At @ 1145 p.m. Wednesday the 26th of August, the fire alarm at the Holiday Inn full service in Spearfish S.D. awakened most of the state, it seemed, and all the residence of the Inn. A false alearm, we were assured, and in truth it was. However the alarm system continued. It then stopped, then started again, then stopped, then...well, you get the idea.
We dressed and went to the lobby, where a few guests were milling about while management and fire folk ran about trying to silence the system once and for all.
The system finally quieted at about 12:30 a.m. Returning to our rooms, sleep was not soon in coming.
The next morning we discovered that full billing for the night had been charged. A fractional discount at the restaurant was the only offering. For a rather disturbing time and a ruined sleep, more appropriate compensation seemed warranted. We went to the front desk.
And that is where Jessie saved the trip. We asked to speak to the manager. Jessie politely stated the manager was not in yet, and asked if she could help. "Jessie" said I," did you hear about last night?" "Oh, yes" she replied. I put to her an analogy about spilled soup and she said she would expect her meal given gratis , and clothes cleaned or replaced.
"And so, about last night. What can be done" said I. "Let me eliminated your charges, of course" she replied. And she did.
Will corporate America ever wakeup to the fact that fantastic frontline staff, like Jessie,
ARE the corporation? To Jessie, and all the Jessie of the hospitality business; thank you.
You saved the trip.
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- Also Known As:
- Holiday Inn Spearfish - Northern Black Hills Hotel Spearfish
- Spearfish Holiday Inn