Faye Tonge: Spotlight on Service

When a guest accidentally left his laptop behind during a stay at the SpringHill Suites New York Midtown Manhattan/Park Avenue, Executive Housekeeper Faye Tonge responded quickly, turning a mishap into a showcase of hospitality.

After searching the guest’s room without success, the hotel’s team discovered the laptop in a staircase, where it apparently had slipped out of the guest’s luggage.

Knowing the guest needed the laptop for an important meeting the next day, Faye took personal responsibility for shipping it to his next destination. First, she contacted FedEx, only to discover that the shipper would not process a credit card payment over the phone. Not missing a beat, Faye pivoted to UPS, where she arranged expedited shipping.

The laptop arrived the very next day, just in time. The guest was so impressed by Faye’s proactive problem-solving skills and personal commitment to going the extra mile that he wrote a heartfelt letter commending her to General Manager Robert Solis.

Faye, who has been in the M&R family since 2013, had tears in her eyes when she read the letter. “This is why I come to work every day -- to provide great service to our guests,” she said.