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IHG Celebrate Service Week
Our brands are brought to life by our people. They help us deliver on our promise to create Great Hotels Guests Love®.
IHG Celebrate Service week is our way of saying ‘Thank You’ to everyone at IHG’s branded hotels and corporate offices around the world. It’s our opportunity to recognise our colleagues for their hard work and celebrate their dedication to great service.
Each June, our week of celebration grows. This year, more than 4,500 hotels and offices are taking part in Celebrate Service week. We have so far received nearly 2,000 stories of great service from our hotels around the world, a few of which we’ve shared below.
Get Me To The Church On Time
Mike Plaskett, concierge at the Crowne Plaza Liverpool City Centre, recently exceeded the expectations of a special guest staying at his hotel.
When the cars booked to take a bridal party to church didn’t arrive at the hotel, Mike rose to the challenge. After initially trying to persuade local drivers to step in, he soon realised that even they would take too long and the bride would be still be late. Without a second thought, Mike picked up his car keys and personally chauffeured the bride to her big day. The whole party were amazed by Mike’s ‘can do’ attitude and were hugely grateful for his help.
A big score for Great Hotels Guests Love
In March, the Holiday Inn Hotel & Suites Ottawa Kanata in Canada played host to a special needs youth hockey team. The booking included 35 rooms for four nights, for 100 guests in total. The hotel’s Guest Experience Champion, Annie Bedard and her team, created a large welcome banner for the lobby, complete with the team’s colours. To keep the youngsters entertained during their stay, Annie organised a movie night in one of the hotel’s banquet rooms. She designed a Hollywood-style poster and prepared freshly bagged popcorn that included a personalised note. The group later presented Annie with a “Thank You” card, signed by the whole team.
Petar Saves the Day
Petar Dragin at Hotel Indigo London Kensington Earl’s Court took a call from a guest who had checked out earlier that morning. The guest had arrived at London’s Heathrow Airport for his flight back to the United States. However, when the guest arrived at the airport he realised he had left his passport in the room safe! Time was tight and it would have been impossible for him to travel back to the hotel, pick up his passport and go back to the airport. Petar saved the day. Forty minutes later, he met the guest at Heathrow Airport and returned the passport.
My thoughtful team
Steven Frodsham, from Holiday Inn Express – Leigh – Sports Village, was delighted to read a recent HeartBeat feedback survey which praised his team.
At 4am on a cold, wet and windy morning, some guests were checking out. They had a long drive ahead of them and were leaving early to get a head start. As they were packing luggage into their car they were surprised to see the same gentleman who had checked them out, running towards them with two bags.
The thoughtful front desk colleague was concerned that they were leaving before breakfast, so had packed two bags with breakfast snacks to ensure they didn’t go hungry.
A computer that travelled from Beijing to London
A guest was about to board his flight back to London when he realised that he had left his computer at Crowne Plaza Beijing International Airport. He called the hotel and Alisa, the hotel’s receptionist, assured the guest that his laptop had been found and promised to do everything she could to return it to the guest.
When the guest arrived back in London, he received an email from Alisa. It transpired that one of Alisa’s friends was flying to London and that she had asked her friend to bring the computer with her. The guest was hugely grateful and was reunited with his computer just five days later.