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Bravo to the Hotel Marriott!
email this pageprint this pageemail usPamela Thompson - PVNN
November 02, 2010

The other morning, I had the opportunity to witness, what I believe to be, some outstanding customer service provided by the Hotel Marriott staff.
Many of us that live here, find it a rare occasion when we are in one of the local hotels unless we are attending some type of large event or visiting friends who are here on vacation.

The other morning, I had the opportunity to witness, what I believe to be, some outstanding customer service provided by hotel staff.

Having a 9:45 am meeting at the Hotel Marriott, I decided to go early so that I could have some breakfast before the meeting. At 9:00 am, the taxi pulled up in front of the lobby. Before I could gather my stuff, a smiling, sharp looking man opened the door, greeted me and asked if I needed assistance. With a big smile!

Entering the main lobby my heart was warmed as I saw literally masses of tourists! "Hurray!" I thought to myself. High season has arrived, and this looks good! As I entered the reception area of the restaurant La Estancia I was in the back of a very long line of people heading in for breakfast.

The place was packed! Too embarrassed to take a table alone, causing other people on vacation to have to wait, I chose to have a seat and wait for my friends. It was then that the parade of tourists, staff and all that goes with it began.

Observing the girls at the desk of the restaurant calmly, proficiently and with great ease (or so it seemed) greet and take names of the guests and within minutes, a restaurant staff member guiding the guests to a table, it was then I realized that these employees either have some magic vitamins that they take, practice some type of Zen meditation for patience or really and truly understand the concept of customer service.

Every imaginable type of tourist was there from grumpy hung-over people to pleasant and relaxed people. All were treated with the utmost respect, a smile and an organized and swift movement. I kept looking at the staff’s shoes thinking how much their feet must hurt at the end of their shift.

As well, I would see the same staff members in various locations, from seating the guests to opening the door of the restaurant as the guests would leave, accompanied by a large smile and a "Thank you!"

This type of service and how guests are treated is something that all of us, myself at the top of the list, can take a colossal lesson from. No matter the request, the enquiry or the need, we must take each and every one to heart and treat it with patience and respect. As we lament the fact that tourism has been down the past couple of years for numerous reasons, remember that we are each ambassadors here. We can talk the talk, but now we must walk the walk.

No, I do not work for the Hotel Marriott. I do not know if they have a special training in client service or how they choose and cultivate their staff. But however they do it, it is working. They do deserve a round of applause and recognition for this.

Be on the lookout for, what I am sure, are a multitude of other businesses who provide this type of service. Recognize it. Tell the manager or supervisor. Encourage it with your own staff and or business.

Bravo to the Hotel Marriott!

PS: At the restaurant La Estancia you can have a combo dessert breakfast. It is decadent and delicious! Oatmeal crème brulee. The good nutrition part is the oatmeal. The decadent part is the crème brulee on the top. What a fusion!
Pamela Thompson has lived and worked in Puerto Vallarta for over 17 years, 10 of them in health care. Pamela now leads HealthCare Resources Puerto Vallarta, a local healthcare resource network. Her years of experience and expertise are available to you by emailing your questions to pamela(at) or by visiting

Click HERE to learn more about the health and well-being services offered by HealthCare Resources Puerto Vallarta.

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