I feel that the Hawthorne Hotel is where it is because of the kind of staff members we have here -- staff who understand that just because we don't charge the very highest prices, we can still deliver the very highest quality of personalized service. So when I talk to our staff about our business model, I try to always remind them that we are not in the "hotel" business, we are in the "hospitality" business.
Recently we received an event evaluation that mentioned Cheryl by name. The client was just waiting for something, and Cheryl stopped by and asked if she could get her anything. The client asked where she could get some kind of chips or nuts to snack on. Cheryl determined more exactly what was desired, and went to one of our vending machines, bought the guest what she wanted, and delivered it right back to her. That is definitely "high touch" service of the "hospitality" nature in all our books.
Here we are today, honoring Cheryl for this kind of exemplary service, not just for that one incident, because I can assure you that for every time we hear about something specific like this, there are many times when Cheryl is providing that kind of "high touch" service. It is something she does for virtually every event she works.
|Here is the "surprise" moment!|
|Liz Dube, Banquet Manager, giving the assembled crowd "the speech" about why Cheryl was nominated.|
Rebecca Cope, Dining Services Manager, is smiling in recognition of everything Liz is saying.
|Left to right: Liz Dube, Banquet Manager; Cheryl Ennis, February Employee of the Month; Juli Lederhaus, General Manager|
I hope you will join me in recognizing Cheryl when you see her next time.