After 20+ years as a Rewards member, I continue to be astonished at the attitude of some Elites. The expectations, demands, and attitudes I have seen are unbelievable....especially at premiere properties such as the NYC Marriott Marquis. Every Elite wants an upgrade, a Times Square View, early check-in - the list seems endless, and many are rude and almost abusive if they don't receive their request. ((My personal favorites are those who want an early check-in AND a late check-out - at no charge of course!). The desk is busy, there is often a line, some of these discussions seem endless - and yet there is one agent that always seems to have a smile for each new person approaching her - Farida A.
I am not sure how she does it, but her patience seems endless, as does her courtesy with all customers. What I find particularly amazing is her memory....I have probably only stayed in the hotel 10 times over the last 4 years - and yet she recognizes me by name always. In a hotel as busy as this one, I certainly would not be considered "a regular" - yet I feel one when she is working and checks me in! When one travels over a hundred nights a year, a genuine smile of welcome means so much!
I have seen reviews where this hotel is rated poorly for the staff, for not being welcoming to Elites - I cannot agree. There is no other choice for me when I stay in NYC - all due to Farida's efforts that make me feel welcome! She embodies what a desk agent should be - and is the epitome of "Spirit to Serve".
Thank you Farida!
Great post imagrits. We are quick to complain when we don't get what we want and slow to applause when something good occurs. I personally find it embarrassing asking for upgrades etc so I tend to wait to see what happens when I check in discreetly showing my membership card.
Great post. Both Farida and David remember us when we check in, and welcome us warmly. I know that they see thousands of people in the course of a year but their personal touches make life in the big apple at check-in much more enjoyable. I have recommended them to Mr. S., the GM there for their service and customer orientation.
In a world of reduced service they shine as great exceptions--and richly deserve full credit
Greetings imagrits, On behalf of behalf of Marriott associates around the world, we take pride in providing exceptional service for each and every guest and we appreciate you taking the time to nominate a Marriott associate for this important award. We’ll enter this nomination for consideration of the Spirit to Serve award.
I had to stop by the front desk this AM, and the first thing Farida mentioned (was your) comments to her at check in - you made her day! I have always believed compliments are even better when coming from a 3rd person....and the smile on her face whens she recounted your conversation confirmed that beleif.
You made her feel special!!!
I used to stay at the NY Marriott Marquis and Farida was always lovely. I now choose to stay at the NY Marriott Downtown because they look after me better there than the Marquis, though this is not a reflection on Farida, just the allocating of upgrades which as a Platinum member was good but not exceptional.
Not at all - the discussion unrelated to the Spirit to Serve nomination was branched to it's own thread, Re: Elite Front Desk at NYC Marquis - tough job; Farida makes it look easy!
I think that may be a limitation of this site. I don't yet know how you would know if part of a discussion is branched off, with something like the comment that the CM put in this one. NathalieF , can you answer this question, about how to tell if part of a discussion has been branched into (or came from) another discussion, without reading through it?
Thank you tryt53. A perfect way to keep the discussion going without having an impact on the spirit of this thread. Admittedly, the spirit to serve section is rather unique...so appreciate the effort to keep the convo on topic here, while encouraging it elsewhere. Much appreciated.
I stayed at the Marriott Marquis a few years ago when I was only Gold and was treated very well. I was with the family and we were cashing in points for the stay as part of a vacation. We got upgraded to a very nice corner, Times Square view without even having to request. I'm not sure who checked us in but I recall it as very prompt and efficient. I have not had the opportunity to stay here again as our Corporate travel budget usually has me staying out of Manhattan but would definitely go back based on the service!
Ditto just joined this Insider after three years as an Elite member. I used this site before traveling to NYC with my two boys July 8-13. The Marquis was great and Farida was helpful in finding us a TSV room as well as a late check-out. (which I did not demand) My boys had a great time and really enjoyed this premiere property in the center of it all.