Legacy Insider – Issue 11

Genuine Hospitality Makes the Difference

“Summer vacationers have come and gone and our school age children are back at school. Summer is a glorious time of year when a lot of memories are created. And, it’s one of our busiest with many guests
and many demands for services. I am grateful that Legacy Ventures teams are so committed to meeting those demands, maintaining our high standards and providing excellent hospitality. It’s noticed!

Strong teamwork and team engagement drives guest satisfaction, and many of our properties have been recently recognized by TripAdvisor and others for their commitment to excellence in guest service. Guest satisfaction scores are on the rise as summer ends, and The American Hotel team celebrated the hotel’s first “Outstanding” Quality Assurance audit by Hilton, joining the Embassy Suites – Chattanooga for this great honor.

I just put Legacy’s dear friend from China on a plane after his visit a few weeks ago. Joseph represented the Chinese investor we partnered with for 20 years. He and his wife have traveled the world many times over and visited Atlanta over 50 times. Joseph has years of professional experience in hotel and restaurant management in Canada and China. He always stays at one of our downtown Atlanta hotels when he visits, and our custom is to dine at several Legacy Ventures restaurants. Then he tells me how we are doing.

Joseph and his wife were extremely impressed and most grateful for our excellent hospitality! We had excellent meals at The Cloakroom Kitchen & Bar, Legacy Test Kitchen, STATS Brewpub and Max’s Coal Oven Pizzeria. He remarked to Frank Phair, GM of Embassy Suites – Centennial Olympic Park, that our staff rivals his best teams at their 5-star China resorts. Our caring, friendly and efficient service makes the difference.

It is a compliment I was proud to hear. I so appreciate your hard work in striving to extend genuine hospitality to all of our guests and customers. As we head into the Fall season, the completion of our
customer mix will become more corporate, but the common denominators in providing guest service remain the same. What you do and how you interact with customers makes the difference!

Thank you for differentiating our great properties by continuing to focus on providing memorable guest experiences.

David”

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