gabo02

I'm saddened. Just called to speak to my platinum concierge and the call center is now closed. No notice or anything. No wonder why they opened in Wichita. Wish my concierge the best.

YoungSinema

.....

landeej

Good evening, YoungSinema.

I'm very sorry to hear of this happening to you and your colleagues. Both my present (well, until yesterday I guess) and former Concierges were Lancaster-based, and I was happy to consider both ladies friends and partners in my travels. All the best to you and your colleagues in the future.


Starwood Lurkers:

Can we get a bit of an update here on what our expectations should be for those of us with Platinum Concierges who were affected by this business decision? I wasn't made aware of any changes, and I'm quite certain that Starwood knows which Platinum guests have Concierges "attached" to their profiles who were laid off and how to get in touch with us.

If the belief exists at Starwood that the relationships established between Platinum customers and their Concierges are disposable, then why even maintain the fiction that we're supposed to have an elevated / dedicated level of customer service worthy of the all the connotations which come with the word "concierge". Having someone I trusted one email or phone call away was one of the main reasons I favoured SPG over IHG in my bookings year over year. That sort of thing sounds like a nice to have until you find yourself in a bind (ex: me in Bangkok last month) and could really use someone who gives a damn working all the angles to make sure you're not caught in the tear gas in the wrong part of the city.

clublounger

(bolding mine)

Ummmmm, I think your expectations of the concierge program are too high.

I wouldn't even expect an AMBASSADOR to get between me and tear gas.

Sheesh.

landeej

Actually, I wasn't talking expectations. I was relating what my Platinum Concierge (who was laid off on Tuesday) actually did for me - working with multiple hotels in Bangkok to change my reservations based on guidance from a risk management partner which I relayed to her. I didn't need to explain myself to a new rep with each update or personally fight with hotels which did not want to cancel my reservations due to elevated risk in their neighbourhoods.

Maybe my expectations are set high, but it's been because my two Lancaster-based PCs have moved heaven and earth for me and members of my travel team around the world, some of whom changed their travel patterns and achieved Platinum status just because of this level of engagement.

I'd rather not lower my expectations to be where you are, but if the program continues along this path, I expect I'll have to.

clublounger

interesting addition to the story.

At least we now know that the PC wasn't expected to be up-to-date on the latest tear gas episodes.

Starwood Lurker

The work historically done at our Lancaster location will be seamlessly transitioned, ensuring exceptional service to all of our guests. Should you have immediate concerns please do not hesitate to contact us through your regular method and a Platinum concierge will be ready to assist.

And, of course, any of the Starwood Lurkers are here to assist as well.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

sfozrhfco

Wish the same could be said for all the people losing their jobs.

lilpisher

I'll add my expression of gratitude for all the great folks from Lancaster. While she hasn't been a PC in awhile, Cameo was one of my first introductions to the SPG PC service and she was absolutely phenomenal.

boston aa flyer

Sad news... my ambassador relationship has been a key component to my SPG happiness over the past 5 or so years... hopefully this will work out somehow for a great team of ambassadors

sbtinme

I remember many years back when folks in Fall River (MA) Starwood call center were all convinced that their days were numbered. Historically, it had been a small center and one that was often used for special initiatives and projects. I would really have imagined that this call center would've been on the chopping block before the Lancaster center.

Like many of you, I enjoyed a number of truly quality relationships with many of the tenured SPG folks in Lancaster over the years. I wish them all well. Tough that the office was closed with essentially no notice -- I think that's every workers worst nightmare.

MSPeconomist

I'm shocked that it was closed so suddenly, with no warning period for employees to have time to find new jobs. This almost makes me wonder whether there had been labor unrest or other problems at this locatio.

holtju2

Bit of puke came to my mouth when I read that part.

sbtinme

Not sure that there were any issues at Lancaster, but I can tell you that just a few months earlier, a brand new call center was opened in Wichita, KS, fully staffed with new employees in a previously underutilized old, derelict shopping mall. The state and the city granted exceptional tax credits and deferrals to Starwood to open this new location. One would guess that this center could operate for substantially less than the former Lancaster center.

sfozrhfco

Is this day and age the Lancaster people could have worked from home which would have been far cheaper than paying for a call center. Not to mention the fact that it is difficult to provide good customer service and travel information without experience. How many people willing to work for presumably low wages in Wichita have the money to experience many global or even domestic Starwood properties?

Guess for my next trip to Overland Park, KS, I will now be able to get the low down on the Four Points there.