TripAdvisor Reviews Offer Praise
It is not unusual for the writer of a TripAdvisor review to praise a hotel team member by name as part of a longer, more detailed review. But it is highly unusual for the entire review to focus on how a single associate went above and beyond to satisfy a guest’s needs.
A recent review, entitled “Employee Sonam is a Star!,” describes the lengths to which Sonam Tsering, a bellman at the DoubleTree by Hilton Times Square West, went to get a husband and wife to Kennedy International Airport to catch their flight home.
The review reads like a thriller novel: “Our airport transfer failed to arrive. Sonam immediately came to our rescue and arranged alternative transport from the pickup company.
“But that car could not get near the hotel because of traffic gridlock. So, Sonam used his initiative and arranged for it to pick us up two blocks away, then carried our suitcases the two blocks to find it. He also presented us with water and cookies in case we were held up any further. We got to check-in at JFK with five minutes to spare.
“All thanks to the very helpful Sonam. We are very grateful. What a great employee!”
Team members at the DoubleTree by Hilton Midtown Fifth Ave came in for special praise on TripAdvisor. One guest titled her recent review, “Thank you, Mila," referring to Mila Shakhmurova, a guest service agent.
The DoubleTree’s front office director, Tom Tinoco, ”runs a very good team," said another guest in a recent review.
A TripAdvisor reviewer praised the staff of the Hyatt Centric Midtown 5th Avenue New York and singled out Katherine Rosario, front office supervisor, for “making sure we enjoyed our stay.” Another guest thanked Arlene McGruder, guest service agent, “for delivering great customer service.”
Jeanette Webb, another guest service agent, won kudos for fulfilling a guest’s special request. Finally, a corporate travel buyer thanked Adeline Colon, director of sales & marketing, for “making my job easy,” adding: “I greatly appreciate your dedication in providing exceptional customer service.”
Hyatt Centric General Manager Anthony Damiano isn’t surprised by the positive reviews his staff garners. “All our associates are bright and hardworking, but beyond that we try to recruit people who are outgoing and genuinely like to help other people,” he said.
