Elevating Hospitality: A Story of Service Creativity and Recovery at the Georgia Center

Kensie Poor

Photographer Abigail Benefield

In the dynamic realm of hospitality, stellar reviews are invaluable. At the Georgia Center, we understand that exceptional customer service is not just about meeting expectations but surpassing them at every turn.

Recently, we had the privilege of hosting a mother and her two children during a swim meet in the area. When a room type discrepancy arose upon their arrival, our Front Desk team, led by Matthew Harrington and Genie Merritt, exemplified our commitment to going above and beyond. Rather than sticking to policy, they swiftly upgraded the guests to ensure their comfort and satisfaction, setting the tone for a memorable stay.

Matthew Harrington, the front desk supervisor, remembers this interaction vividly, saying, “Though this interaction was not technically a service recovery, as there was no error on our end, we treated it as such and were able to secure a loyal patron, but also to brighten a dour evening for the guests. Making the guest experience as smooth and enjoyable as possible through friendly interactions, timely and creative problem-solving, and taking initiative. The team working together gave me the confidence to assist the guest in front of us.”

Throughout their visit, our team demonstrated a dedication to personalized service. When the meet didn’t go as planned, our Concierge stepped in to arrange a special surprise for the children, ensuring their spirits remained high. Every detail was carefully curated to exceed expectations, from delicious room service to thoughtful gestures like sending treats with the son for his next swim meet.

“This review serves as a testament to our service and recovery standards,” remarked Bill Bradberry, our Hotel Director. “Whether it’s rectifying our mistakes or enhancing a guest’s experience beyond their wildest expectations, we are committed to delivering excellence every step of the way.”

At the Georgia Center, service isn’t just a duty—it’s a passion. From the moment guests arrive until the time they bid us farewell, we’re dedicated to crafting unforgettable experiences that keep them coming back time and time again.