Stars of the City

2012 Stars of the City Conference and Tradeshow

Alsun — Tue, 22 Nov 2011 14:16:47 +0000

Stars of the City Conference and Tradeshow – Wednesday May 16^th hosted by Carleton University Conference Services (Residence Commons 1125 Colonel By Drive).

What’s new and exciting for this 2012 annual event?

This year we have a New Low Price – $25.00 per person

Creating Memorable Experiences Presentation & Workshop

We thought we’d try something different this year to make the presentation more interactive. Ontario Tourism Education Council (OTEC) will be leading a presentation called “Creating Memorable Experiences” with a workshop component to allow you to share your knowledge and experience with others as well as learn from theirs.

Tradeshow and Networking Break

We decided what better way to peruse the tradeshow booths then with a snack and coffee in hand. The networking break and tradeshow will take place at the same time.

All about Ottawa Presentation

Ottawa Tourism’s own Misty Wade Hovey, Communications Manager will be back with her “All about Ottawa” presentation to get you up to speed on what’s new in Ottawa and the National Capital Region just in time for the 2012 peak tourism season.

Tour of Facility

A tour of The Carleton University Conference facilities will be available after the presentations.

If you have any questions please contact Alison Dubeau — adubeau@ottawatourism.ca or call (613) 237-5150 ext. 125

Full Conference & Tradeshow schedule Register for the Conference & Tradeshow For information about booking Tradeshow tradeshow booth space To book Tradeshow booth space

Paul Norris

Alsun — Sun, 20 Nov 2011 18:33:38 +0000

Paul Norris’s story: On a cold February night, a local restaurant was hosting a student group for dinner. When it came time for them to move on for skating on the Rideau Canal, the tour guide and teachers left a student behind. After spending time trying to reach the tour company, the student let the restaurant staff know that the group was staying at a local hotel. Upon reaching the hotel, Paul offered to head over to the Canal and find the group. In spite of the cold weather, snowy conditions, hundreds of tourists and darkness of night Paul found the group and called the restaurant to inform them. Ten minutes later the lost student was reunited with his group..

Kamalesh Kasinathan

admin — Thu, 20 Oct 2011 17:27:30 +0000

Shortly before the guest checked-out of the Holiday Inn & Suites Ottawa Kanata, Kamalesh knocked on the guest’s door, informing them that their car had been vandalized during the night. Kamalesh took the guests to their car to take pictures of the damage and called the police for them. Kamalesh then called a car rental agency that was open on Sunday and also several automotive glass replacement agencies in hopes to find one open. The husband asked Kamalesh if they could have some plastic and tape to cover the windshield due to the fact that it was a rainy day. Not only did Kamalesh supply the plastic and tape but he did it himself while the guests were having lunch.

Steve West

Alsun — Wed, 12 Oct 2011 15:25:28 +0000

Late one evening, after checking in, a guest approached the front desk enquiring as to whether or not there were any clothing stores open in the area. Unfortunately, the answer was no and noticing that the guest appeared upset, Steve asked if he could help. The guest indicated that he had just found out that he would be meeting with the Prime Minister first thing in the morning and had not packed anything suitable – all he had were blue jeans! Steve quickly asked the man his pant size and searched through the extra uniforms, but unfortunately, no fit was found. The man returned to his room not knowing what he would do. Steve wasn’t about to let a problem go unresolved, so, realizing that he and the guest were roughly the same size, offered his own pants – the ones he was wearing – to the guest. The guest jumped at this very generous offer and Steve spent the rest of his shift in the guest’s blue jeans.

Andy Ghazal

Alsun — Wed, 12 Oct 2011 15:08:23 +0000

The 2002 Star of the City was Andy Ghazal, a taxi driver with Blueline Taxi Company whose honesty, quick thinking and diligence have become known across the city as the “Man who found ten thousand dollars”. When a family visiting from Saudi Arabia left a purse containing over $10,000 in his cab, Andy launched a frantic search to find the owners. He drove out to the Airport to return the purse and its contents to the incrediblly relieved and appreciative family. In true “Stars of the City” style, he said it never occurred to him to keep the money. “I’m sure if I lost my money, I’d appreciate some one returning it.”

John Tundo

Alsun — Wed, 12 Oct 2011 15:03:52 +0000

A visitor had been walking along the Rideau Canal when she fell and fractured her wrist. She made it back to the hotel and requested the location of the nearest hospital or clinic. John took her to the nearest clinic (which did not have x-ray equipment) and then to the hospital. The visitor was supposed to be leaving on the 12 noon train but John made the necessary arrangements to have her ticket changed to a later train. When they returned to the hotel, he arranged for her to be given a room to lie down in until she had to catch her train home.

Christina Sauvé

Alsun — Wed, 12 Oct 2011 15:02:42 +0000

Christina was chosen as the 2004 Star of the City for “going the extra mile” to help a guest with a transportation dilemma. After Christina realized that the guest had no way to get to his out-of-town meeting, she came to the hotel at 7 a.m. on her day off to pick up and drive him there. She waited for over an hour for the meeting to end, and took him back to the hotel where they picked up another guest. Christina then drove both guests to the bus station where she even helped them carry their bags!

Rosie Arruejo

Alsun — Wed, 12 Oct 2011 15:01:38 +0000

When a young guest at Les Suites Hotel Ottawa reported losing his favourite stuffed toy bear, the hotel’s Rosie Arruejo swung into action. She searched the hotel from top to bottom. She asked other staff members if they’d seen the bear. She even posted “missing bear” signs that the young guest had created. When the little bear still hadn’t turned up, Rosie purchased a replica and mailed it to the young guest – much to the delight of the guest and his family! For going above and beyond, Rosie has been named this year’s Star of the City-a shining example of exceptional

Ginette Pion

Alsun — Wed, 12 Oct 2011 14:59:13 +0000

A woman came into the store desperately looking for the perfect outfit to wear to a gala dinner she was to attend that evening. Ginette spent three hours helping her shop in the store, then went with her to find shoes and helped her measure her new pants to just the right length for her great new heels. To help make the evening even more perfect, Ginette called and made a hair appointment for the customer. She then drove her to the appointment, took her pants in to get tailored and purchased fantastic accessories so that when her hair was done, the woman would be completely ready to “knock ‘em out” at her special event.

Telephone Etiquette

Alsun — Thu, 06 Oct 2011 14:45:11 +0000

Helpful hints:
• When you take a call, stop everything else that you are doing. Don’t allow other distractions to take your attention away from the caller.
• Never eat, drink or chew gum while on the phone.
• Always speak slowly and clearly. Avoid unnecessary jargon and acronyms.
• Remember that English/French may not be the caller’s first language and that they may have difficulty understanding you or expressing themselves.
• Always have a pen and paper within reach so you can take notes.
• Answer calls by the second or third ring.
• Smile when you answer your calls, even though the caller can’t see you. They’ll hear the smile in your voice.
• Be enthusiastic and respectful.
• Remember that you may be the fi rst and only contact a person may have with your business, and that first impression will stay with the caller long after the call is completed.
• Practice good listening skills – listen more than you talk.
• Avoid interrupting while a caller explains their question or problem. Instead, write your point or question down and wait until they’re finished explaining before you interject.
• Use hold button when leaving the line so that the caller does not accidentally hear conversations nearby.
• If you need to put the caller on hold, ask if you may do so and wait for their reply before you push the hold button. When you return to them, thank them for waiting, using their name if possible. (“Mrs. Smith? Thank you for holding.”) Do not leave a caller on hold for more than 30 seconds before checking back.
• If the caller asks for information that is not the responsibility of your department or organization, try to help them by providing the information, the toll-free number or the website of the appropriate organization. Leave the caller with a positive experience.
• If the phone is located in a lobby or common area, do not use the speakerphone feature.
• When transferring a call, be sure to tell the caller where you are transferring them and the name of the person to whom they will be speaking.
• Thank the caller for calling at the end of every call.

If you are responsible for both walk-in and phone customers:
• Walk-in customers should take priority over phone calls and other work. If the phone rings while with a walk-in, tell them that you must answer the call before doing so. If the phone call is not an immediate transfer, it may be appropriate to put the caller on hold to fi nish with the walk-in customer.
• If someone walks in while you are on the phone, look up, smile and acknowledge them non-verbally to let them know that you’ll be with them as soon as possible.

Resolving problems / complaints over the phone:
• Practice good listening skills to help discern the caller’s problem. Listen more than you talk.
• If there is a problem, be concerned, empathetic and apologetic.
• Keep your tone positive.
• If you have the authority and if appropriate, ask the caller how they would like the problem to be resolved. If you can’t resolve the problem the way the customer requests, tell them what you can offer and provide alternatives.
• Don’t use words like “can’t”, “don’t” or “policy”. Explain what you can do and work with the caller to find a solution through active listening.

Handling rude or impatient callers:
• Keep calm and try to remain diplomatic. Getting upset will only make the caller angrier.
• Remember there is a reason why this person is irate. Try to sympathize with the caller.
• Try your best to resolve the issue at hand using the above steps (resolving problems/complaints over the phone).
• Be firm with your answers but remain polite.
• If the caller remains very upset and you feel unable to continue the conversation, it is better to pass along the caller to a coworker or offer for you or someone else to call them back, rather than risk losing your temper. Sometimes the caller may be calmer after “venting” some of their frustrations.

Recording and checking voicemail messages:
• When recording a voicemail message, speak using your telephone voice – slowly, clearly and with a positive, but respectful tone.
• Check messages daily and return them within 24 hours. Callers should feel comfortable that your organization checks its voicemail daily.
• Reply, forward, or delete messages immediately. Keep the mailbox clean. Saved messages kept longer than a week take up needless space in your mailbox.
• If you forward a message, be sure to explain to the person to whom you are forwarding the message why you are sending it to them.