The Gold(man) Standard: Why Customer Service Still Matters

By Rejuvenate Staff, January 3, 2015

Planning the perfect meeting may consist of bringing in inspiring speakers, serving food crafted by what seems like the hands of God and cueing up music that gets everyone in the mood to boogie, but without first-rate customer service, attendees can leave dissatisfied. A venue’s staff can make or break an event—that’s why Meet Minneapolis recognized Frank Goldman, barista at Hyatt Regency Minneapolis for the last 30 years, for his outstanding hospitality and service.

Goldman is known for going above and beyond for his guests—he even drove around Minneapolis for hours after his bakery closed to find certain pastries for an attendee. “I try to approach each day as if I am on stage and perform to the best of my ability,” he says. “As a customer service representative, it is my responsibility to make a positive impression of my service, the product we serve and the reputation of the hotel.”

Of course, not all service employees approach their jobs with such enthusiasm, which is why it’s important to notice during a site visit how hotels or venues treat guests. That’s a good indicator of how they will treat each of your meeting attendees, should you choose to meet there.

Jeffrey Johnson, director of operations at Hyatt Regency Minneapolis who nominated Goldman for the honor, says the key to a successful event involves getting service employees to truly understand the impact they can have. Johnson, who has been with Hyatt Regency Minneapolis for four years, says that customer service is the No. 1 differentiator among venues.

“Once inside the four walls of a meeting room, what is really different? It’s the staff and service levels that can make a lasting impression about a particular hotel and city.” Johnson says the service industry can be enhanced if employees treat their work as a profession and not just a job.

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