If you’ve ever loved something special, you know how upsetting it can be to have it lost. Over the years, our youngest guests have left behind (or lost) toys, books, balls, you name it… But not until recently has someone lost a lizard.
I received a letter from the Marco Island Marriott. We have a fantastic front desk associate there named Anca Hanu. Anca consistently gets high marks from guests and fellow associates alike. Recently, she went above and beyond for a young guest named Anthony. It seems Anthony befriended a local lizard and kept it in his guestroom in a cup for days. After returning from the beach one day, Anthony discovered that a housekeeper inadvertently threw out the cup. Well, you can imagine how the little boy’s tears flowed!
After a long search in the cool night to find a look-a-like lizard for Anthony, no lizard could be found. Not wanting to disappoint the little boy, Anca wrote a little poem signed by “Rocky” the lizard, “My mom came to find me when you were away; I yelled and I cried, ‘I just want to stay!’” Along with the poem, Anca sent Anthony a stuffed lizard and cookies & milk. Anthony agreed that Rocky’s family probably missed him and it was for the best that he returned to his family. Anca saved the day!
Wherever I go, whomever I meet, I hear these stories. I’m glad these stories don’t get lost because I love hearing about how our associates consistently and spectacularly go above and beyond to deliver great service.
I'm Bill Marriott and thanks for helping me keep Marriott on the move.