This post was amazing! Thank you so much, Jaime Miranda!
Senior Vice President of Hotel Operations | Wharton MBA | Cornell General Manager Program
Most people know when I’m not on property I’m at a baseball/softball field. Many people also know 2025 will be our 4th year at Cooperstown All Star Village . Most may not realize this is the week where my worlds collide… CASV is a baseball resort (many will tell you it’s the Disneyland of baseball). Every year I’m impressed with the attention to detail, genuine & anticipatory service, empowerment, process improvement and perpetual focus on people. At all levels of their organization they have made it clear to me that they drive a guest-first-service-focused culture. Well today they upped their game. I came home to find a box from CASV waiting. I have not even registered our 2025 team yet (I will!). This was completely unexpected. As we continue to focus on moments of unexpected joy for our guests at our property, this was a HUGE moment of unexpected joy for me & my family. THIS is why I do what I do. Not all moments of unexpected joy need to be grand (this was!) but telling a guest “I see you, I appreciate you, you matter” means the world to them. As Maya Angelou said “people will forget what you said, people will forget what you did, but people will never forget how you made them feel”. THAT is the essence of being a hotelier… and CASV gets it. Well done CASV!