One of the Best Hotel Cultures I've Ever Experienced
22/11/2016 Bob H, East Bethel
In my opinion, one of the most important things for the success of a hotel is the people who work there. Creating a customer-first culture in those employees is not easy and must start at the top. T... more
In my opinion, one of the most important things for the success of a hotel is the people who work there. Creating a customer-first culture in those employees is not easy and must start at the top. This hotel has accomplished that. I could talk about the beautiful property and buildings, the creative and classy conference/meeting area, the excellent rooms with lots of space, very comfortable beds, rainfall shower heads and nice fluffy towels. I could talk about the wonderful pool area with kid-friendly surroundings (including an outdoor whirlpool open during cold weather), the well maintained and generously supplied workout room and the on-site restaurant/bar serving great food and drink (many on-tap beer selections) at reasonable prices with good service. I could talk about the on-site 9 hole golf course and the mini golf. But what really made the stay tremendous was the people. The "I want to make you feel welcome" culture at this hotel is very rare indeed. There were very few employees who didn't greet us in some way whenever they saw us. It seems as if everyone was looking for any opportunity to help us in any way they could. A few got that opportunity and did very well. We had a wedding booked in one of the banquet rooms. Myranda the catering person did just about everything she could to accommodate our requests. We wanted to save the leftover cake from the wedding for the gift opening the next day and the catering people wrapped it and kept it refrigerated over night. We needed some plates and forks during our gift opening and the catering guys helped us out. We needed a notepad and the front desk people provided one. During the rehearsal the night before the wedding I noticed that the men's room was in need of a good cleaning - not because it had been neglected but because some of our handicapped people had used it. I brought it to the attention of the front desk and it was cleaned up within a matter of minutes. It didn't seem to matter what we wanted. Someone wanted to help us out. And the following experience I think explains why. One day I noticed a gentleman in a sport suit on his hands and knees replacing a couch cushion in the lobby area. Later I asked who he was and was told it was the owner. So there appears to be a culture of "do whatever needs to be done to make this the best hotel ever" that starts at the top and goes all the way down. Congratulations! It is working. less
Robert D, General Manager at BEST WESTERN PREMIER Bridgewood Resort Hotel, responded to this review
Dear Bob H,
Thank you for taking the time to give an incredibly positive and thorough review on our hotel and restaurant. I'm thrilled that our Culture of Service was exhibited throughout your stay and hope you'll return when you're in the area.