As a GM there is always travel involved. So you get up and get on your way. This time however instead of working, it was for a bit of rest and relaxation. Out to Palm Springs I go. Where? To La Quinta Resort. Famous people have ventured here; my most favorite actress Joan Crawford being one. I was born on her birthday, so if she stayed here it was a must for me. Beautiful canyon scenery , pools, hiking and service, service, service! I wake up this morning workout, and a great breakfast. I decide to check my account. Come to find out that the hotel double billed me, wiping out my bank acct. As a single mom you know that money has to stretch and this stopped my tracks. The Front desk did all they could to get my bank to clear the extra charge, frustrated at first I sure I came across rude to the manager. But after I told him I'd call back I composed myself and realized mistakes happen and I'll do my best with what I have, and grateful that I was in a beautiful place. I called the Manager back and thanked him for his and the other agents efforts. I know they were trying their best and that's all I could ask for. You could hear on his voice his relief that I wasn't calling to yell. He mentioned times that people that have unlimited funds have ripped him a new one. He appreciated my understanding, so much so that when I arrived to the pool they had a chair and drinks waiting for me. When I got to my room a fruit tray arrived with wine with an apology note. How could I be upset at such effort? This is exactly what every GM should strive for as far as their employees going above and beyond. Not every guest will be understanding, but its the handling of the situation that counts. To being grateful and to those who continue to rise, strive and impact.
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Claudia LudlowClaudia Ludlow was born in Tijuana, MX, raised in Barrio Logan San Diego and schooled in Coronado, California. Through hard work and dedication she became and is currently the General Manager of a wonderful Boutique Hotel, The Glorietta Bay Inn, that sits on the Island of Coronado right across what is called the Big Bay of San Diego. She is the Chairwoman for the City of Coronado’s Tourism district. Claudia has learned so much about the industry and more so what hotel guests need and want to make their stay enjoyable. Guest change yearly and you have to keep up with what’s new and what’s up and coming. From turndown service, milk and cookies at bed time, to a simple welcome card with a bottle of wine - Claudia has perfected the little things that count. She will blog about items that have impacted her guests and how she, as a GM, makes her guest feel like her hotel is their home away from home. ArchivesCategories |