The crème de la crème of Richmond's hospitality industry were feted by more than 350 people Tuesday night at the River Rock Casino Resort Theatre.
The fourth annual Tourism Richmond Service Awards Gala celebrates those unsung heroes - the front-line staff who go above and beyond the call of duty to provide outstanding customer service.
For the third year in a row, 95.3 Virgin Radio's morning show hosts, Nat Hunter and Drew Savage, were the emcees for the ritzy rock star-themed gala.
"This is the Oscars of superior customer service awards," said the affable Hunter.
"The first year of the awards, there were 110 people who attended, this year there are more than 360 - that really says something about the importance of customer service to local hospitality providers."
Prior to the ceremony, nominees and guests mingled in the foyer of the theatre, enjoying culinary delights by local restaurants such as The Boathouse, CHOP's Steakhouse, Pier 73, Harold's Bistro and Bar and The Hotel at the River Rock.
The crowd also sipped on Pellar Estate wines and beer courtesy of the Stanley Park Brewery.
An RCMP guard escorted all of the nominees in all eight categories onto the stage.
There was a playful mood this year, as all the "star nominees" carried inflatable guitars, some of them showing off their lighthearted side by playing air guitar, to the delight of the crowd.
Mayor Malcolm Brodie came on stage to thank the nominees for providing stellar service to guests of our city.
"The nominees tonight go way beyond what is reasonably expected of them.
They don't do it for accolades, rather they just do a fabulous job simply because they care," said Brodie.
"Every nominee plays an integral part in how travellers perceive our city and so thank you and I applaud you."
Lori Chalmers, publisher of the Richmond News and chair of the event, also offered her thanks to each nominee.
"This program is focused on encouraging and rewarding excellence in customer service," said Chalmers. "People are out there filling out forms explaining the exceptional service they received and that takes time.
"We received thousands of different entries, and I think each one of you nominees is already a winner."
Then keynote speaker, Stephen Plunkett, the executive vice president for Boston Pizza International, took to the podium and spoke passionately about the importance of customer service.
"Hospitality is a dialogue between a provider and guest," he began by saying. "Hospitality superstars are those who
show empathy, self-awareness and integrity and display great work ethics."
In essence, Plunkett said hospitality superstars put the needs of their guests before themselves.
He went on to say that Boston Pizza International adheres to three paths "to perfect guest experiences - quality, urgent awareness and atmosphere."
Plunkett went into details as to how they play out.
"When guests feel special it creates trust and repeat business," added Plunkett.
In ending, Plunkett said, "I congratulate all the nominees for raising the bar for everybody."
Meanwhile, every winner went home with a $100 gift card to Richmond Centre, a $50 gift card to the Boathouse Restaurant and a Tourism Richmond plaque commemorating their achievement.
"The Tourism Richmond Service Awards recognize the achievements of our incredible front-line staff and highlight their vital importance in fulfilling Tourism Richmond's mandate," said Ed Gavsie, director of visitor and partner services at Tourism Richmond. "We always welcome nominations and we encourage all Richmond-based businesses to visibly display ballot boxes in order to make it easy for customers to nominate their employees. Outstanding performance starts with outstanding recognition."
For more information, visit Tourism Richmond website at www.tourismrichmond.com.
mhopkins@richmond-news.com
.jpg;w=120;h=80;mode=crop)
