Going the Extra Mile

The heart of a breakfast attendant’s job is meeting guest expectations: greeting everyone with a welcoming smile, replenishing buffet items and clearing tables quickly to make room for more guests.

Occasionally circumstances enable attendants to exceed the already high bar of guest expectations. Such an opportunity recently presented itself to Freddy Compaz, breakfast attendant at the Holiday Inn Express Manhattan Midtown West.

When he was welcoming a guest for breakfast, Freddy learned it was her birthday. General Manager Susanna McCoon gave him permission to run to the corner delicatessen and bring back a slice of chocolate cake. He presented it to the guest as other team members sang “Happy Birthday” in Spanish, the guest’s native language.

The guest was delighted, telling the staff that the Holiday Inn Express Manhattan Midtown West was the friendliest hotel and that she’d be sure to return on her next trip to New York.

“Going the extra mile” may or may not involve a run to the local deli. A thoughtful gesture and a smile may be all that’s required. Such acts remind guests that their business is appreciated.