Cutthroats is a good sports bar with more TV sets than tables (or it almost seems that way!) is a great place to go when you are following a sporting event.
But the best thing about this sports bar was a particular employee - Diane Hemmert from Eureka, CA. She is singularly outstanding, and probably the best service person I have met in many, many years.
I'm sure you've had service people who have been polite and who provide good service, but don't seem like they're exhibiting their real personality. They seem artificial and somewhat disconnected from their jobs and from the people they're serving. Not Diane!
From the moment she first greeted me, she gave me the impression that her goal was to make my visit there as enjoyable as possible. There was nothing artificial about her - she truly wanted to provide me the best experience possible.
There were a lot of people in the bar that night, but she still took the time to talk with me and ask me what I wanted, and then give me samples of various wines to help me make my choice. When i talked to her, she listened and resonded, never making me feel, as so often happens, that she really had something more important to do.
She was a whirlwind of activity. She never slowed down, constantly looking to make sure each guest had what they needed. She discussed options with everyone - you could see that she truly cared for each person's satisfaction. She was personable, friendly and genuine.
If I were the Hyatt, I'd pull her out of the bar and make her a traveling trainer, teaching service employees what separates good service from truly outstanding guest experience. Diane made me feel like my visit was important to her personally, not just as an employee doing her job.
If you get to the Hyatt in Tahoe, drop into Cutthroats and see if Diane is working that night. If so, you'll understand what I mean. She's the standard by which everyone else should be measured.
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