The Brown Hotel
WHY KENDRICK WAS NOMINATED
Kendrick is a true Louisville original, a graduate of DeSales High School and a Uofl student
Sometimes it takes a long time to recognize the excellence of an associate. Sometimes quality is as plain as the nose on Colonel Sanders’ face. Kendrick Murphy has been with the Brown Hotel for three months, but in that time he has accrued more glowing guest comments than any other associate has in the entire year. The Brown Hotel Bellstand takes great pride in the service we provide our guests and no one exemplifies that better than Kendrick. A Louisville native, his kindness and local expertise are immediately apparent to our clientele. In the words of one of our many guests that has commended Kendrick: “I was extremely pleased with the courteous staff member Kendrick at the Valet station. He was so kind and helpful and remembered my name the next day just from simply meeting me once! He then addressed me by name for the rest of my stay! It made me feel very special. This young man was very professional and you can really tell he takes extreme pride in his work and your Hotel. Thanks again, Kendrick and keep up the good work!” It has not taken long to realize that Kendrick represents the peak of service here in Louisville. He is absolutely deserving of the tremendous honor a Rose Award represents.
Parking Management Company
WHY SAM WAS NOMINATED
Sam is a native Kentuckian. He spends his days at Hampton Farms training Saddlebred horses. In the evenings he brings his 15 years hospitality experience to the Holiday Inn Express Downtown.
“Sam is better than Siri!” according to the kids of a recent guest. They commented, “The valet parking was great & Sam was very knowledgeable of local sights and directions.” He’s been called, “accommodating, considerable, hospitable & helpful” on numerous reviews.
Sam consistently goes above and beyond with his guest interactions, getting to know the names of all the guests and welcoming them warmly. One review boasted they’d hire Sam for their own business! The guest, a Manager at the largest Ford Dealership in the US stated, “There was a guy named Sam working valet when we arrived and he was absolutely amazing. He is a PERFECT example of what great customer service is all about. My own companies success is based on customer service & I would hire Sam based solely on how he treated me and my family when we arrived & while staying there. I hope that he is rewarded and recognized for the service that he gives to Holiday Inn guests.”
These testimonials speak for themselves! We hope you agree that Sam’s passion and hospitality for the guests that visit our great city should be recognized & rewarded.
JACO Limousine & Transportation
WHY NICK WAS NOMINATED
Nick does a little of all things at JACO Limousine & Transportation. He takes reservations, schedules the chauffeurs, hires new employees, makes sure the vehicles are impeccable, recruits new clients and accounts but the most important thing about Nick is his people skills. The way he interacts with customers to make sure they get more than just a ride but a experience all the while promoting the many fine attributes of Louisville. He has a passion for fulfilling the clients expectations and is super in the customer service department. He also has the employees of JACO in mind as well. Nick is not only a asset for JACO but he is an asset for Louisville as well. He’s one of the many reasons JACO Limousine continues to “Raise the Bar” for Luxury Ground Transportation in Louisville and beyond!
R & R Limousine
WHY GLEN WAS NOMINATED
More than 5,000 clients have depended on Glen for an enjoyable, safe, efficient and informative means of transportation. With expert knowledge of the Louisville area, Glen is dedicated to making his clients feel at home in his city. Going beyond making good suggestions or being a friendly driver, Glen has gained much acclaim for his attention to detail and customer service. From stocking his vehicles with snacks, water and emergency essentials like sewing kits, phone chargers, first aid kits, wet wipes and mints, to reminding his clients not to forget important items like tickets, passports and cell phones before attending events or leaving hotels, Glen always goes the extra mile to help improve his client’s experience with R&R Limousine and in the city of Louisville. Above all Glen is a people person. He cares deeply about the clients he serves and goes out of his way to accommodate their needs. A client once came to him after a long flight and after learning that his luggage was delayed and would not be delivered to him until the next morning at 10am. The client had an important business meeting at 8am and only the clothes on his back – shorts, a t-shirt and sandals. Glen found an open store and made sure his client was able to purchase appropriate attire for his meeting. Glen is armed with an arsenal of information custom-designed for his clients to ease not only their transportation experience, but their stay in Louisville.
Transit Authority of River City
WHY ANNA WAS NOMINATED
Anna’s professionalism and passion to help others earned her recognition as TARC’s AmBUSsador for the month of June 2016 by continuously delivering exceptional customer service and maintaining a positive attitude in the face of everyday work related challenges.
“I always try to remind myself that it could be me, it could be a family member, or a close friend of mine”.
This statement by Anna Cooper exemplifies her mindset at the front line of TARC’s call center where she handles concerns of customers with a soothing, unflappable manner and strong dose of resourcefulness to provide solutions.
Anna stayed past work hours to assist a TARC3 passenger who was non-verbal and used a wheelchair to not only help the individual with their transportation needs, but to connect the person to a caregiver. With Anna’s assistance, another passenger received emergency health care and credited Anna for possibly saving her life.
“My grandmother and mother always instilled in me the importance of treating people the way you want to be treated, and I want to be respected every day.”
Anna, who readily displays a welcoming smile, was recognized for her exceptional customer service by her colleagues in June when she was selected TARC’s AmBUSsador, a monthly award for exemplary service. “I try to make sure that I have a smile on my face because you never know how that one smile could brighten someone else’s day.”Anna’s attention to detail and her strong listening skills are other traits that make her successful in assisting customers. Those skills were put to the test in May when a caller was facing a health emergency. Anna received a call that was transferred to her from a customer service associate who was having difficulty communicating with the customer. After making several attempts to gather information from the customer, Anna noticed that her responses were delayed and unclear.
“When I hung up the phone with her, the first thing that came to my mind was, ‘what if something’s really wrong?’” The caller was also a TARC3 passenger, so Anna quickly searched for an emergency contact in the customer’s file and reached a family member. After explaining the customer’s behavior and learning that it was not normal for her, Anna advised the customer’s relative to check on the individual right away. The relative went to the customer’s home and found her in a confused and dazed state. She was rushed to hospital.
The customer later visited TARC offices and thanked Anna for her help which she said potentially saved her life. “I was just glad everything was ok,” Anna said.
Anna’s record of service and enthusiasm for helping customers, her problem solving skills and kindness, make her an ideal candidate for this year’s Louisville Convention and Visitor Bureau Rose Awards.
“I’ve been in that frustrating position as a client or customer on the other end. I’ve had some very good experiences and some very bad experiences but the ones that stick with me most are the good ones”.
These experiences have molded Anna into a model customer service employee at TARC while setting the standard for exceptional customer service as a team member. Visitors and residents alike are fortunate to have Anna answering their calls and leading with her example of excellent service in transportation.