I am currently staying at the Key Bridge Marriott. I ordered dessert tonight, and went downstairs to pick it up. I was planning to use my $10 credit that I received during check-in, but the employee at the Gift Shop (where you pick-up orders) said it couldn't be used. Luckily Ms. Byamba showed up, and confirmed that the $10 credit could be used for food. While I was waiting on the food, I mentioned to her some feedback regarding the concierge desk based on an experience earlier today - without going into details here, the experience wasn't what I expected. She apologized for the issues, and promised to bring it up to the correct manager. At that point, I will say that I was already happy that she not only helped resolved the issue with my $10 credit but she also promised to take my concern to the right person. Once I finished paying for my dessert, she offered a drink on the house and again stated she would ensure my feedback about the concierge desk went to the right person.
This to me was above and beyond what I expected, and it was definately appreciated. While everyone hopes for a perfect experience, I know sometimes things happen. How a company handles issues is very important to me, and Marriott has always done a good job with customer service but some moments an employee goes above and beyond. Ms. Byamba went above and beyond, and that is why I am submitting her for the "Spirit to Serve" recognition.