An associate that will take the extra mile

Discussion created by nacho on Mar 10, 2015
Latest reply on Mar 16, 2015 by laurac

So happy to nominate someone again!


I stayed at the Renaissance Kuala Lumpur with my husband and 3 kids. We had a wonderful stay - the hotel itself is dated (I know that they are going to renovate very soon), but the wonderful staff at the lounge made us love the hotel.


If I could I'd nominate all the lounge staff at the West Wing - these associates made a great team! One of them really took the extra mile in order to make our stay enjoyable.


The first time I met Grace was in the lounge - she asked me how my stay was. I told her about some plumbing issue in our suite and the smell of mildew, she immediately tried to see if we could get another suite. She also made sure that all the staff at the lounge aware of our move so that they could be ready to help. In a lot of hotels I'll have to initiate to change room (if it's even granted) - a lot of hotels will turn the request down using excuses like we are sold out for tonight.


Then when I told her about my suitcase that was damaged by the airline. She took charge of that and called the airline for me, and she even asked for possible solution to the problem (finding out if there is anywhere I could get my suitcase fixed). She apologized that she couldn't help me even though it's not part of her job. I really appreciate her help and she made us feel welcome!


When I mentioned something small about housekeeping, most staff will say something like, 'oh let me give you replacement towel' and forget about it, but Grace jot down the incident because she tries to make sure that it won't happen again - this is the kind of staff who truly cares.


I'd like to nomiate Grace Tham the Spirit to Serve award because she really has the spirit to serve by taking the extra mile to make our stay enjoyable!