A record number of people came out to celebrate those unsung heroes of Richmonds hospitality industry during the fifth annual Tourism Richmond Service Awards held at the River Rock Casino Resort Theatre, Wednesday.
Nearly 400 attendees came out to the gala soiree which honoured the front-line staff who go above and beyond the call of duty to provide outstanding customer service.
For the fourth year in a row, 95.3 Virgin Radio's morning show hosts, Nat Hunter and Drew Savage, were the emcees for the aviation-themed party, dubbed Up Up and Away Taking Service to New Heights.
"This is the Oscars of superior customer service awards," said the affable Hunter.
Each year, the awards ceremony attracts more and more guests and this year was no exception, proving that Richmondites are proud of the excellence in customer service which is demonstrated in our city, said Ed Gavsie, director of visitor and partner services at Tourism Richmond.
We are extremely proud of the achievements of the outstanding front-line staff who serve as shining examples of exceptional customer service within our community, added Gavsie.
"The nominees tonight go way beyond what is reasonably expected of them, said Brodie. If you get a bad experience you remember it, but all too often good service goes unrecognized I, for one, am grateful for what you do.
Every nominee plays an integral part in how travellers perceive our city and so thank you and I applaud you.
Keynote speaker, Mandy Farmer, president and CEO of Accent Inns, took to the podium and spoke passionately about the importance of customer service.
Im really excited to talk to like-minded people who get that excellence in customer service is the secret to happiness, said a passionate Farmer, who has won numerous awards, including Vancouvers Top 40 Under 40, YMCA Woman of Distinction and is currently ranked #40 in Profit Magazines Top 100 Canadian Women Entrepreneurs. When youve made someone else happy, its an awesome feeling.
I believe when you lead with your heart and you genuingly care for your customer theres a synergy that happens and it can only make your life happier.
In ending, Farmer said, I congratulate all the nominees for raising the bar for everybody.
This years recipients are:
This years overall Extra Mile award goes to:
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 was on duty. 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 representative. She came to the hotel dining room to reassure them that she would call them when our luggage arrived. It finally arrived at 1:30 a.m. and delivered to them at 6 a.m. The hotel picked up their dinner tab of soup and pizza. She was so overwhelmed that she couldnt hold back the tears!
Tourism Spirit Award:
Bruce Rozenhart
The Tourism Spirit Award was selected by both Tourism Richmond and Tourism Vancouver. 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 wouldnt 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.
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 that this was his only set of keys and he didnt 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 guests front door. Rulton was certain it wouldnt 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 guests 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 Rays actions.
Food and Beverage:
Kristy Krull, Harolds Bistro at the Sheraton Vancouver Airport.
Some guests wrote in to say they loved Kristy. Beyond excellent She is very attentive. We are truly spoiled here and thats 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.
(Kristy was chosen because the judges received many nominations for her, more than any other Food and Beverage nominee).
Retail & Service:
Andrea Divecha, Hudsons 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 happy 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. Thanks Andrea for going above and beyond the call of duty!
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, drivers 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.
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 laughter and joy at a time when stress is often associated with travel.
In addition, VAA allowed Tourism Richmond to host its annual 2012 Christmas party. 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.
