Calendar

The Customer Service Excellence calendar year runs from September 1, 2012 to August 31, 2013.

Customer Service Excellence Luncheon: November 15, 2013

Achievement Levels

During a program year, all nominations are tracked. Each nominee is invited to attend the annual Customer Service Excellence Luncheon. Special recognition is given to those nominees that are recognized multiple times over the course of the program year:

Five Star and Person of the Year Awards

Each quarter, the Customer Service Excellence Committee selects one individual that has truly gone above and beyond in his or her efforts to provide exemplary customer service, and awards that individual the Five Star Award. These individuals receive extra recognition at the quarterly ceremonies and special recognition at the annual luncheon.

At the annual luncheon, a Customer Service Excellence Person of the Year is selected from the Five Star Award winners of that year. That person receives special prizes and podium recognition at the luncheon.

5 Star Winner

For September 2012 we have selected Laura Fairchild, resident manager of the Storage West Facility on Eastern Avenue as our Five Star Award winner.

Laura was nominated because she continues to go above and beyond the call of duty for her customers. In nominating Laura, Dale Wetenkamp [Wet-en-camp] said, Laura cares about her tenants and her attitude and service reflect that. Many people are storing their belongings because of a traumatic event that has occurred in their life; loss of their home, divorce or some other personal trauma. I've seen Laura's positive attitude, ever present smile and bubbly personality lift a person's spirits. She genuinely believes she can make a difference in the lives of her customers with her positive attitude and customer service and she does. In addition to her positive attitude, Laura routinely will arrange for taxi service for her out-of-town customers who store their vehicle and need a ride to the airport. However, if the taxi doesn't show up or is late and the customer is in jeopardy of missing their plane, Laura will personally drive them to the airport! This is why Laura has become like a family member to so many of her tenants.

Dale wrapped up his nomination by saying this, "Laura Fairchild is a textbook example of Customer Service Excellence"

5 Star Winner

Maritza Ramirez, Circus Circus

A guest from Hawaii checked-in with Maritza at Circus Circus. The guest let Maritza know that she would be in town for five consecutive weekends during which she would be commuting to and from Arizona during the week to receive medical treatment at the Mayo Clinic. The guest also let Maritza know that she had her 13 year-old niece with her. Maritza made sure that the guest was given a room with an attached family room and that the room was right near the Adventure Dome to entertain her niece.  Throughout the guest's stay Maritza constantly checked on the guest to see how she was feeling and to see if she needed simple things like water and juice for her hotel room. Then, during one of weekends the guest lost her credit card and told Maritza. After searching without any success, Maritza helped the guest find a car rental agency that would take cash so the guest could drive back to the Mayo Clinic on the following Monday to continue receiving treatment. Maritza also made it a point to call the guest every Monday and Friday during the guest's long commute between Vegas and Arizona just to make sure she was safe. The guest who wrote this nomination said she was diagnosed with Multiple Sclerosis and while it has be a very lonely and scary time, Maritza support made this challenging time in her life much easier.

5 Star Winner

Linda Roberts, McCormick & Schmick's

"She has gone above and beyond for all of our guests.  There was a time when a guest had left a personal item.  Not only did she give the item to a manager for safe keeping, she looked up the customer's name and called them back so they would know where they had left their personal belonging."

2012 Customer Service Excellence Person of the Year

Martiza Ramirez - Circus Circus Hotel & Casino

Maritza's recognition comes as no surprise to her co-workers, one of whom said, 'There is an innate customer service quality that Maritza exudes in her dealing with not only customers but her co-workers as well. I believe that the level of customer service she provides to every one of her guests is not a quality that can be taught.'

Maritza was recognized this year because of her commitment to excellent customer service. No story better exemplifies her commitment to customer service than the story that earned her the Five Star Award.

Earlier this year a guest from Hawaii checked-in with Maritza at Circus Circus. The guest let Maritza know she would be in town for five consecutive weekends during which she would be commuting to and from Arizona during the week to receive medical treatment at the Mayo Clinic.

The guest also let Maritza know that she had her 13 year-old niece with her. Maritza made sure the guest was given a room with an attached family room and that the room was right near the Adventure Dome to entertain her niece.

This was just the beginning.

Throughout the guest's stay Maritza constantly checked on the guest to see how she was feeling and to see if she needed simple things like water and juice for her hotel room.

Then, during one weekend the guest lost her credit card and told Maritza. After searching without any success, Maritza helped the guest find a car rental agency that accepted cash so the guest could drive back to the Mayo Clinic on the following Monday to continue receiving treatment.

Maritza also made it a point to call the guest every Monday and Friday during the long commute between Vegas and Arizona just to make sure she was safe.

The guest who wrote this nomination said she was diagnosed with Multiple Sclerosis and while it had been a very lonely and scary time, Maritza's support made the challenging time in her life much easier.

Participants

Check out these past nominees and the proud companies they represent. Thank you for providing excellent customer service on a daily basis and making Las Vegas the hospitality destination that it is!

• 2013 - First Quarter Nominees
• 2012 - Fourth Quarter Nominees
• 2012 - Third Quarter Nominees
• 2012 - Second Quarter Nominees
• 2012 - First Quarter Nominees