I cannot tell you more emphatically what a “Great Ship you Captain” – particularly the Front Desk.  All of the people I have meet there have been outstanding!  They really make one feel welcomed.  Moreover, I want to focus on two of your employees:  Jessica (Front Desk) and “Jules” (Restaurant Employee).  

Jessica was/is marvelous from the first time I met her at the Front Desk in April when I discovered that I lost my driver license.  She tried her best to help me find the license, including calling Amtrak and your own lost and found repeatedly – she really cared and used all her resources to help me find it.  She followed up again during that evening and still remembered to leave me a note in the AM that she was unsuccessful in her attempts.  Now that is Customer Service!

Several weeks later, we stayed in your hotel for about two weeks. Jessica went out of her way to help my wife navigate her way around in an unknown city.  Jessica helped Ann with restaurant selections, through the Concierge desk, she mailed packages back home, and many other little things; too numerous to list in this note.  She was like Ann’s personal concierge — All pro bono, of course.  She never asked or implied the need of a “tip”.  In my dealing with her, I was equally impressed. Her dedication to your enterprise as well as her extremely adept follow-thru and Customer Concern goes along way with me and I am sure other guests. For instance, small points like remembering my name, not to mention pronouncing it correctly the second time I saw her was indeed impressive.  Her personal charm touched us all.

Mr. Jorgensen, you are blessed with: a highly motivated dedicated employee that is very bright and with adept skill of anticipating customer needs.  Make no mistake about that!  If I were still working, I would make it a “full court press” to hire her away from you.  I could have used her in numerous positions.  She is the voice, the Monarch, of The Westin Copley Place.

I must also comment on “Jules” in your breakfast area.  What a wonderful and thoughtful person.  I had two tight schedules (seeing the doctor on one day and taking the 7:20 AM Excela to Philadelphia from Back Bay Station the next.  Jules, offered pro bono (expressed and implied) to carry my bag and brief case to the station for me, as walking after the surgery is still a little tough.  He made sure that I was served quickly and completely at breakfast. He responded to every need I had each morning. Jules, to me, is a wonderful employee, and like Jessica, deserves your positive attention. 

I plan to stay at your Hotel again and look forward to seeing all your front desk people, but in particular, Jules, and of course, Jessica.

Thank you for the presumed time you are taking to read this note.  Please pass on my thoughts to both Jessica and Jules, as you deem appropriate.

Sincerely,
Jeffrey

September 24th, 2009