Continually Going Above & Beyond | Black Hills & Badlands - South Dakota

Continually Going Above & Beyond

This week's customer service feature was provided by Davis Dathe, General Manager of Comfort Suites Hotel & Convention Center in Rapid City. If you have a story you'd like to share with our members, please email BH&B's Communications Director, Alicia Boe, alicia@blackhillsbadlands.com.

In the Tourism & Hospitality Industry, customer service is KING. Customer service alone is great, but without a little extra, it’s just standard. There should always be a little WOW factor!

We must always aim to give our guests the royal treatment.  Sometimes it gets difficult to continually answer questions and fulfill requests. This is when we need to remember to go above and beyond to ensure each guest has the best possible experience while they are with us. The Comfort Suites Hotel & Convention Center recently received the following letter in regards to a wedding that was held at our property:

“We recently experienced a very exciting, entertaining and enjoyable seven-night stay at the Rapid City Comfort Suites Hotel & Convention Center for our son’s wedding. This luxurious hotel was not only the host hotel for the out-of-town wedding guests, but also the site for the wedding reception.

Deb Bruce, the hotel’s Sales and Marketing Director, did a magnificent job in orchestrating our entire stay by suggesting various tourist attractions, restaurants and even a beauty salon for a hair appointment.

Sandy, the Supervisor of Housekeeping, often visited with us to ensure our daily room housekeeping met our high expectations – which it did. She even went the extra mile by ironing two shirts for the wedding and church.

Aleah, the Events Coordinator, did an excellent job in preparing the Convention Center for the wedding reception and ensuring that all the reception activities occurred on time and in a first class manner.

Kevin, the Maintenance Supervisor, very laboriously arranged the Convention Center to satisfy the bride and groom’s high expectations.

Barbara and Janet, the breakfast ladies, did a fantastic job in preparing a daily delicious and nutritional hot breakfast, including scrambled eggs and waffles.

Jessica, our daily housekeeper did an impeccable job in cleaning and replenishing our room each and every day.

Nicolette, Cindy, Gail, Dani and Jeremy, the Front Desk Staff, always patiently answered all of our questions and arranged our taxi transportation.

Whenever we would meet any staff in the hall, whether we knew them or not, they were always very friendly and cordial.

Although we have visited Rapid City on several occasions, this is the very first time that we were guests at the Comfort Suites Hotel and Convention Center. We can assure anyone, in our opinion, that this is the number one hotel in Rapid City. We will always stay at the Comfort Suites Hotel and Convention Center during our future visits.”