Following is part of the letter that I sent to the regional leadership of the hotel ownership company:
I can only start with how incredibly fortunate you are to have the incredibly compassionate and dedicated staff that you have at this hotel. I arrived on Monday, January 27th for a week of meetings at our Marietta office. When I arrived, the weather forecast called for a severe winter storm for the Atlanta metro area starting Tuesday, but the city did not respond appropriately. I left the office at 6:45 PM on Tuesday, January 28th, and 45 minutes and 1.7 miles later I arrived the hotel. Along the way I encountered a scene that is beyond description. When I arrived at the hotel, the scene was worse. Hundreds of people, forced to abandon their vehicles, sought refuge at your sold out hotel. Rather than turn them away, your staff welcomed them. They worked overtime to provide them food and beverage, and gave them pillows and blankets so they could rest in the best possible comfort – in the lobby, halls, and conference rooms as space would safely allow. They went beyond this by providing power strips to charge their phones. Who would think of this?
The restaurant and bar were packed! But your leadership team was taking our orders and serving our food. I heard that your GM was in the kitchen working alongside of your kitchen staff to make sure your guests (and the stranded) were covered. The next morning I saw the same staff that were taking orders at midnight the previous night that were handling the breakfast crown at 7 AM. Your entire team made sure that we had meeting space and equipment so we could continue our meetings, despite all of the challenges in total. The one thought that passed through my mind – how are these people staying so professional and warmly accommodating on practically little (or actually no) sleep?
That next evening, your leadership team served our team of 20+ people a fantastic dinner. The next day we saw most of the same team members serving breakfast. They again looked as if it were another day at work, and they were happy to have us. I know that they had to be completely exhausted, but it never showed. On top of that, they again set us up so we could conclude our 4 days of meetings. On little notice, they not only delivered, they over delivered.
You can tell I was amazed by the performance of the staff during unprecedented times. Well done!
- Official Description (provided by the hotel):
- Across from the Cobb-Galleria Convention Center, Atlanta Marriott Northwest offers luxurious accommodations and exceptional service to make you feel at home. ... more less
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- Also Known As:
- Atlanta Marriott Northwest Hotel Atlanta
- Marriott Atlanta