tag:blogger.com,1999:blog-4072910706871041614.post1190708805583988748..comments2021-01-25T08:00:56.630-08:00Comments on Rinks to Links: Not "Singing" the Sycuan Resort Praises...Glen Ericksonhttp://www.blogger.com/profile/17541850086195541761noreply@blogger.comBlogger3125tag:blogger.com,1999:blog-4072910706871041614.post-11397627743711961592009-11-22T13:54:47.890-08:002009-11-22T13:54:47.890-08:00I look forward to speaking with you Glen. And am a...I look forward to speaking with you Glen. And am also happy to report that we had the GolfNow overseeding icon up and running by the end of the day.<br /><br />Enjoy the rest of the weekend<br />HollyHBKhttps://www.blogger.com/profile/15577022135698471712noreply@blogger.comtag:blogger.com,1999:blog-4072910706871041614.post-3751070329994561442009-11-21T15:37:33.091-08:002009-11-21T15:37:33.091-08:00Holly...Thanks for your response. Will contact you...Holly...Thanks for your response. Will contact you next week to discuss. Glen E.Glen Ericksonhttps://www.blogger.com/profile/17541850086195541761noreply@blogger.comtag:blogger.com,1999:blog-4072910706871041614.post-35338859316134489132009-11-19T15:26:56.625-08:002009-11-19T15:26:56.625-08:00Mr. Erickson - My name is Holly Kennedy, and I am ...Mr. Erickson - My name is Holly Kennedy, and I am a PGA Member as well as the Tournament Manager for Sycuan Resort. Needless to say reading your blog made me cringe, but I am actually writing to thank you for taking the time to detail your experience here yesterday, and consequently bringing a couple of very important issues to our attention. I am in my 16th year here at the resort and I could not agree with you more that Sycuan Resort is truly a beautiful gem of a property, and one that I have been and remain extremely proud to represent. Our mission for golf operations, and for that matter the hotel, food and beverage, and catering departments, is to provide “Service Beyond Expectation”; I am very chagrined that we did not meet this standard for you and your group yesterday. <br />This is our first year partnering with GolfNow.com and as such, our first time going through the overseeding/Fall maintenance program while partnering with an online booking agency. As naïve as it may sound, I was not aware that they offer an “overseeding alert” icon on the page and that we actually had the ability to inform our guests in advance of course maintenance. The first thing on my “to do” list today was to notify our IT dept., and as I write I am waiting for a return call from our rep at GolfNow.com to get back to me and activate the alert. Thank you for sending me in the right direction.<br />In response to your experience with our professional staff I am pleased that he was “friendly and did his job”, but that is a far cry from our mantra of Service Beyond Expectation. After being in the business since 1992 and proudly being a member of the PGA of America since 2000, I am fully aware of the importance and power of providing a guest with an exceptional customer service experience – something you unfortunately did not have a chance to experience with us yesterday. It goes without saying that this staff member will be put on full alert regarding his interaction with you, and I will be using this situation to remind, retrain and reinforce the expections we have of our staff in regards to providing exceptional customer service.<br />Mr. Erickson I understand that you are from out of town and that we may have lost the opportunity to have you back to Sycuan Resort again, but I do hope that you will give us another try on a future visit to San Diego, and give us the chance to provide you with the positive customer experience that I know we are capable of providing. It would be my great pleasure to have you and your group back to Sycuan as my guests – I do hope you will take me up on the offer.<br />Respectfully, <br />Holly Kennedy, PGA<br />Sycuan ResortHBKhttps://www.blogger.com/profile/15577022135698471712noreply@blogger.com