PIT Recognizes Hyatt Regency Employee For Outstanding Customer Service
July 20, 2012
PITTSBURGH INTERNATIONAL AIRPORT RECOGNIZES HYATT REGENCY EMPLOYEE FOR OUTSTANDING CUSTOMER SERVICE
PITTSBURGH, PA (July 20, 2012) – Machell Swoager, of Hookstown, Pa., has been selected as the first quarter winner in Pittsburgh International Airport’s N.I.C.E. Program by the Allegheny County Airport Authority. Machell, a waitress at the Hyatt Regency’s Olive Press restaurant located at Pittsburgh International Airport, went out of her way to make sure a guest who was ill received immediate care and helped to ease her concerns.
For her outstanding efforts, Machell received a $50 American Express Card. Additionally, Machell, who was nominated for the award by Jeff Lancaster and Tim Llewellyn of the Allegheny County Airport Authority fire department, will be recognized at Pittsburgh International Airport’s N.I.C.E. event in the Spring of 2013. Here is Machell’s winning story:
“An elderly female guest at the Hyatt was ill and required medical assistance. Firefighters responded and found the patient walking around in her room. Upon evaluation of her vital signs, we found some abnormal readings. We suggested she go to the hospital in an ambulance to be evaluated and she agreed. However, while waiting she stated that she had visited the Hyatt often due to her husband's business. She also said that her husband was currently on a business trip approximately three hours away. The woman said she was having dinner alone that evening when she became ill. Machell, her waitress at the Hyatt restaurant, was worried that the woman needed medical attention and urged her to return to her room and called for the ambulance. Machell has frequently been the couple’s waitress during their stays and they had become close. Machell and her boss, Zach, the restaurant manager, came to her room to check on her. The woman expressed some worry about going to the hospital alone and wondered how she would return to the hotel once she was released. She didn’t want her husband to cut his business trip short. Without hesitation, Machell volunteered to leave her shift early and drive to the hospital to stay with the patient for as long as she was there and promised that she would not leave – and would even drive her back to the hotel once it was all over.”
The Allegheny County Airport Authority’s N.I.C.E. Program (Neutralizing Irritations Customers Experience) is a customer service recognition program that promotes employees to look at “need” from their customer’s perspective. In turn, they learn how to step up as leaders and become problem solvers! Each quarter the N.I.C.E. Steering Committee selects one winning story that best exemplifies a Pittsburgh International Airport employee going to great lengths to perform exceptional customer service.
Since 2009, hundreds of employees and volunteers have completed N.I.C.E. training and have been recognized for being great problem solvers. Their successes are posted on a website: http://www.reclaimingthesky.com/resiliency/pit/