Today’s Keeping the Star program at the Broadmoor further emphasized the importance of Guest Relations. However, the instructors, Erica & Matthew, brought it all home for the two dozen Broadmoor employees. 

Yesterday evening I visited with Danielle Robertson, Director of Training. This morning, I spent the day with Jack Forrest from Guest Services, a 25-year Broadmoor veteran, passionate about the guest experience.

What I learned from Ms. Robertson, Mr. Forrest, and Erica & Matthew, instructors of Keeping the Stars program didn’t surprise me, but it did reinforce WHY The Broadmoor experience for guests is so over-the-top:

• Broadmoor guests arrive with the highest expectations as the Broadmoor is a 5-star/5 diamond property. The hotel AND its employees want to keep it that way!
• The Broadmoor considers the employees an important part of the reason why their service continues to be exceptional.
• The Broadmoor and all its employees including Ms. Roberston, Mr. Forrest & my two instrucors all share the same philosophy: a successful employee is someone who cares about their guest and is courtesy, helpful and friendly. He says there is no substitue for the human touch and personalized service. That’s why the Broadmoor staff receives so many positive guest responses — which often signals out specific employees. 
• Since 1918, The Broadmoor continues to offer the most basic (and most appreciated) guest relations: friendly, helpful, courtesy staff that make it a point to know the guest personally.
• Stephen Bartolin Jr., President & CEO of The Broadmoor personally takes part in new employee orientation by greeting and welcoming new employees.
• Mr. Bartolin is quoted as saying, “Name use is music to people’s ears.”
• A portion of The Broadmoor’s mission statement is (paraphrased): perceptions come from the positive attitudes of employees, exemplary service and service accommodations.
• Broadmoor employees, from dishwasher to payroll clerk to bartender to management, all receive the same messsage: YOU are important to The Broadmoor and have a significant impact on guest satisfaction.

Last night, I witnessed an example of that service while sitting at the Hotel Bar. A bellman came into the bar, taking the extra moment and seraching for a regular customer’s handbag. He found it tucked underneath the table where the couple were sitting earlier, and he delivered it personally back to the woman.

I, along with two dozen (real) Broadmoor employees, am now the proud bearer of a certificate of completion of the Keeping the Stars, Guest Relations Training program from The Broadmoor.   Below is a picture of part of the graduating class and my two instructors:

  

Until next time, Diana

It was a snowy day with winter storm warnings, bursts of snow on the I-25 corridor as I drove south to Colorado Springs. I check in at The Broadmoor guard booth.  Security checks my name, hands me a parking pass with my name on it, asks me to put it on my dash, and takes a moment to say, “Enjoy your stay, Miss Rowe.”  

I roll up to the entrance, and two valet young men scurry up to open my door and help me out, and say, “Good evening, Miss Rowe. How was your drive?”  One escorts me to the front desk, and introduces me to the receptionist to check in. She again says, “Good evening, Miss Rowe. Welcome to The Broadmoor.”

 

Have you ever wondered just how they do it? How does everyone from the valet to your bartender remember your name?

Many of you already know that The Broadmoor is one of my favorite places to visit, where the minute you check-in the staff makes you feel like you are important, and not just one of thousands staying here. Returning to The Broadmoor time and time again definitely has something to do with the welcome I feel when I’m greeted by name. 

I sort of feel like a double agent, a writer going undercover as a Broadmoor employee, but my assignment this week is to get “Inside The Broadmoor.”  I’m doing that by attending one of their many Leadership Training classes.   This one is titled, “Keeping the Stars.”  This guest relations class is just one of 80 or so offered to Broadmoor employees. Some are optional for personal enrichment and career enhancement while others are required (such as Keeping the Stars).

 

These classes range in topics from orientation to Dress for Success to computer to leadership.  Internal employee development classes are just one of many ways that The Broadmoor takes care of their own – and you can tell the 2,000-some peak employees are happy to be here by the smiles on their faces.

 

I enter the classroom to the sound of dance music, a relaxed atmosphere with two dozen Broadmoor employees and sparkly stars and sunglasses as table centerpieces.  Our instructors Erica & Matthew get started. We play games, like Broadmoor jeopardy, but the entire session (one of two 4 hour afternoon session) all emphasize the same – guest relations and service. From salary to management to ownership of The Broadmoor, they all want the same thing – make customers of The Broadmoor feel welcome — like guests.

 

So how do they remember your name?  Let me count the ways…security gave me a parking pass with my name on it; before opening my door, valet read the name on my pass; valet intro-ed me to the receptionist; bell boy Joseph escorted me to my room and my bags had my name on them.  From there, employees are trained to do everything from simply ask for a guest’s name, repeat the name to remember, read the name on the credit card, golf bags ID, etc.

 

Oh look at the time – I have to head off to training, part 2 of “Keeping the Stars.”

 

More later, Diana

 

P.S. Following my class, I dined at The Summit.  My reward was this yummy dessert (click below), Chai Tea Chocolate Dame (vanilla crème brulee filling with orange ice cream), prepared by Pastry Chef Remy Funfrock, who just happens to be 1 of 4 pastry chefs in the U.S. heading to the World Pastry Cup in France.

  

The snow is falling here in Denver, as I anticipate my drive south to Colorado Springs and The Broadmoor. But my mind is on a different visit, when the winter snows were giving way to the warming spring winds.

If you’ve been to The Broadmoor, I don’t have to tell you about the guaranteed amazing experience you will have. When I first suggested The Broadmoor as our spring break destination, my man gave me that “are-you-kidding-look,” but I told him that without a doubt these three days would rate at the top of his list of awesome experiences. After the three days were over, he spent the last few minutes meditating at the lake until I forced him into the truck to return to Denver.  All three of us agreed — the best family trip so far (for the three of us)! Read on…

The Broadmoor in Colorado Springs is luxury travel at its best, and not just for the traveling business person or luxury adult traveler. The Broadmoor welcomes kids in a kid-friendly taste of luxury from frolicking in its swimming pools to an ice-cream sundae foot massage and cotton-candy pedicure. Allow me to take your families to the historic Broadmoor where my many and my 12-year-old stepdaughter delighted in pampering and fun.

In case you didn’t know, The Broadmoor, the Queen of Colorado Springs, first opened in 1918 to welcome many of the country’s most famous personalities and seasoned travelers. Ever since, the property’s dazzling character and breathtaking scenery (surrounded by mountains and centered by Cheyenne Lake) have made it a cornerstone of the American resort scene. The longest continuous winner of the Mobil Five-Star and AAA Five-Diamond awards, it also features legendary golf, tennis, a full-service Spa, dining and shopping.

When we managed to tear away from our luxury hotel experience, we explored the Colorado Springs area from riding the Pikes Peak COG railway to feeding the giraffes at the Cheyenne Mountain Zoo.

Go Visit Colorado Springs and The Broadmoor, it’ll be the best few days of your life.

Happy Travels, Diana
Denver Travel Examiner