Service Excellence

I am frequent guest at the Protea Hotel by Marriott in Centurion and it is only fair that I bring to the attention of the Marriot Hotel group, the excellent service staff at this hotel is committed to. Nothing is ever to much to ask and they give true meaning to the words "home away from home". I can only but sing the praises of staff from the level of the General Manager to the staff in the bar, room service staff and cleaning staff. Even the security staff is highly professional and gives immaculate service. Then there is Maroesjke Nabal who exceeds all levels of service excellence. She is always friendly, highly respectful of guests and every need or request from a guest is high priority for her. She has a work ethic many people will never achieve in their entire careers. I have witnessed Maroesjke doing everything in the restaurant. Managers like her is what gives the hospitality industry a good name. I sincerely hope that the Marriot group prioritize staff appreciation as she deserves only the highest level of appreciation and praise. I would also like to touch on another matter and that is changes being implemented by the hotel group and I am not convinced that the voices of guests are heard in this process. Ideally a quality improvement process should involve input from the users of the service. The towels in the hotel are smaller than they use to be. It would be great to know what motivated this change. I practically live in that hotel and pick up all changes. I also noticed that cookies in rooms have been discontinued. I work long hours and often gets to bed after midnight. Being able to have a cup of tea late at night makes a big difference. I raise these issues because I feel that sometimes changes are put in place based on what external assessors recommend and excludes the people who actually use the service. I therefore appeal to Marriot hotels to take the input from guests into consideration when considering changes.