Best Western Lake Worth Inn & Suites
Heroes of Best Western
David Kong, President and Chief Executive Officer -
I read a lot of guest comment cards and letters; and I have read some of the most awesome stories about how you have inspired love and respect for Best Western. For example, I read about Rashmi Patel, the general manager of the Best Western Lake Worth, Texas. He personally cleaned ice off the windshields of cars in the hotel’s parking lot after an ice storm. That’s going above and beyond.
Imagine how the guests feel. The Best Western Gateway Inn and Suites at Evansville, Indiana provides a complimentary “breakfast to go” in the early morning hours before their breakfast buffet opens. They don’t have to do that, but they want to show the early departures that they care. The Chaska River Inn and Suites at Chaska, Minnesota has a greeting card station in the lobby. There are cards for all occasions available for free and the hotel also provides complimentary postage. The hotel has made it easy for someone on the road to send a Birthday Card or a ‘honey I miss you’ card because they are compassionate and caring people.
When the General Managers or owners care enough to set an example to provide exemplary customer service, they will be successful in creating a customer centric culture in their hotels. No amount of training will enable us to lead the industry in superior customer care without the supporting culture. It has to come from the heart.
I am proud of these hotels. These are the heroes of Best Western. They make Best Western special. They inspire love and respect for Best Western. I would like to share a customer letter with you. This really showcases how you help win incredible guest loyalty for our brand. A lady wrote about her ski vacation in North Carolina. She stayed at the Best Western in Boone, North Carolina.