Member Article

A second award for hotel's rising star

A NORTH East hotel employee has secured her second major award win in less than six months.

Stephanie Taylor Birch, assistant manager at the New Northumbria Hotel, Jesmond, won the Outstanding Service Award at the North East Employee of the Year Awards 2016.

The awards celebrate high performing staff in businesses of all sectors within the region and Stephanie’s success comes hot on the heels of a win at the North East Hotel Association Excellence Awards, in February, when she scooped the Service Excellence Award.

New Northumbria Hotel is owned by Newcastle-based Malhotra Group plc, which Stephanie first joined just five years ago, as a bartender, at Osbornes bar adjacent to the hotel.

The 23-year-old, from Tynemouth, then trained as a receptionist before being promoted to senior receptionist, moving to her current role two years ago.

She clinched her latest award for the effort she makes to ensure guests have the most enjoyable stay possible at the hotel.

“The customer journey is everything to her,” said Atul Malhotra, director of the Malhotra Group plc.

“She has introduced a number of new procedures to ensure guests are happy and comfortable, such as personalised welcome letters, fresh flowers for reception and welcome treats.”

He added: “Stephanie makes every guest feel special and gets to know everyone on a personal basis which is fundamental to our return business.

“For example, when she learned a guest’s husband was in a nearby hospital for transplant surgery, she put together a pamper pack for her to use at the end of a very long day – that’s the sort of thought and kindness that makes her really stand out.

“As her career has progressed, she has shown the utmost commitment and enthusiasm in whatever role she has undertaken and we are all very proud and delighted that her hard work has been recognised externally, not once, but twice.”

Following her latest win, Stephanie said: “I am overjoyed. I absolutely love my job and it’s no trouble at all to go the extra mile. I am touched, though, to have received these awards – and I’m very proud of them.”

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