|
TheBuzz Erika Engle |
For hotel concierges,
above and beyond is
all in a day’s workBusinesses commonly pay lip service to treating customers like royalty but really, how many of us actually meet royalty so that we can make a valid comparison?
Marion Sato has.
The Kahala Mandarin Oriental concierge has welcomed celebrities, members of royalty, politicians, foreign dignitaries and all other guests with consistent care and warmth, according to General Manager Jan Goessing.
Hence, Sato was the big winner at the Guest Informant Aloha Spirit Awards last night at Longhi's restaurant in Ala Moana Center.
She won the top award for "Most Aloha Spirit" and the "Greatest Length of Service" award, having started at the former Kahala Hilton in 1974.
Sato was nominated for the expected remembering of guests' preferences for special services, but for the unexpected as well. Many so-called "Marion Moments" were cited in her nomination, but perhaps most touching were her arrangements for the ashes of a deceased former guest. Sato sent photographs of the final resting place to the ailing widower who was unable to make the trip.
The "Most Creative Solution" award was presented to Sally Yates of Halekulani for service to members of a royal family. A few days before departure they wanted to know how to export some male peacocks they wanted to take home. Yates made many phone calls and arrangements only to learn that the guests changed their minds, deciding instead to take home hibiscus plants. Yates' crates were converted into flower pots.
Ximena Erwin of Hilton Hawaiian Village was named "Most Knowledgeable" for a host of reasons that elevate the level of service the concierge team provides its guests, according to her nomination. She was cited for a range of activities from writing the training manual for lobby concierges to years of dedication to hotel floats for parades.
Island winners named last night were "Big Island's Best" Dawn Bermudez of the Hilton Waikoloa Village, "Kauai's Best" Steven Domingo of the Hyatt Regency Kauai Resort & Spa, and "Oahu's Best" Charlene Freeman of the New Otani Kaimana Beach Hotel.
Guest Informant publishes hotel room visitor books of the same name as well as Maui Quick Guide, W Hotels Book and CitySpin.com.
"This is the ninth year in which we've paid tribute to the concierges that do so much to foster the aloha spirit and continue to make Hawaii such a special place to vacation," said Anne Murata, group publisher.
Winners received Tiffany crystal awards and Tahitian black pearl necklaces from Charlon Pearls.
Separate ceremonies for Maui are set for September.
See the Columnists section for some past articles.
Erika Engle is a reporter with the Star-Bulletin.
Call 529-4302, fax 529-4750 or write to Erika Engle,
Honolulu Star-Bulletin, 500 Ala Moana Blvd., No. 7-210,
Honolulu, HI 96813. She can also be reached
at: eengle@starbulletin.com