Gary Gill, telephone operator for The Broadmoor, earns the Heart of Hospitality award from The Above and Beyond Foundation.
1. How do you go above and beyond?
Our guests have a high expectation of service from The Broadmoor. Every team member strives to exceed that expectation; but, as I found out early on, the small things matter just as well.
I received a call from a guest requesting the email address for our director of room reservations. After our conversation, I realized I left out one symbol. I quickly called back, apologized, and corrected my mistake. A few days later, I received the guest’s letter sharing how this one small gesture left such a lasting impression with her.
2. What did earning this award mean to you?
My first impression was shock, but as I thought on, it made me realize that one person coming to work with a positive, “What can I do today to make a difference?” goes a long way. Always work as a team to assure the guests’ experience a 5 Star/5 Diamond stay, as only the Broadmoor can offer.
3. How do you stay motivated and positive even during difficult times?
Stay upbeat and give my best each and every time. Use my tools, available to me. Knowing I’m not alone, and help is just a question away. That if I can’t resolve the problem, I have a great big team behind me that can help.
4. What is a piece of advice you would give to someone just starting in this industry?
Keep the guest first and foremost in your day. Use your training and standards to make their stay the best ever. Most of all, show the guest that you appreciate they chose The Broadmoor. Leave no guest unattended, or with a problem unresolved. Let the guest leave you with an, “I do matter” experience.
5. What is your favorite thing about what you do?
The team I work with. That no matter what I face, I can lean on them for support and advice; and at times, I spoon out a little of my brand of humor to break-up the everyday norm.
