When Mandy Biasutti's name was called as this year's Extra Mile winner, cheers and loud clapping erupted.
"I had two tables of my peers here," she said, when the News reached her the next morning at her job as a Fairmont Gold manager at the Fairmont Hotel.
Biasutti, 27, said she did nothing extraordinary, adding "I was just doing my job."
However, the Wisconsin couple, who nominated her, believed she went above and beyond the call of duty. (See pg. 24.)
The couple wrote a glowing thank you letter for her assistance during a stressful trip.
Last summer, the couple was on their way for an Alaskan cruise. Tired, they arrived at YVR late after a delayed flight, missed connection in Chicago and lost luggage, only to find out the Fairmont Vancouver Airport Hotel had no record of their reservation.
"I remember it was during the very busy cruise season and many guests come to us tired, and emotionally exhausted," said Biasutti, who studied hospitality management at Vancouver Community College. "When they arrived at the reception, they assumed they had a reservation, but I couldn't find one." She recalled the couple, in their mid-sixties, was frantic.
"My job is to turn around a bad situation and make it memorable so that they can enjoy the rest of their vacation," said a humble Biasutti. "It's what we do . I don't feel like I did anything special. I love my job and love solving problems for our guests."
She went on to say that she was very surprised when she learned of her nomination.
Craig Reaume, general manager at the Fairmont Vancouver Airport, saw Biasutti's potential early.
"When we met Mandy Biasutti in 2006, we immediately recognized her inherent talent for customer service," said Reaume.
"Mandy is a wonderful example of an ambassador not only for the Fairmont brand but for the City of Richmond and our dedication to providing memorable customer experiences."
