Lord Elgin Hotel – Articles
Lord Elgin worker honoured for top service
From The Ottawa Citizen, October 27, 2011.
By Claire Brownell.
A Lord Elgin Hotel employee who braved crowds, dark and cold to find a lost student's friends on the Rideau Canal has earned this year's Star of the City award.
The gala at Algonquin College Wednesday night marked Ottawa Tourism's 16th year of presenting the award to a person in the industry with an exceptional customer service story. A panel of judges chose Paul Norris out of 22 finalists.
Ottawa Tourism spokeswoman Caroline CoutoureGillgrass said the awards recognize service employees who go the extra mile.
“We've heard from visitors and local folks that we do have quite friendly staff (in Ottawa). This program just supports that and encourages great service,” she said. “When someone takes time out of their workday, or personal time, or if they really go above and beyond in so many different ways, it's really sometimes touching to see.”
In Norris's case, he received a call from a restaurant in February, saying a student who was staying at the Lord Elgin had been separated from his tour group after they left to go skating on the canal without him.
Norris went to the canal and sorted through the crowds to find the group and reunite the student.
Norris received a $250 Rideau Centre gift card and a trip for two to a sun destination for his efforts.
Another Lord Elgin employee, Christopher Ward, received an honourable mention for helping a tour group from Australia whose canoe had overturned, soaking their clothes, passports and electronics.
He arranged for their clothes to be dried, contacted the embassy about their damaged passports, arranged for pictures on memory cards from their damaged cameras to be copied onto a DVD and gave them a walking tour of Ottawa on his own time.