Walkin’ the Talk

Posted by Ron Springer | 11/19/13

One of my favorite hotels is the JW Marriott Starr Pass in Tucson, AZ.

I have planned and produced four very successful meetings in the past seven years at this location including a management meeting just last week, with over 400 attendees.

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Starr Pass has everything I look for in a hotel meeting site: close proximity to the airport, elegantly understated, comfortable surroundings, great event space both inside and out, divisible ballrooms, exquisite food and most importantly, a tremendous staff.

In conversations with Eric Duff, our Convention Services Manager, he shared with me the JW Marriott Commitment and a Service Notes Calendar, which serve as consistent reminders of the quality of their service.

At last week’s meeting, as I was walking through the service corridor behind our ballroom, I was struck by a particular wall hanging. A one-page document called Luxury Notes that exemplified my conversation with Eric. Broken down to simple one-word ideas, it wasn’t a long-winded mission or vision statement but simple concepts that each employee can master and execute during each and every customer contact.

Blog_Wall Photo

Great service comes from hiring enthusiastic people and providing them with simple, attainable goals.

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