“Customer Service” is a phase that is thrown around with great ease these days. But when I stay at the FFI in Germantown this is the by word from when you walk in and Paul and Nick greet you. To the room service where I know when I go about my day when I get back the room is cleaned up. The staff has a sense of when I walk in whether or not I want to talk or just say hi and let me go about my business. I will continue to frequent this property.
There is a lot Marriott, in general, could learn from this operation.
But while I’m here, one thing I will say about the FFI/Marriott brand in general. Please look at breakfast – I spend a lot of time in your properties in general. Try the food – now eat it 80-90 times in a year over multiple years? Then look at the, as an example the sausage, its grey, the eggs are worst then the powered eggs I eat as a GI. The pastries after the 3 or 4th year of eating the same ones really get old. Please, please do something with the menu or perhaps give people like myself who stay at your properties a lot some different options.