Recently my family & I stayed at the Residence Inn Philadelphia Langhorne, PA ( weekend of Aug 22, 2013). We had some bumpy situations, mostly about the condition of our suite. I went to the front desk to ask the clerk for some assistance from the manager and waited...
Carol, the Operations Manager was the highlight of our stay there. One day we were waiting for the shuttle to Sesame Place and we had a time restraint. We didn't see the driver, Carol overhead our discussion. She approached us, told us to get in the van and she personally drove us so we got there on time!
Next, after not getting any satisfaction from my earlier discussion I had with the front desk, I approached Carol. She is very proud to be an employee of Marriott and is truly a people person, who demonstrates exemplary customer service skills. Carol went into action, got us all of the items that should have been in the room upon check in and helped us get compensated for the inconvenience. During our stay, if she was working she always approached me and asked how everything was. When she was approached she didn't make any excuses, or ignore our concerns, she took the initiative to help us. She was always pleasant, with a smile on her face.
This site is lucky to have such a committed, dedicated employee. I hope I got her first name right. I don't remember her last name. Our family believes that she is deserving of recognition for her outstanding service and recommend her for a Spirit to Serve Award.