KEY Magazine Fort Worth

GUEST SERVICES

Extra Special Guest Relations
by Don Patterson

Serving guests in a major resort & convention center is no easy task, but greeting them by the busload is another challenge. Cyndi Golden, director of tour & travel at the Gaylord Texan Resort on Lake Grapevine, however, welcomes that challenge. “The Gaylord Texan is the only facility of it’s kind in the state,” Cyndi says. “We have 4.5 acres under glass and over 1,511 Texas themed rooms. Although we work in a fabulous facility, it would be nothing without the genuine kindness and caring I see our employees (we call them STARS), giving each and every customer. We meet every bus and give guests a personal tour of the resort. This gives our staff an opportunity to answer any questions they might have.”

Cyndi is no stranger to making people happy. She learned by helping in family businesses. “I worked at our answering service and book store. I began when I was 14 years old, helping customers over the phone and in person. Later, I gained additional experience in the newspaper business, and then as Director of Sales and Marketing-Embassy Suites Outdoor World and at Double Tree Guest Suites.”

Going the extra mile is Cyndi’s primary approach, but she recognizes other elements vital to her success. “The team I work with is outstanding and we have a wonderful destination to promote. In addition, we have a Mayor and Convention & Visitor’s Bureau that truly understands tourism.”Cyndi also uses Key Magazine as an effective guest relations tool. “The magazine is great to give to guests who are looking for directions, and the events calendar and local attractions information benefit families who are looking for outside fun things to do.”

As tour director, Cyndi keeps her guests informed about upcoming events. “Our Lone Star Christmas Event that begins November 17, and continues through the end of the year, is fabulous. We have dinner variety shows, a Christmas “Slay Ride” Murder Mystery, and a new attraction called “ICE!” There’s always something wonderful going on here at the Gaylord Texan,” she says.Cyndi Golden is more than a tour director. She’s also one of her facility’s best advertisers.

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