I am proud of how our teams responded to these extreme circumstances by going above and beyond for our guests
Bethesda, MD (PRWEB) March 04, 2014
Hotels across the B. F. Saul Company Hospitality Group have housed over 3,000 distressed guests throughout the Washington, DC area during the last few weeks of extreme winter weather. Due to cancelled flights and power and heat outages, the portfolio of full and select-service hotels has housed displaced airline passengers, airline pilots and flight attendants, local families and even power company crews brought into the DC area to assist with the weather challenges.
This winter in the mid-Atlantic has been particularly brutal, so these DC area hotels have had to accommodate more than their fair share of stranded guests, inspiring many hotels to get very creative to make the most out of situation.
“In the hotel industry, the term used for guests we receive due to airport closures and flight cancellations is 'distressed passengers’. This year we have really learned what that means,” stated Vice President of Operations for B. F. Saul Company Hospitality Group, Shaun Smithson. “I am proud of how our teams responded to these extreme circumstances by going above and beyond for our guests.”
“Having guests at our hotel comes with a responsibility to take care of them, make them comfortable, and see that their needs are met,” stated Trish Drews, General Manager of the Crowne Plaza, Tysons Corner. “Distressed passengers have greater needs because they were not prepared for the situation which allows our staff to be creative in meeting their comfort creature needs.” During one of the recent snow storms, this Tysons Corner hotel had over 130 students that couldn’t get back to their homes in Miami due to cancelled flights and the group had to stay at the hotel for an extra two nights with no way to get out and enjoy the great sights and attractions of Tysons Corner.
During those few days, the hotel staff was marshalling their vendor and partner resources to restock their Corner Market sundry shop and restaurants with snacks and necessities to keep spirits high and guests well fed. The hotel even extended its breakfast hours until noon to ensure that guests could sleep in a little later, but still have time to catch breakfast. In addition, the hotel transformed their 5,000 square foot Tysons Corner meeting space and ballroom into a huge interactive entertainment zone where the students could hang out, play games, and even watch Netflix on the hotel’s LCD projector.
Other examples of the B.F. Saul Hospitality Group’s focus on the details of the stranded guests included the basics such as ensuring guest’s had clean clothes to wear the Best Western Dulles Airport; or when the team at the Holiday Inn Dulles Airport hotel delivered tropical drinks to a couple stranded on their way to Hawaii for a-once-in-a-lifetime vacation. A far cry from Hawaii, but the couple was extremely appreciative, even leaving a note that read, “If we can’t be in Hawaii, at least we are someplace that makes us feel at home!”
About B. F. Saul Company Hospitality Group
Based in Bethesda, MD, B. F. Saul Company Hospitality Group owns and operates a portfolio of full service, select service, and extended stay hotels located in MD, VA, MI and FL. The Hospitality Group serves both business and leisure guests seeking first class DC hotel accommodations, Washington, D.C. area meeting facilities, and banquet venues. The company also operates two IACC Certified Northern Virginia Executive Conference & Training Centers. To learn more about the B. F. Saul Company Hospitality Group go to http://www.bfsaulhotels.com.