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I stay too many nights at hotels. And I know what it’s like to feel anonymous. But Fairmont Hotels delighted me tonight when, out of the blue, they upgraded me to the Prime Minister’s Suite. Now they’ve got a customer for life.
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I work at the …
I work at the Fairmont Scottsdale Hotel (Formerly the Princess Hotel) and the thing they drill into our brains most during our orientations is empathy. They really stress using the customer’s name, and going out of our way to make sure they’re happy.
We are even told to provide unexpected services such as that room upgrade; usually small things that have a big effect. That’s exactly why we have 5 diamond hotels.