August 1, 2013
The Fairfield Inn and Suites by Marriott in Elkin has done what no other member of the national chain has done before.
The hotel has been awarded the company’s top honor - not once, not twice - but three years in a row. No other Fairfield has won it three times consecutively.
The award is called the Chairman’s Award and is given to hotels that receive the highest guest satisfaction ratings across the country.
The location began earning awards in 2010. Each award is presented the year after it is earned, with Fairfield winning the 2012 award in June of 2013.
Fairfield beat out the other locations in the nation with a 96.9 percent rating out of a possible 100 percent.
Random surveys are the basis for the award, rewarding employees for their care to customer satisfaction.
The survey is emailed to the customer a short time after their visit to gauge what their experience was like. One in every three visitors receives the survey and is asked to complete it.
Michael Wilson, general manager of the Fairfield, said the credit goes to the exceptional staff who work together to make the guests feel satisfied with their stay.
“I owe a lot of the recognition to our entire team,” Wilson said. “We are like a big family, putting all the pieces of the puzzle together to make everything come together for a perfect guest experience each time our guests visit us.”
Fairfield also won the Guest Satisfaction award for 2012, as well as the category for: rooms being completely clean, staff service compared to competition, responsive to the guests needs, property well maintained, highest overall breakfast, everything in working order, front desk staff service, entire staff warm and hospitable, and intent to recommend to others.
Wilson received Diamond General Manager of the year, his first win in the category since beginning with the company 19 years ago.
The hotel earned a total of 11 awards of the 12 given at this year’s convention in Orlando.
Wilson’s management strategy is simple: if a customer has a complaint, he and the staff try their best to correct it.
“Pretty much what we do is, we have about eight front desk staff members and we pretty much empower them … to go ahead and take care of the guest or whatever it takes to make them happy so they’ll come back and stay with us again,” he said.
The Fairfield opened five years ago on CC Camp Road, with Wilson working as the general manager since then. The hotel has between 30 and 35 employees who work to maintain and staff the 84-room, 16-suite location.
Wilson is also the regional manager of the Hampton Inn and Comfort Inn in Jonesville and the Hampton Inn in Marion, N.C.
Richard Liebeck is the manager of the Hampton Inn in Marion, Vanessa Caudill is the manager of the Comfort Inn in Jonsville, and Debra Clark is the manager of the Hampton Inn in Jonesville. Clark has been with the Hampton Inn in Jonesville since the property opened in 1994.
The four hotels are owned by . Ben Mastin, Fred Eidson, Bob Greene, Jeff Eidson and Amy Tayloe are the owners of Riverview Holdings Hotels, LLC.
The 2012 awards are displayed inside the Fairfield lobby in front of the dining area.
“Anyone can sell a night’s stay,” Wilson said, “But we want to wow the guest for a great overall experience from check-in to check-out.”
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