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Tremonts Customer Service Program


Hotel staff "Got it... and Get It"

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By eTN Staff Writer | Jul 22, 2009

A long-standing Baltimore company is planning a rally in honor of its associates (Tremont staff) who "Got it... and Get it," a program designed to emphasize and promote strong customer service despite a gloomy economy.

Baltimore's Tremonts, the parent company of The Tremont Plaza Hotel, Tremont Grand, Tug's Bar & Grille, Grand Cafe, and Plaza Deli in Baltimore, is gearing up to support a pep rally and Ride the Ducks tour on Friday, August 7 for associates who "Get It." Associates will depart St. Paul Place at 10:30 am on the Duck amphibious vehicle and return to the Tremont Grand on Charles Street.

According to Baltimore's Tremonts, the best way to keep its guests and customers happy is by providing exceptional service through its associates. The "I Got It... I Get It" program was created from the company's philosophies of service points to motivate and empower staff to show qualities and skills necessary to provide excellent service. Those who exemplify that they "Got It," meaning outstanding service skills, will be invited to join the program.

Representing the city with knowledge and service is a key element of the program. Associates who "Get It" are being trained to become Certified Tourism Ambassadors (CTA) of Baltimore. The Baltimore Tourism Ambassador Program was launched by the Baltimore Area Convention and Visitors Association (BACVA) to improve visitors' experience through education and service training of hospitality staff across several industries. "There is a citywide effort about learning what the city has to sell," said Tom Noonan, President and CEO of BACVA. "There is a certain level of service that is expected when visitors see the CTA pin."

Michael Haynie, managing director of Baltimore's Tremonts added, "The more knowledge our staff has of the city, the better our customer service." So far 25 associates have already become ambassadors of Baltimore.

The Tremont program has become quite a success internally. "We have associates asking all the time, 'What can I do to become part of the program?,'" said Theresa Gossage Fowler, director of human resources. Associates who have been awarded the honor wear a pin for recognition. The pin is pink with black lettering stating "I Got It... I Get It." The pink signifies the program's support for breast cancer awareness, a cause regularly supported by Baltimore's Tremonts.

The Tremont Plaza Hotel is recognized as a Baltimore landmark serving the community for over 25 years. The Tremont Grand, which is connected to the Plaza hotel, is a restored and renovated historic venue, which offers versatile meeting and event space. For more information on Baltimore's Tremonts, visit www.tremonts.com.

Hotel staff "Got it... and Get It"

Image via tremontsuitehotels.com



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