampered back into his burrow. That’s just fine with us, it may be cold outside but we are toasty warm inside enjoying the relaxing waterfalls of the Roman Spa. There is still time to treat your sweetie to the ultimate romantic escape with our Valentine’s Day Package.

• Jeremey was bringing linens down to laundry when he noticed a guest who was having difficultywith the fitness vending machine. The machine was jammed and she really wanted a gatorade. Jeremey went back up to the office and got the vending machine keys and fixed the jam in the machine. The guest was delighted as she was able to get the drink she wanted instead of just her money back.
• One of our guest's was discussing our environmental polices with Janet. She commended the resort on its achievements but was a little disappointed with the size of the recycling receptacle in her room. Janet apologized to the guest and told her that she would make sure for her next stay that a larger receptacle was placed in her room. Janet then recorded this on her paperwork for the day so the guest's preference could be added to their profile and the guest would receive a larger receptacle each stay.
• There is nothing worse then missing the begining of a movie and trying to figure out what was missed in those first few moments of the story. Kyle was starting the movie for guests in the theater room, one of the guests had forgotten his hearing aids back in his room and returned to his room to get them. As they were the only guests in the theater room, he delayed the movie so that they would not miss the beginning and stayed to make sure that the volume was comfortable for the guests.
• There is nothing like a hot cup of coffee with your morning crossword puzzle. Tracy noticed that one of our repeat guests was due to arrive. Knowing that the guest enjoyed the lobby each morning and her crossword puzzle with a cup of hot coffee, she placed a coffee mug with assorted coffee and hot chocolate for her to enjoy with her crossword puzzles.

"Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1"  - Stew Leonard, CEO Stew Leonard's

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-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!