KEY Magazine Fort Worth

GUEST SERVICES

Up Front Guest Relations
by Don Patterson

Kerin Ferguson knows where excellent guest relations begin and end. Serving as Ashton Hotel's front desk supervisor has taught her the best way to make guests feel right at home. "All of us at the front desk share concierge duties but must fill in when needed for other tasks," Kerin reports. This morning, for instance, our café was unusually busy, so I stepped in to deliver morning wake up calls, coffee, and a newspaper to several of our guests. All of our front desk people must likewise be ready to wear different hats, helping out in various ways so guests will feel comfortable and well served."

Kerin describes the Ashton in glowing terms. "The Ashton is Fort Worth's only small luxury boutique hotel, serving many celebrities and corporate clients who are frequent repeat visitors. Luxurious accommodations, fine dining, and an afternoon tea, creates a unique experience only found at the Ashton Hotel."

"Key Magazine is a helpful tool in serving our guests," Kerin reports. "It highlights all the points of interest in Fort Worth and Arlington, and is especially helpful for training new employees."

When asked what makes a good concierge, Kerin is quick to respond. "Remembering names is most important. As a concierge you must not forget to whom you are talking. When training new desk personnel we routinely ask them to study our guest list and remember the little details about patrons and their needs. Friendly interaction with people is also a must," Kerin explains. "We strive to exceed guest's expectations so that Ashton visitors feel like they are entering a warm and familiar place."

As the Ashton Hotel's Front Desk Supervisor, Kerin Ferguson strives to keep excellent guest services "up front" and readily available to meet every patron's needs.

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