ServiceStories-May14,2012

This week's stories!

It’s the kick off to the summer season! Memorial Weekend is just around the corner and we think you deserve a long weekend in Ogunquit, spots are filling up fast check out our Memorial Weekender Package. Want to give back to Mother Earth? Learn more about how to maintain and protect our beautiful beaches and salty seas, learn and stay with our World Oceans Weekend!

• Extra amenities please and service with a smile. Whitney was approached by a guest in the Main Building hallway. The guest chatted with her for a moment and commented on how wonderful our oatmeal soap was and inquired if it was possible to get a few extra bars, another guest traveling with the party also requested extra towels for the remainder of their stay. She happily obliged and noted the guest's preferences so for their next vacation with us we could have the requests fulfilled prior to their arrival.
• Beverly was vacuuming the hallway in the West Meadow building when Donna, another employee,  asked her if she could help a guest in the laundry who was having difficulty with the coin operated laundry machine. She approached the guest to see if she could be of any help while Donna retrieved maintenance for further assistance. Beverly was able to un-jam the coins and fix the issue for the guest before maintenance returned. Guest was delighted and thanked her for her help.
• Take the time to stop and smell the roses. Beverly was walking through the main entrance when for ladies were commenting on the flowers and conversing about their stay. She overheard one of the ladies ask her group where the restrooms were located. Beverly greeted the ladies with a friendly hello and offered her assistance. She escorted the group to the nearest restroom and conversed with them about the lovely weather and beautiful flowers throughout the property.

 "Care more than you need to, more often than expected, more completely than the other guy."  - Seth Godin

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-May8,2012

This week's stories!

Ahhh smell that refreshing ocean air, with the rain we have had lately the smells of spring are in the air, and everything smells brand new. What are your favorite scents of spring? It’s almost here! The official kick-off to the Summer Season! Have you made your Memorial Weekend plans yet? Don’t forget that soon the dog days of summer will be upon us, don’t be left out in the dog house book your vacation early!

• Brandon was exiting the East Meadow Building when he noticed a guest in the connector doorwaywho seemed hesitate about venturing out into the rain. He greeted the guest and inquired if he could be of any help, the guest admitted that she wasn't looking forward to walking to Jonathan's for breakfast in the rain. He offered to retrieve an umbrella from the front desk for her to use, the guest gladly accepted. He quickly returned with the umbrella and the guest was delighted that she didn't have to get all soggy on her walk to breakfast.
• Sheila had baked a Strawberry Rhubarb pie for one of our major repeat guests. The guest was delighted at the homemade dessert but unfortunately she is allergic to strawberries. She told Sheila it was the "thought that counts" and was still very touched by Sheila's hospitality. Shelia made sure to note that the guest was allergic to strawberries and promised she would bake her an Maine apple pie for her next visit.
• Sunshine is good for you! After a few days of rain we had a guest who wanted to enjoy the sun's rays and lounge in the courtyard. They approached Crystal and asked if there were chairs in the courtyard yet, she advised the guest that there were and thinking of the last few days of rain asked the guest to give her one moment so that she could dry off the chairs for the guest to use.

   "Golden Rule: Treat Others the Way you Want to be Treated."  - 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-May1,2012

This week's stories!

May Day, May Day, we are in need of a vacation! It’s here and we mean Spring, it’s time to relax and renew enjoy all the beauty that is the Southern Maine Coast. May is for Moms! Show your Mother that you appreciate all she does and take her away to Ogunquit for some relaxation and shopping, check out our Mother’s Day Package. Don’t forget that Memorial Day is coming up, make your plans now and kick off the summer season with our famous Memorial Weekender Package!

• Brandon noticed guests loading their vehicle and that they had a very large bag that they were struggling with, he offered to help and the guest gladly accepted. She joked "we seem to have more items than when we came with". Brandon said he was happy to help and inquired if there was anything else they needed before departing with us. The guest admitted that she wasn't the only person in her party who did "a little shopping" while staying with us, she asked if he could also help her mother who was staying in the South Meadow building as well. He helped all the ladies with their heavy luggage and wished them a safe trip home. The guests were delighted and mentioned how helpful and hospitable Brandon was.
• Guests love our Oatmeal soap! Crystal was working in the South Meadow building when she was approached by a guest who asked where we get our soap they love it. Crystal let the guest know the soap is produced by a Nutra and offered to get the guest an extra bar for their room. The guest happily accepted. She asked if there was anything else that she could get for the guest to make their stay more enjoyable. The guest mentioned that the tub was a little slippery, she retrieved a rubber mat and left it in their room with a note wishing them a pleasant stay.
• Let me put that on ice for you! Brandon was cleaning a room when he noticed that the bucket that once contained ice was now simply water. He refilled the ice bucket for the guest and left them an additional plastic bag for ice so that when the guest returned they would have nice cold drinks instead of soggy ones.

   "Give trust and you'll get double in return."  - Kees Kamies

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-April24,2012

This week's stories!

April Showers bring May Flowers! It’s time to put away the rain boots and get the gardening gloves out, Ogunquit is in full bloom and so is the Meadowmere Resort. Spring in to our Special May Getaways from Mother’s Day to Memorial Day weekend and to all of our Canadian guests check out our Victoria Day Weekend Getaway and célèbrer avec nous!

• Go Sox! Sheila was approached by a guest at the front desk who inquired if we would be showingthe Red Sox game in the lobby as his wife was watching American Ido in their room. She advised the guest that there were currently guest in the lobby who were watching the television (and not the Sox game) but would be happy to give him a call in his room once the television was available. She followed through and once the party in the lobby departed she contacted the guest in his room to let him know that the Sox game was on and waiting for him.
• The stakes are high when it comes to loser pays for the weekend stay. Matt was called to the game room as two guests who were in a heated battle of air hockey and in the final play the puck became stuck. Matt brought along his handy-dandy screwdriver and was able to get the puck free so that they could continue their game of winner takes all air hockey. The guests were delighted and guest who was winning before the puck became stuck jokingly offered to "make it worth his while" if he wasn't able to get the puck out. There are no losers when it comes to fun time and memories made while on vacation.
• Janet was cleaning one of our luxury suites when the guest returned looking for her sunglasses. The guest didn't realize how sunny and bright it was outside and wanted to walk the Marginal Way without squinting and not actually getting to enjoy the beautiful view. Janet helped the guest and they were able to locate the sunglasses under the bed. She wished her a pleasant walk and suggested Perkins Cove for lunch after their walk.
• “Music and rhythm find their way into the secret places of the soul” - Socrates. Matt received a call that a guest's room radio was not working. He went up to the room and the guest was trying to listen to their i-pod but was not havingmuch luck. He checked all of the connections and the outlet and discovered that the backplate to the radio was loose. He replaced the radio and hit play. The guest was delighted and even offered a tip for his assistance. He politely declined and said that it was his pleasure.

   "It is not fair to ask of others what you are not willing to do yourself."  - Eleanor Roosevelt

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-April17,2012

This week's stories!

Mother’s are special for so many reasons and that’s why we think you should treat Mom to a special getaway in honor of her special day. Check out our Mother’s Day Getaway Package. Spring is in the air! With the days getting longer and warmer it’s the perfect time to check out all Ogunquit has to offer, from fine dining to walks along the Marginal Way, come enjoy relaxation as we gear up for another great season along Maine’s sandy shoreline!

• I need sweets for my sweetpea! Stuart received a call from a guest who would be arriving shortly and wanted to have something special placed in the room for this girlfriend. Knowing that in-room gifts normally require 24 hour notice, Stuart asked the guest if he could hold briefly while he checked wine availability with the pub and called Harbor Candies to see if a box of chocolates could be made up in such short notice. Stuart advised the guest that it was possible and told the guest we would see him soon. Stuart had the bottle of wine delivered from the pub and then drove down to Harbor Candies to pick up the box of chocolates and had them delivered to the room as well. The guest was delighted upon arrival and his girlfriend was very surprised.               
• Whitney was cleaning a stayover when she noticed that each day the guest was filling up their trash can and had used a paper bag for additional trash. She noticed the guest in the hallway and inquired if they would like an additional trash bin. Guest happily accepted and thanked her for her attention to detail.
• Jack received a call late in the evening while he was running the nightly audit. The guest was calling for a fellow police officer who was recuperating after an accident and the whole department wanted to do something nice for him and his girlfriend. Jack apologized to the guest and explained that he did not have access to the reservation's system at the moment but would happily give him any information he could and would e-mail details and rates once the night audit was complete. Once the night audit finished he made good on his promise and sent the guest details of different dates, room types and rates that the guest had inquired about as well as a few suggestions of additional in room gifts that could be added to the stay.

  "The best way to find yourself is to lose yourself in the service of others"  - Mahatma Ghandi

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-April10,2012

This week's stories!

School Days, School Days…It’s school vacation and it’s time to get out of the house with the kiddos and let them explore Ogunquit Beach! Did your little genius receive straight As on their report card this quarter? Check out our Make the Grade Getaways, a treat for you both! Don’t forget that Mother’s Day is coming up show Mom how much you care with our Mother’s Day Weekend Getaway!

• When you have a craving for Masaman Curry and Beef Satay nothing else will do it is simply
   delicious! One of our guests had a craving for Thai food and asked Janet if she could suggest any restaurants. Two restaurants came to mind but not knowing their hours she told the guest that she would double check their availability and get back to them. Janet called the front desk and got the phone number for both restaurants. She called Blue Elephant for the guest and found out they were closed, she also tried Mekhong Thai which was open and gave the guest their phone number and directions on how to get to the restaurant from the resort.
• Couponing is no longer a hobby it's a sport. One of our guests was dining at Jonathan's restaurant and was trying to print a coupon that they could use with their dinner. The guest was having difficulty printing the coupon in our business center. Kyle assisted the guest and was able to print the guest's coupon for them. The guest was delighted that they were able to get their coupon printed.
• Tracy had just finished checking in a guest and explaining where their room was located. The guest took their welcome packet and was speaking with his wife and explained that they were on the opposite side of the hallway and wouldn't be able watch the sunset. Tracy overheard the guest and changed the reservation to the opposite side of the hallway and met the guest at their door to exchange keys. The guest was delighted and so happy that she took the initiative to switch their rooms without having to ask.

  "Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible"  - Howard Schultz

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-April3,2012

This week's stories!

Hipity Hopity down the bunny trail and check out our Easter Weekend Package! It’s fun all weekend long don’t forget your basket, see how many Easter Eggs you can find at Clay Hill Farm’s annual Easter Egg Hunt! Spring break is almost here don’t forget to make your plans early, come and re-energize with relaxation for mom poolside and fun for the kiddos too, let us help you put that spring back in your step!

• Decaf? No thank you, it's dangerous to dilute my caffeine stream. Tracy was getting ready to depart for the day when a group of our repeat guests were checking in, she greeted them with a warm hello and remembering how much they love Dunkin Donuts offered to pick them all up coffee on her way in the following morning. The guest was delighted and gave her all of the specifics on their coffee and tea preferences. As promised she arrived promptly at 7am with their full coffee order. The guests came down to the desk shortly after and were very happy to have their coffees there waiting, it was just the wake up they needed to start their first day of vacation.
• Dead batteries are no fun, and they are even less fun on vacation. Kyle was working at the front desk when he was informed by another guest that there was a vehicle in our parking lot with it's hazard lights on. He went out to the parking lot and located the vehicle, recorded the parking permit information and called the guest. There was no answer in their room and remembering the guest from check in, he decided to talk a walk and check the common areas and amenities to see if he could locate the guest. He found the guest relaxing in the Roman Spa and informed them that their hazards were on so that they could turn them off before it ran down the vehicle's battery.
• Brittany was cleaning the Roman Spa when a guest inquired where the towels for the amenity were located. She informed the guest that the towels were located at the front desk. She offered to retrieve the guest a few towels so that they could continue to relax in the Roman Spa and wouldn't have to walk to the lobby in their swimsuits.
• Hey, I can't find the Lost and Found. Kristen was working in laundry when a guest asked her if she knew where the lost and found was. She advised the guest that it was located in the housekeeping office and called up to see if the guest's item had been located. The guest had misplaced his swimsuit and was looking to go for a swim, luckily the item had been turned in to lost and found. She offered to go to the office and retrieve the item for the guest, the guest declined and stated "I need the walk", she asked that the item be held at the front desk so that the guest could pick it up.

 "It is in this moment 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-March27,2012

This week's stories!

The Winds of March are blowing and the waves on Ogunquit beach are big and beautiful. Feeling a bit adventurous or just looking for that perfect 10 experience, check out our Om and Foam surfing package, featured in the Boston Herald’s travel issue. With the days getting longer and more sunshine to enjoy come discover all Ogunquit has to offer!

• It's all about relaxation! One of our guests was staying in the honeymoon suite and looking forward to soaking in the Jacuzzi tub. The guest was concerned however about getting in and out of the Jacuzzi tub as she was not so steady on her feet. The guest asked Janet if she had any suggestions. Janet quickly returned with two rubber mats so that the guest didn't need to use the cloth bathmat and felt more secure getting in and out of her Jacuzzi tub. Janet also advised the front desk of the guest's preference so that the rubber mat would be in the room upon their next arrival.
• With all this warm weather we had last week it felt like summer here at the resort. We even had guests sunbathing in our courtyard. Late one evening Jack received a call from a guest who inquired if we had a fan available so that he could circulated the air in his room. He found a fan for the guest and helped the guest set it up in their slider so they could enjoy the wonderful cool night's air.
• Accidents do sometimes happen. One of our housekeepers was cleaning a room when she stepped on a pair of sunglasses that had fallen to the floor. She called the front desk immediately to let them know of the mishap. Sheila from the front desk called the guest and apologized for the broken glasses, a new pair of sunglasses was offered but the guest declined. Guest stated that they were not an expensive pair and it gave the guest an excuse to purchase new ones for the summer. She thanked them for their consideration and gave them a voucher to enjoy a glass of wine and some cheese in the pub.

"If your job is customer satisfaction, you real job is Problem-Solver"  - Brian Tracey

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-March20,2012

This week's stories!

It's Maine Maple Weekend! Yummy, what is your favorite maple syrup accoutrement? Don't forget to check out the sugar shacks on Sunday and get a first hand look at how Maple Syrup is made. Hop, Hop, Hop over to the Meadowmere and checkout our Easter Weekend Package. Spring time is the best time to check out all Ogunquit has to offer.

• "Being happy in your skin, that's what it's all about" One of our guests inquired with Janet if wehad any lotion for sale or had a gift shop. The guest had forgotten her body lotion at home and the small bottle provided with the room amenities wasn't working for her. She advised the guest that we id have a gift shop but didn't believe that we sold any body lotion. She verified that the gift shop did not sell body lotion. She purchased body lotion for the guest and left it in the room with a small note wishing her a pleasant and comfortable stay.
• Here comes the bride. Crystal was working on Saturday when a future newly wed couple stopped by for a site visit. The couple was interested in seeing a suite, she showed them one of our Honeymoon suites. They mentioned that they were also curious in seeing our West Meadow Pub, she showed them the pub as well and took them on a tour of all of the amenity areas. The bride to be was very happy with what we had to offer and excited to make the next plans for their big day.
• Ashley was working in housekeeping when she noticed that a guest that was due to arrive was celebrating their birthday. She left them a little note thanking them for spending their special day with us and wishing them a happy birthday.

"Customer Service is not just a department, it's everyone's job"  - 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-March13,2012

This week's stories!

The Count Down to Spring is on! With only a few days left of winter we are gearing up for warmer weather and day dreaming about sunny days on Ogunquit Beach. Come escape and enjoy the beginning of this new season. Looking to try something new check out our Culinary Package with Bintliff's restaurant. The Easter Bunny asked up to remind you that his special day is just around the corner, don't forget about our Easter Weekend Package.

• Amber had just finished her work day in housekeeping and was getting ready to go out to dinner with her fiancee when she notice one of our repeat guests checking in. She welcomed them back and noticing their luggage offered to help them bring it to their room. The guest was so impressed and it was clear by her attire that she was on her way out, the guest made sure to come down to the front desk and commend her on her customer service and making them feel like a guest in one's home instead of a customer at a hotel.
• Windy days are great for flying a kite but not so good when you forgot your bathing suit on the ledge of your deck. Sheila was working the front desk when she received a call from one of our guests who had left her bathing suit on her deck to dry and the wind had carried it away and into the pool deck below. She got the key for the gate and retrieved the bathing suit for the guest. The guest was very happy for her help.
• It's true that moms are the master of multi-tasking but sometimes it is nice to have an extra set of hands. Brandon was returning from laundry when he noticed a guest who had her hands full with luggage and was also trying to keep her young toddler from getting to far ahead of her. He immediately asked if he could be of assistance and helped the guest with her luggage to her room. He also pointed out a much easier path to her room and assisted with the rest of her belongings in her vehicle.

 "Rule one: You can build a business on the foundation of great customer service. Rule tow: The only way to do great customer service is to treat different customers differently."  - Seth Godin

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!