Making Her Sorrow Easier to Bear

A long-time local from Mossman which is located 13 minutes from the resort recently called to book high tea for herself. Catering Sales Manager Ellen remembered her and her husband well and asked after her family. During the telephone conversation, the guest shared that her husband had passed on 6 years ago and she was visiting Port Douglas Cemetary to lay his ashes alongside their two children whom she had lost a long time ago.
 

Sweetest Farewell for Loyal Guest

Cathy from the Executive Lounge is sincere and attentive, and always considers how things can be done in a better way to enhance guest experience.
 
Recently, a VIP guest who had been staying in the hotel for a year had to relocate. He was reluctant to leave, having become close friends with a number of hotel associates, including Cathy. Cathy was sorry to see him go, having established a great understanding with the loyal guest. Saying goodbye to him would be as hard as parting with a family member.
 

Sunshine After the Rain

Delayed by pouring rain, a couple arrived at the hotel late at night. It was not a good start to their 20th wedding anniversary celebrations. Their first request upon arrival was for front desk to engage a tour guide for an early morning visit to Miyajima Island the very next day.
 
As it was very last minute and all tour agencies had closed for the day, the front desk associate was having great difficulty meeting the guest’s request. Every few seconds, the couple would approach the front desk, impatience written all over their faces.
 

Showering Guest with Service Reserved for Dignitaries

This was the guest first visit to China. Not used to the different way things were done in the country, the guest did not dare expect much of his stay in the hotel. But Chief Concierge Eric changed all that.

"Mad Dasher" Vennis Saves the Day

Not long ago, a big group of guests from the United States checked into the hotel. Amongst them was a female guest. They had a very packed schedule, up to their final night at the hotel.
 

Staying Calm in Chaos

On October 5th, as arranged, Henry waited for the guest at the hotel lobby. He was to drive the guest to the train station. Although they had set off early, their car was stuck in a massive jam due to an overturned van. Despite the presence of traffic marshals, traffic was hardly moving.
 

Beautiful Memories Begotten by Care

In October, a middle-aged couple checked into the hotel. The man was travelling on business but they had planned to tour the city when his meetings concluded. In particular, they were looking forward to a visit to the world-renowned terracotta warriors.
 

Placing Guest’s Needs at the Center in All He Does

Late one evening, a guest approached the hotel’s concierge for help. He had just received an invitation to dine at the American embassy and he would like to get a bouquet of flowers for the Ambassador’s wife. It was past eight o’clock and the hotel florist had closed for the day.
 
Fully aware that observation of etiquette is of great importance for the embassy dinner, Steven quickly drew a map of the florist located nearest to the hotel. He then added directions from the florist to the embassy.
 

Passion for Service Thrills Guest

A guest was particularly looking forward to his hotel stay. Without his girlfriend’s knowledge, he had booked a room for them to enjoy a special date, an exceptionally precious moment in their long-distance romance. When Duty Manager William learnt of the plan, William decided to help make the occasion even more surprising and unforgettable by upgrading the couple’s room to a suite.
 


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