KEY Magazine Fort Worth

GUEST SERVICES

Engineering Good Guest Relations
by Don Patterson

Jim Smith didn't initially plan on a career in guest relations. Yet today he serves as General Manager of the Residence Inn by Marriott, Fort Worth Cultural District, and recalls what first attracted him to hotel service. "I was actually going to school to become a mechanical engineer until I started with Marriott and decided to change direction," Jim said. "I started my career as a bell man in a full service hotel in Tulsa, Oklahoma where I grew up. I enjoyed meeting people, seeing new faces every day, and learning how to best serve our guests. So I guess I switched my career from mechanical engineering to people engineering."

Jim learned the business from the ground up. "I've done a little bit of everything," he said. "I've been a shuttle driver, security guard, front desk agent, rooms controller, front desk supervisor, restaurant server, catering server, assistant manager, and now a general manager. I have done a little bit of everything."

The Inn Jim manages is the anchor of the retail portion of Fort Worth's South Seven Community, a redevelopment project expanding the city's cultural district. "I think...involvement in the culture of the hotel is the best thing I do for our guests," he explained. "Being with the guests at certain times of the day, soliciting their feedback, and welcoming them from a General Manger perspective is my primary role."

Jim uses Key Magazine as a helpful tool in assisting guests. "It is a handy resource guests can use to learn about area attractions. Instead of asking questions at the front desk, our visitors can get a concise view of the many dining, entertainment, and shopping venues the city has to offer."

Jim is proud of the world-class service he and his staff are able to offer guests." I have been extremely fortunate to work with some great people that share my vision and passion for providing unique products and services that are far beyond what the typical traveler is used to. Achieving success is not a one-person job. It's that impassioned staff assistance and the willingness of everybody to work together that makes it happen."

Return to Table of Contents

This website designed, hosted and maintained for KEY Magazine Fort Worth by

...when it's time to establish an Internet presence.