Miami is a place all its own, and I’ve learned to adjust my expectations when I’m there. For example, the closer you to get to the beach, the smaller the amount of clothing you see on people shopping, eating or simply walking the streets. A bit shocking at first, but you get used to it.
Given Miami’s beachy vibe and laid-back, open culture, it’s rare that I’m dazzled by extraordinary customer service, which is why my time at InterContinental Miami is worth noting in this blog.
When I arrived by car, the valet was waiting for me and knew me by name. His name was William, and he even gave me his personal card the next day. I had two gentlemen help me with my bags, wheeling my goods into the lobby for check-in. My room was ready, and I was upgraded to a King Classic Ocean View on the 18th floor. Mind you, all four of these hospitality workers were boisterous, smiling, relaxed, open and happy. Not a stuffy one in the bunch!
The bellman (my fifth delightful employee encounter) walked towards the elevators with me and brought my luggage up to my room. As he set up my bags and began showing several features of the room, I couldn’t help but notice a Royal Caribbean cruise ship leaving the dock at the exact moment I walked in the door. Watching a ship leave port from the 18th floor was quite an experience; I stood silently, staring out the window and, admittedly, became aware of my jaw gaping in disbelief. Special chocolates and mineral water were also on hand with a handwritten note.
I felt like royalty. Sensing my astonishment, the bellman casually smiled and said, “We aim to please,” before exiting the room.
During my next few days at the hotel, I continued to run into these same employees, and I never saw them in an unhappy moment. I even sat in the lobby and watched from afar while doing some work on my laptop, but the laughter and lightheartedness continued to shine whether I was in the picture or not.
It’s been nearly 2.5 years of staying in lovely hotels while writing reviews with this job. And never, ever have I seen the kind of joviality and enthusiasm I saw at InterContinental Miami.
My compliments to the hiring director, the managers and the employees themselves at InterContinental Miami. It appears the entire team loves what they do, and the global expectation is to radiate hospitality to all who arrive.
— Carrie Cox, account executive
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