KEY Magazine Fort Worth

GUEST SERVICES

Hospitality – Stockyards Style
by Don Patterson

Fort Worth’s Historical Stockyards District bears a pact with the past that captivates visitors. Restaurants, shops, and entertainment venues have all retained the flavor of the old west. From the red-bricked pavement of Exchange Avenue to the rustic exterior of Stockyards Station, the area exudes a frontier flavor. The sparkling adobe façade of the newly opened AmeriSuites hotel is a welcome addition.

Michelle Grissman, the hotel’s amiable and efficient General Manager, takes that western welcome one step further. “This hotel is very different from any other Marriott property because we have a real western feel, with truly western décor. We are theme oriented because of our location here in the Stockyards,” Michelle says. “We’re a very touristy hotel and hopefully a tourist Mecca.”

“Friendly guest relations are key to the hotel’s success,” Michelle asserts. Many years of experience have brought her to that conclusion. She began her Marriott career in California. “When I started with Marriott, Guest Relations was my first real job. It really came easy to me because I’m somewhat introverted and have learned how to listen well. I trained in all departments from sales through management and I’ve learned overall that the customer always comes first.”

Michelle appreciates the help she gains from Key Magazine. “It’s definitely very helpful, especially with all the information it offers on the Stockyards. To ensure successful guest relations, you have to be very knowledgeable of your surroundings and most of all, know how to take care of your guests. You need to anticipate their needs and be ready to serve them,” Michelle explains.

Managing the new Stockyards AmeriSuites has become an adventure for Michelle. “I love the fun and excitement of coming to work down the brick road every morning – seeing the daily herding of Longhorn Cattle, the cowboys on horseback, and the many other traditional western touches that are a part of the Stockyards. It makes me want to share that fun and excitement with all the guests that come to visit us.”

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