10.2011
Mr. Carrier:
I asked Pam Lueben, Director of Catering at the Holiday Inn Gaithersburg, to provide me your name so I could let you know of the exceptional customer service that our group received in support of its 2011 Business Management Training Programs held at Holiday Inn Gaithersburg during the first week of April and the first week of October 2011. While the April Program went very well, I waited until the second class was completed to determine if the level of excellence was repeatable. I am pleased to say it was!
First and foremost, I want to commend Pam for her talent and customer service attitude and approach. From the minute I walked in (purposely without an appointment) late on a Friday afternoon in the fall of 2010, Pam was the consummate professional. Within minutes, she was able to assimilate my requirements and expectations and launch a plan to support our Program within my Company and budgetary constraints. As I created and have managed this Program for more than 20 years and have used a number of well-known hotels, both my requirements and my expectations were well defined and not particularly flexible. However, Pam judiciously presented a number of recommendations that have served me and the Program well. During the week-long Programs (which begin with breakfast by 6:30 am and end with an open bar reception at 10:00 p.m.), Pam was close at hand, ensuring everything went like clockwork. Her exceptional knowledge, experience, personality, and attention to detail are greatly appreciated.
While Pam was my main point of contact, I must also give credit to Melvin Nichols and Debbie Reed, who maintain a well-run facility and staff, ensure events are top quality, and allow the hotel personnel to execute their responsibilities with confidence. I must also compliment Orvil Wallace and Toby Emerson, who checked with me daily to make sure everything was going well. Both were only seconds away to respond to emerging needs. I want to specifically recognize Orvil for his gracious handling of two rowdy attendees at our signature graduation event on Thursday night (October 2011), Toby for figuring out how to make the doors in the conference room close quietly, and Pam for providing two very large clocks in the room. It is truly the little things that count.
As you know, impressions start from the minute a customer walks in the door. The hotel is clean and bright and the personnel at the front desk, usually Vahra Bayat, Tim Yee, and Isidro Alberto, greeted and checked in each Program attendee effectively and efficiently. This started the week off on a good note.
However, as you can imagine, three meals a day and two daily receptions can provide many opportunities for problems to occur. We had none. Although we have made some changes, such as providing sugar free sodas at the receptions and putting a toaster on the breakfast buffet, these have been the result of special requests (readily taken care of) rather than problems. Banquet supervisors Allan Palo, Mike Baldo, and Sam Barak, along with a number of servers, such as Miguel Lobaton, Angel Zelaya, Hilda Carrion, Eric Ndoup, Ralph Franklin, Julio Montas, Mauricio Tics, Tatiana Landaverde, and Pedro Durand, made the meals and receptions relaxing and enjoyable. They provided good, yet inconspicuous, service at all times. Again, it’s the little things that count.
Your subcontracted services arranged by Pam, including the audiovisual (AV) services provided by VAE Corporation and the Sam Adams venue provided at the Thursday night graduation dinner, were also appreciated. As Pam will tell you, I left many hotels because of poor AV services and it is truly one of my hot buttons. Because I have been burnt by AV issues so many times, I am still waiting for that shoe to drop, but so far I am very happy. And, as for Sam Adams Night (Pam’s recommendation) – well, it was a hit with everyone!
In closing, I want to say it has been a long time since I have written a letter such as this to express my appreciation for a job so well done. While I believe a great deal of the credit belongs to Pam, I know the culture of such exceptional customer service starts at the top and for that, I thank you personally.
Sincerely,
Linda, Program Manager
7.16.11
Dear Pebbles;
I know it's been awhile but I did want to personally thank you and your staff for the wonderful wedding reception the Holiday Inn-Gaithersburg put on for our daughter Jennifer's wedding to Andrew Baker, Jr. last July 16, 2011. We are still getting compliments from family and friends about how they enjoyed the reception; they mentioned how delicious the food was at the buffet (they mentioned going back while the food lasted) and wished there was more!! They enjoyed the DJ that Jeni selected through the Holiday Inn package and thought the music was loads of fun to dance to; I never saw the dance floor empty the whole evening. We all enjoyed the wedding cake and I heard that the caterer was contacted as to the possibility of creating a cake for a family birthday. Wasn't able to be done, but is a great testament to the flavor and how much it was enjoyed.
I also wanted to thank you for the many kindnesses extended to us during the reception: from helping get Mr. Paluch a plate of food to helping him make a quiet departure and not interrupt the order of the reception; etc.
You and your staff made this a very special day for our family and it has been a pleasure to work with you at all the meetings in the months before the wedding planning every detail and you made sure that everything ran smoothly. I would not hesitate to recommend the Holiday Inn Gaithersburg to anyone needing a reception site, hotel room, etc.
Sincerely,
Mrs. Janice
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7.30.11
Hi Pebbles,
I just wanted to let you know how much we all appreciated all the excellent work you and your staff provided for Jessi’s wedding (July 30th, 2011). The food, the entertainment, the venues were all spot on and everyone had such a wonderful time. We still keep getting compliments from family and friends on how beautiful everything was and how smoothly the entire reception went. Also, the advice you provided us during the decision making-process was excellent and we really appreciate you sharing your knowledge and experience with us.
Our out-of-towners were extremely impressed with the accommodations and the food. The staff there at the Holiday Inn was just wonderful. I also want to personally thank you for making sure O’Malley’s was open late night. That really topped the night off for us and I apologize for any disturbances we may have caused for your other guests.
Also, as you predicted, all the lost items we reported sorted themselves out and wound up with the correct owners before we even left. We all made it back to our destinations safe and sound with a lifetime of memories for all. Thanks again so much!
Mark & Laurie
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8.27.11
OMG, the wedding and reception were PERFECT!!!! We had over 260 people still show up, despite the weather. The ceremony was beautiful, started on time and everyone was there. The reception was amazing! I loved the decorations, everything flowed smoothly, the music and food were great, staff was courteous and helpful! You guys really made this a special day for us, one we will never forget. Thank you from the bottom of my heart for everything you guys did...Hurricane Irene had NOTHING on this wedding :)
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