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Kevin Kramer helped a guest who was lost and stressed after arriving at the J.W. Marriott Los Angeles LA LIVE hotel late at night for a family funeral. Even though the hotel was booked, Mr. Kramer took the time to check availability at other hotels in the area and program the guest's cell phone with GPS directions when he saw how distressed the guest was. The guest was very grateful for Mr. Kramer's assistance and compassion during a difficult time, and praised the hotel for having such caring employees.
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- 1. taking the time to help someone in need Posted by DEREK TUELLER | JW Marriott Los Angeles L.A. Live | 0 Likes T A G S Service Note #10 | Be Present | Authentic Dear Mgmt, After a flight from Oklahoma to Los Angeles for my dear sister’s funeral on Saturday February 13th, 2016, I was trying to drive to Arcadia, California from LAX and could not read the map in the dark. I stopped at two other hotels and they were all booked up; stopped at the J.W. Marriott Los Angeles LA LIVE around 10:30pm and was very stressed from being lost. I tried to book a room and again told by a gentleman, Kevin Kramer, Guest Service Representative, that they were all booked up. He took the time to check around at other hotels in the area and told me everything was booked for over 60 miles away. After seeing me in such a stressed mode he helped me an awful lot by taking the time to program my cell phone on the GPS so I could be directed to my Brother-in-Laws home in Arcadia. If all of your employees show such care to anyone as he did to me, you will have an extraordinary team. Kudos again to Kevin Kramer! Sincerely, Now Loyal Marriott Guest