A total of 1,249 nominations were received from residents and visitors to the region over the past year, nominating front-line staff from 82 businesses for their real-life examples of excellence in customer service. Everyone who is nominated as a Star of the City will receive a gold “star” lapel pin, a symbol of customer service excellence here in Ottawa and Canada’s Capital Region.
An independent panel of judges comprised of industry leaders decided among 28 finalists to award the ultimate “Star of the City 2017” as well as winners in the following 8 categories.
OTTAWA TOURISM’S 2017 STAR OF THE CITY
Grand Prize Sponsored by the Ottawa Gatineau Hotel Association
Sulin Quant Anastas – Lord Elgin Hotel
Sulin Quant Anastas’ story – A tour guide attempted to contact one of his group members by phone in her hotel room. When this was unsuccessful, Sulin went to her room to check on her. Sulin called the tour guide back to say that the guest was not looking well and insisted that the tour guide and the guest’s spouse return to the hotel. During that time, Sulin called for an ambulance. When the paramedics arrived, Sulin translated between the guest and paramedics as the guest spoke only Spanish. Once at the hospital, the guest had emergency surgery for a perforated appendix.
GO THE EXTRA MILE
Sponsored by: Ottawa International Airport Authority
Katie Jubenville – The Metcalfe Hotel
A guest who was having an issue with one of his hearing aids, was unable to get them fixed as he was involved in day-long meetings. When the guest asked Katie if she knew about a hearing centre that was close by, Katie offered to take the hearing aid to get it checked. When the guest called her later to check in, she had taken the hearing aid in and had it fixed over her lunch hour with no charge.
GOING THE DISTANCE
Sponsored by: Casino Du Lac-Leamy
Tsvetan Stanchulov – Travelodge Ottawa East
A guest travelling back to France left his iPad, which contained booking and other personal information, at the hotel. Tsvetan, knowing the guest had to catch a flight out of Montreal the next day, personally drove the iPad to Montreal at 11pm that same night. When the guest offered to compensate him for his trip, Tsvetan refused and replied that it was his pleasure to help.
ABOVE & BEYOND
Sponsored by: CF Rideau Centre
Rizalito Quetua – Westin Ottawa
A guest attending a business dinner in Ottawa realized he needed a set of professional clothes because an airline had lost his luggage somewhere in Chicago. The guest mentioned this to Lito as he was delivering room service. Rather than just giving the guest directions to the nearest men’s store, Lito offered to loan his own son’s suit which was at the hotel as it had just come back from the cleaners. The guest accepted and was the most fashionable attendee with the best story at his dinner event.
HOST(ESS) WITH THE MOST(EST)
Sponsored by: IHG, the Intercontinental Hotel Group
Nathan Lodewyk – Office of Maryann Mihychuk, MP
A group of Winnipeg high school students was touring Parliament Hill but was unfortunately only able to tour the library. Upon mentioning their disappointment to Nathan, he took action to remedy the situation. He went out of his way to arrange a viewing of the Peace Tower, as well as to take them on a tour of Parliament himself, showing them the Senate, the House of Commons, and many other areas – the thorough, interesting, informational tour that they had originally hoped for. What most impressed the group was that he did this on a Saturday morning, his day off.
STARS WITH HEART
Sponsored by: Chamberfest
Sulin Quant Anastas – Lord Elgin Hotel: See Sulin’s story above
WHAT’S LOST IS FOUND
Sponsored by: Algonquin College’s School of Hospitality and Tourism
Rhemat Shinwari – Blueline
A business traveller left his brand-new Samsung Galaxy 7 phone in the taxi that he took to the airport. Unfortunately, the driver had already departed with another customer. The visitor explained the situation to Rhemat who contacted the dispatcher to radio the other driver. Rather than pick up a new passenger, Rhemat waited with the visitor until the dispatcher called back and the other driver returned. He would not accept compensation for his time.
Sponsored by: Hendrix Restaurant Equipment and Supplies
Tammy Ng – Grill 41 at the Lord Elgin
One guest had this to say: “It’s nice to meet someone who can make everyone comfortable, keep smiling, and do a great job.”
Sponsored by: Ottawa Hotels of the Westmont Hospitality Group
Lord Elgin Hotel and Grill 41
A guest from the Lord Elgin and Grill 41 wrote the following about their experience: “What makes the Lord Elgin outstanding is the staff, start to finish. They help you with anything you need and always with a smile. The Lord Elgin will be our hotel of choice going forward.”