Hospitality industry awards honor exceptional customer service in Lee County

09/2009

FOR IMMEDIATE RELEASE

CONTACTS: Nancy Hamilton, Lee Rose, Katie Meckley (239) 338-3500

LEE COUNTY, FL – For commitment to outstanding customer service and contributing to business success, eight workers were recognized by receiving the Elaine McLaughlin Outstanding Hospitality Service Awards at a ceremony in Fort Myers today.

Sponsored by the Lee County Visitor & Convention Bureau (VCB), the program acknowledges employees within the hospitality and associated industries who positively influence a visitor or resident’s experience. The “E” Awards is a collaboration with various local businesses to increase public awareness of, and to encourage and support, the extraordinary service excellence being provided by Lee County hospitality professionals.

From 222 nominations, those selected for their excellence in service and dedication included:

• Anthony Almeida, Inn at the Springs, Bonita Springs
• Barbara Prater, Edison & Ford Winter Estates, Fort Myers
• Dr. PJ Deitschel and Dr. Amber McNamara, C.R.O.W., Sanibel Island
• John Bradfield, Johnny Myers Discount Tires, Fort Myers
• Jose Cereceda, Carrabba’s Italian Grill, Bonita Springs
• Edward Brown, Standard Parking, Fort Myers

For summaries on the individual stories of the above mentioned award recipients, log ontohttp://www.eawards.org/2 009_winner%20stories.htm .

The Honor of Distinction award for best overall representative of outstanding service for the year was given to Jennifer Wilson of the Lee County Port Authority Police.

This security agent was directing traffic when a woman began yelling for help. The elderly woman was an Alzheimer patient and was upset, accusing her husband of 51 years of violence. Wilson approached the gentleman and he showed her the bracelet on his wife’s arm identifying her as an Alzheimer patient. Wilson called a fellow officer who offered to seek medical assistance, which the gentleman denied. After the police officer left, Wilson stayed with the woman, reassuring her that she was in no harm. Wilson walked with the couple to their car to pick up the passenger they had been waiting for. The woman embraced Wilson and remembered her husband for a brief moment, kissing him and holding his hand. Again, the woman became afraid of her husband, held Wilson’s hand, and stated that Wilson was her best friend.

The husband was so moved by Wilson’s kindness and compassion that he submitted a letter to the Lee County Port Authority that stated, “Having met this security agent, Jennifer Wilson, I can honestly say that she has restored my faith in human kindness, caring, and compassion. In my opinion, it is very rare to see people with these kinds of outstanding qualities. Thank you for having her at a place and time she was needed the most.”

Named for former Lee County VCB Executive Director Elaine McLaughlin, the “E” Awards exemplifies her core belief that providing outstanding customer service is one of the major cornerstones of success for all businesses. Nomination categories included: Accommodations, Attractions, Restaurants, Transportation, Good Samaritan and Other Services/Businesses. Winners were chosen by a steering committee of business representatives.

“High level customer service is essential to repeat business,” said Suya Davenport, VCB executive director. “Whether they are visitors or local residents, the degree of service a business provides its customers is critical to the business’ success or failure. The recognition these people earned is very well deserved.”

Sponsors of this year’s “E” Awards include The News-Press, Realmark Cape Harbour Vacation Rentals, Rumrunners Restaurant, The Veranda restaurant, Captain Tony's Great Getaway, Key West Express, and SunStream Hotels & Resorts.

Editor’s note: Images of winners available upon request.

Summaries of 2009 E- Awards category winners’ stories

Nomination categories included: Accommodations, Attractions, Restaurants, Transportation, Good Samaritan and Other Services/Businesses.

ACCOMMODATIONS: Anthony Almeida, Inn at the Springs, Bonita Springs

A guest was checking into the hotel and reached into his pocket when he realized that he had taken the wrong jacket from the airplane’s overhead bin. The gentleman became quite upset. Almeida was able to calm the guest and immediately offered assistance. Almeida found a wallet in the jacket, along with identification. The jacket belonged to a Cape Coral resident. On his own time, Almeida drove from the hotel in Bonita Springs to Cape Coral to switch jackets and retrieve the guest’s wallet, drove back to the hotel, and personally delivered it to the guest.

ATTRACTIONS: Barbara Prater, Edison & Ford Winter Estates, Fort Myers

Barbara Prater works at the Estates Ford Cottage Shoppe and is a perfect example of what exceptional customer service is all about. She intuitively knows how to respond to visitors who may need assistance, but are hesitant to ask for it.

A blind man and his companion entered the Shoppe. Prater asked the gentleman if he wanted a tour of the historic cottage, and he responded that he did. She led him from room to room, allowing the man to feel the art work and merchandise while describing the items in detail, even telling him about the various artists. The gentleman and his companion were grateful for all of the time and care that Prater demonstrated.

Prater exhibited the true qualities of a hospitality ambassador.

GOOD SAMARITAN: Dr. PJ Deitschel and Dr. Amber McNamara, C.R.O.W., Sanibel Island

These veterinarians work countless hours ensuring the highest quality care for injured and abandoned wildlife at the Clinic for the Rehabilitation of Wildlife (C.R.O.W.). They relentlessly treat more than 200 animal species with 4,000 patients each year. In addition to admitting, diagnosing, and caring for an array of wildlife, Deitschel and McNamara educate the clinic’s visitors on the importance of animals to Lee County. The doctors’ ultimate reward of providing exceptional customer service is when they are able to release the clinic’s patients back to their natural wild habitats.

OTHER SERVICES/BUSINESSES: John Bradfield, Johnny Myers Discount Tires, Fort Myers

A businessman with an enormous heart is what best describes John Bradfield. The owner of Johnny Myers Discount Tires in Fort Myers, Bradfield helps out customers who don’t have the money to fully pay their bills – even giving away tires and service at no charge.

Bradfield’s generosity has also been extended to church donations. His work ethic is one of working long hours and never to turn away a person in need.

RESTAURANTS: Jose Cereceda, Carrabba’s Italian Grill, Bonita Springs

A family dinner went from a celebration to a truly memorable occasion thanks to Jose Cereceda, a waiter at Carrabba’s Italian Grill in Bonita Springs. Mom, dad, son, and daughter were commemorating the 9-year- old girl’s completion of chemotherapy.

According to the mom, Cereceda “took an ordinary dinner and made it an occasion” because of the extra attention he gave to the girl, who was self-conscious about her appearance. The waiter appointed the girl “chef” and brought her and her 5-year-old brother pizza dough to create their meals. The children played more with the dough than form a pizza, but that was part of Cereceda’s fun plan. He gave the mom a wink to signal to her that the dough the children played with would not be the actual dough used to make the pizzas. Soon the children were eating “their” creations with pride. To allow mom and dad an opportunity to eat their dinners uninterrupted, Cereceda gave the children more dough and told them that customers had seen the pizzas they made and requested that the boy and girl make more pizzas. The kids were thrilled as “their” creations were being served to other customers.

At the end of the meal, Cereceda took paper napkins and made each of the children a beautiful rose. He commented, “This is your payment for working with me tonight.”

The children still talk about “working at Carrabba’s” and “the magic waiter” who turned a blob of dough into a wonderful pizza and napkins into roses. The mother said that Cereceda was “a shining example of excellence, and truly touched our hearts . . . an extraordinary example of hospitality.”

TRANSPORTATION: Edward Brown, Standard Parking, Fort Myers

A customer left the long-term parking lot at Southwest Florida International Airport at midnight, arrived home, and discovered a piece of luggage was missing. The bag contained the woman’s medicine, a camera, and $300 in gift cards. The panicked woman returned to the airport and found Ed Brown, a supervisor. Brown immediately contacted all shuttle bus drivers who take passengers from the terminal to the long term parking lot and asked them to search for the bag. It was not in any of the buses. He then contacted lost and found, which did not have the bag. Not satisfied, Brown searched every bus and finally found the bag.

This employee did his job and never told anyone. In her nomination letter, the woman expressed her appreciation for Brown’s actions. She was grateful that the contents of the bag were safe and sound.

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