Accommodation:
Kevin Cohen, River Rock Casino Resort
Since Kevin Cohen has been at the River Rock Casino Resort, he has consistently provided exceptional service to all guests.
He even went out of his way to purchase a big teddy bear with hearts on it for a little girl who had heart surgery. (She and her family were staying at River Rock through the David Foster Foundation.) His thoughtfulness brought happiness to the little girl and her family.
Additionally, he has purchased colouring books, crayons and puzzles and has been giving them away to little ones staying at the resort and to those waiting in the lobby.
Attraction:
Ray Rulton, River Rock Casino Resort
A guest from Chilliwack called from his home inquiring about his lost car keys. Rulton was prepared to search all lost and found destinations on site. He found a set of car keys that matched the description.
The guest was called and he stated this was his only set of keys and he didn't know how he could travel back to retrieve them.
Rulton discussed the situation with his manager. Without hesitation, he offered to personally deliver the keys to the guest's front door.
Rulton was certain it wouldn't be difficult since the guest lived close to his home. In fact, it was at a different exit and in the opposite direction.
After his shift ended at 8 p.m., Rulton drove out to the guest's home and delivered the keys. The trip took more than an hour and a half.
The guest, who also works in the service industry, said he had never seen such superior customer service. He emailed his praise for Rulton's actions.
Food and Beverage:
Kristy Krull, Harold's Bistro at the Sheraton Vancouver Airport.
Some guests wrote in to say they loved Kristy Krull: "Beyond excellent. She is very attentive. We are truly spoiled here and that's why we keep coming back."
From another nominator: "I stay here often and always enjoy excellent and friendly service when Kristy is my server."
A member of Cathay Pacific crew wrote: "Kristy is so nice and knowledgeable. A great employee - Keep it up."
(Krull was chosen because the judges received many nominations for her, more than any other past Food and Beverage nominee.)
Retail & Service:
Andrea Divecha, Hudson's Bay Company - Richmond Centre
One customer wrote: "Andrea called me last week to let me know about an upcoming promotion in her department. I had no idea this was happening.
"She knew me and welcomed me when I arrived. She knows her products well. As she was ringing up my sale, she mentioned there was a shoe sale on and I could save an additional 15 per cent on that as well.
"She is very honest, friendly, knowledgeable and eager to assist."
Another customer wrote in: "When talking to Andrea I told her I was interested in a handbag and wondered when it was going on sale.
"She found out when Bay Day was and told me to come back in a few days. I was surprised to receive a phone call from her reminding me of Bay Day and also telling me the discounted price of the handbag. Guess what? SOLD."
Transportation and Travel
Madelyn Turqueza - Marquise at YVR
An airline passenger wrote in about a lost wallet. He was in the process of canceling his credit cards, driver's license, Nexus card and other lost identification.
He was delighted to receive a call from YVR that an alert janitor - Madelyn Turqueza - had retrieved his wallet from a garbage can and returned it.
The gratitude he felt for Turqueza was truly heartfelt.
TOURISM SPIRIT AWARD:
Bruce Rozenhart
The Tourism Spirit Award was selected by Tourism Richmond.
It went to Bruce Rozenhart for his unfailing commitment to getting the Canada Line into both cities prior to the 2010 Winter Olympics.
Without his tireless, behind-the-scenes work to see the line happen, it wouldn't be here.
Rozenhart spent years pushing to see it through, even though it was voted down twice. He never wavered and it finally got approved on the third vote.
PARTNER AWARD:
Vancouver Airport Authority
Vancouver Airport Authority (VAA) won this year because it encourages tourism in the community through many initiatives.
Two years ago, they partnered with Tourism Richmond in an online promotion that saw Christmas elves greeting travelers and having their pictures taken with parents, children and others, providing joy at a time when stress is often associated with travel.
In addition, VAA allowed Tourism Richmond to host its annual 2012 Christmas party at the airport..
Tourism Richmond entertained close to 200 guests while showcasing a different side to YVR. It was the first time the area had been utilized for this type of purpose.
EXTRA MILE AWARD:
Mandy Biasutti from the Fairmont Vancouver Airport Hotel
A couple from the U.S. was on their way to an Alaskan cruise. They arrived at YVR about 4 p.m. A delayed flight, missed connection in Chicago and lost luggage, that the couple later discovered had preceded them, made for a long day when they arrived at the Fairmont Vancouver Airport Hotel reception desk.
They were told by their tour representative to walk to the Fairmont in the airport. Mandy Biasutti phoned two other Fairmont Hotels but there was no reservation for them.
Biasutti was so helpful in trying to calm them down. She gave each of them a bottle of water and tried to call their tour company.
She came to the hotel dining room to reassure them that she would call them when their luggage arrived. The hotel picked up their dinner tab. The woman was so overwhelmed, she couldn't hold back the tears.
