What You Do Behind the Scenes Predicts Your Scenery – Holiday Inn


My wife, Christie, bought me tickets for the Patriot Tour in Birmingham, Alabama for my birthday. Since we were pretty much flying in for the event and then right back out the next morning, we decided to stay at an airport hotel.

john di lemme holiday innWe arrived after midnight to the Holiday Inn. As we entered the holiday reception area, we noticed someone outside sweeping the walkway, which was a little odd considering it was so late. As we exited our car, the gentleman introduced himself as Randy and welcomed us to the hotel.

He asked if we needed help with our baggage and escorted us to the front desk where he proceeded to check us in. I explained that we had never seen a front desk team member take the initiative to clean up the outside area before. Randy replied that it was important for the front of the hotel to be clean when guests arrived.

This was amazing considering that he went above and beyond when no one was looking, because he knew it was the first impression for the guests. Proof that what you do behind the scenes does predict your scenery.

You could instantly tell that Randy strives for excellence and cares about the hotel guests. He was smiling and had a great attitude the entire time. Plus he recognized our elite member status, gave us an awesome suite upgrade, and offered us two bottles of water.

Randy took his customer service even further by telling us about the safest local areas if we were going outside of the hotel since it was so late. We truly appreciated his overall concern for our well-being and his desire to provide excellent customer service.

Team Member Recognized: Randy Shoemaker, Front Desk

Location of Business:
Holiday Inn
5000 Richard Arrington Jr. Blvd. N
Birmingham, AL 35212



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