In the hotel management business, customer service is key. No one knows that better than Carol Johnson, general manager of Fargo’s Ramada Plaza & Suites. Johnson has recently been entrenched in making the customer experience an even more memorable one as the hotel has undergone a massive renovation.
In today’s Inforum.com, Reporter Marino Eccher details the steps that lead to the $2.5 million remodeling project. The hotel itself remained open the entire time. The result? The Ramada boasts fully renovated guest rooms, an updated pool and pool-side lounge, and 23,000 square-foot conference space, all of which combine to make the hotel a destination for weddings, retreats and conferences in the region.
According to Inforum.com:
“We can pull off any type of event with any type of food,” Johnson said. “Every event has to have that ‘wow’ factor.”
Norman Leslie, president of National Hospitality Services, a Fargo-based company that owns the Ramada, said staying relevant in the event market is key for the hotel because it’s one of the biggest conference hotels in the Upper Midwest between the Twin Cities and Washington state.
It has been a 15-month affair – and it isn’t over. The Ramada renovation will now turn its attention to the restaurant and lounge. According to the story:
“Once people are here, they really don’t need to go anyplace,” Johnson said. “People don’t mind getting stranded here during the blizzards.”
Now that’s customer service. How do you aim to reach out to customers and improve their overall experience? Tell us about it in the comments section below.