April was an exciting month as we recently awarded two Vancouver Aquarium employees with back to back wins (January and February) for a Vancouver Tourism Award. Read their amazing nomination stories here. How often are two monthly winners consecutively from the same organization you might wonder? Rarely! Since the Vancouver Tourism Awards began in 1989, this is incredibly only the fourth occurrence.

Vancouver Aquarium winners Mike VanderHeide and Alexis Scigliano with Councillor Elizabeth Ball

The exciting history began in 1990 when two employees of the Sylvia Hotel were awarded wins in both January and February. They were thrilled, and remarkably the winner from February, Janet Hobbs, was nominated by a guest who had also remembered her kindness from staying at the hotel years prior.

In 2001, two employees from the Delta Vancouver Suites Hotel deservingly became winners for March and April. Cheryl Atchison was recognized in March when she allowed a guest’s family to email baby photos to her personal email for the guest to see. We loved the nomination quote that was written a month later for the February winner, Moses Umba, “His smile lights up the space around him like a million watt light bulb!”

Delta Vancouver Suites Hotel winners Cheryl Atchison and Moses Umba

More recently in 2010, two employees of the Delta Vancouver Airport were recognized for January and February. Marcos Ylagan helped a guest by generously lending the use of his personal mountain bike. In January Jenny Reis was nominated for lending something too… a business suit! It was thoughtfully lent to someone who had arrived in Vancouver with the unfortunate news of lost luggage.  Marcos and Jenny surely saved the day.

Delta Vancouver Airport winner Marco Ylagen

Delta Vancouver Airport winner Jenny Reis

It’s clear to see why the employees from these organizations could not go unnoticed by our committee, two months in a row. This type of success, as the Vancouver Aquarium recently experienced, is now part of our rare history. We’re convinced it will happen again one day, but until then we’re happy awarding deserving employees from various organizations around Vancouver each month. We believe these back to back wins definitely deserve to be celebrated… twice as much!

Do you know someone who has gone above and beyond at their workplace? Nominate them here: http://www.vancouvertourismawards.com/vote/

February 2013 Winner Alexis Scigliano with Councillor Elizabeth Ball

Our car broke down in a parking lot near the Aquarium.  I went to the Aquarium reception desk for assistance.  Alexis was very kind and offered her assistance.  She provided a telephone for me to call my insurance company in the US to arrange for a tow truck.  My insurance company suggested my car be towed to North Vancouver for repair by the car dealership.  This would not be convenient for me.  Alexis took the time to research additional car repair options.  She located a well respected car mechanic one block from the hotel I was staying at in Vancouver.  Alexis also provided us with passes to visit the Aquarium while we waited for the tow truck.  She was very professional and personable.  She provided service beyond what I would have expected.  Alexis provided wonderful customer service.

–Cheryl from East Puyallup, Washington

January 2013 Winner Mike VanderHeide of the Vancouver Aquarium with Councillor Elizabeth Ball

My grandsons were visiting Vancouver from the Yukon and were looking forward to going to the Vancouver Aquarium.  Sadly one was sick, so my other grandson and I came and spent an enjoyable 2 hours.

When we were leaving at closing time I realized I no longer had the bag containing the 2 stuffed sharks I had purchased for my grandsons.  My grandson was very upset as he had chosen a Great White for himself (his favorite) and a Tiger Shark for his brother, which is his favorite.  I asked the attendant at the information desk about the Lost and Found and it was at that time that Mike came by and offered to help.  He sent us to the Gift Shop while he made inquiries, then joined us there and inquired on our behalf if the bag had been turned in.  On finding that it hadn’t Mike stated “Well, we can’t let him go home like that,” picked out the same sharks and purchased them for my grandsons!  My grandson was so happy and so was I.  And my sick grandson was very happy to recieve a soft stuffed shark to help him sleep better.  They carried them on the plane the next morning when they went back home.

I think Mike deserves recognition for going “above and beyond” in order to make our visit the very best it could be.  Not only did we have a great visit, we have a terrific “feel good” story to tell about the super guy who works at the Aquarium, whose attitude and kindness really demonstrates the spirit of Vancouver hospitality. Thank you again Mike, you made our day.

–Lorraine from Lake Country, BC

Happy Holidays from the Vancouver Tourism Awards

December 2012 Winner Jose Garcia from the Vancouver Convention Centre

Jose is amazing. Typically, when one goes to a restaurant or any venue, one expects a certain level of service. One expects to be treated with respect, have questions answered, and have issue resolved. Jose not only exceede any and all expectations I had but has now set the bar so high, I doubt any person will ever come close to providing me with such an amazing level of service.

I arrived at the Convention Centre to setup for a gala event. He greated me in the parking garage and assisted me with the dozens of A/V itesm that require transportation to the ballroom. Throughout the afternoon, Jose continued to check up on me and offered to help setup wherever he could – whether it was the projector screen, table settings, tape, cords, accessories, ect. Little did I realize this was the tip of the iceberg.

When I returned in the evening for the event, I found out that Jose had re-taped all our wiring to make it look much more aesthetically pleasing. When I remarked that I had left some flowers in my car, he saw that I was busy running around and offered to go retrieve them from my car. When our DJ broke a button on his blazer, Jose not only found a sewing kit, but sewed the button back on! When our photographer required an extension cord, Jose was right there to help him out. I cannot say enough about Jose’s demeanor and positive attitude.

I have traveled the world and have NEVER had such an amazing level of service, no matter which 5-star restaurant I dined in or high-end hotel I stayed at. I am now hosting my wedding at the Convention Centre next year and can only hope that Jose is around! He is absolutely, truly amazing and he deserves much more credit than my simple recognition.

–Shafiq, Vancouver, BC

November 2012 Winner Timothy Chaput

I’m not sure of this drivers name but he was driving the #10 Granville bus this morning when I went to work. He greeted me on this dark, rainy morning with a big smile and a cheery “Good Morning!” Then, an elderly Asian lady got on the bus and was greeted with a friendly “Nihao!” She was so impressed and happy and I thought, what a great guy. Then on my normal, quiet, boring ride to work I was again impressed when instead of the normal computer announcement for each upcoming stop, I heard the driver announce not only each stop, but the hotels and points of interest in the area as well as primary bus transfer locations!  WOW!!!  This kind of service is beyond what I have come to expect in the morning and I believe this gentleman needs to be recognized. This is a true ambassador of our city and reminded all of us on the bus this morning to make that little extra effort in our day. I hope you are able to determine his name!

– Sheri-Lynn from Vancouver

October 2012 winner Dan Lantin from Park'N Fly Vancouver with Deputy Mayor Heather Deal

When we arrived in Vancouver it was quite late and dark out.  We tried to find our way driving from YVR to the Delta Vancouver airport hotel but found it very difficult as road signs were not very clear.  As we past the Park’N Fly we noticed a couple of employees and decided to stop and ask directions. 

Still not very clear on where we were to go, Dan took us over personally to the hotel and even offered to help us with our bags.  What great service we received!  Thanks Dan!

-Maureen Sereda, Ontario

September 2012 winner Petra Bitterburg from Rocky Mountaineer with Deputy Mayor Heather Deal

Petra Bitterberg is quite an exceptional person.  I met her through the RM website and we worked together by telephone and e-mail to set up my “adventure.”  I am 85 and had never travelled before by myself, without my husband that is.

She is extremely knowledgable, very thoughtful and showed concerns about my comfort and well being.

When she realized that my flight came into Vancouver at noon and I couldn’t get into my room at the Fairmont until after three she offered to pick me up at the Airport and give me a tour of your gorgeous Vancouver, complete with a ride in the Gondola Car up Grouse Mountain.

She made me feel very special.  We had some wonderful conversations and I was to get in touch with her right away if I needed help of any kind.  She has become a friend and I look forward to another trip to Vancouver before too long.

She made my trip very special, started things on the right foot and the whole Adventure was spectacular.  I think the Rocky Mountaineer is a fabulous organization, seeing to it that things go smoothly.  All of the RM people I met were so enthusiastic about what they were doing and very concerned about not just doing things right  . . . but doing them well.

- Caryl C., Hanover, NH

August 2012 Winner Mike Underwood with Deputy Mayor Raymond Louie

I would like to nominated a young man who came to our rescue while we were visiting your beautiful city.  I accidentally placed my hand in the wrong place at the wrong time and it was struck by a passing car’s rearview mirror.  Fortunately it happened only feet from the Fairmont hotel.  Badly injured we ran into the hotel for an ambulance.  Concierge called the head of Security & first aid attendant Mike Underwood to come to our rescue.  Mike stopped the bleeding, bandaged my hand and paid for a cab to St. Paul’s hospital out of his own pocket. 

I’ll spare you the gruesome details but the accident cost me my index finger, but I still have the hand and I likely wouldn’t if it hadn’t been for Mike’s quick actions. 

 We weren’t event guests of the hotel but he still took time to visit me in the hospital with a card signed by his colleagues of the hotel.  It was a horrible experience that will stay with me for the rest of my days but our lord tells us to focus on the good in peoples hearts.

-George Ashcroft, Seattle, Washington

July 2012 winner Aubyn Rader of Landsea Tours with Deputy Mayor Heather Deal

 We travelled on the Whistler tour . .  on the “Lost Tour” conducted by Aubyn. We had an amazing experience at Whistler and an informative trip to get there.  His enthusiasm for the job and people he deals with is obvious.  However, it was on the trip home things started to go off the rails (through cirumstance beyond anyone’s control). 

I have had experiences as a site guide, leading tourists over the Story Bridge in Brisbane, Australia, so I appreciate that the real work begins when things don’t go to plan.

We found ourselves delayed to to a road accident, so he made the quick decistion to divert to Rainbow Park, to spend a hopeful hour awaiting the traffic to clear.  When it turned out the traffic wasn’t clear, we rejoined the queue of cars (nothing but an hour in traffic lost).

Realizing that a) no-one on the bus had anywhere they needed to be, b) we were now clear of the traffic, and c) we were already late, we diverted to the previously mentioned plan of visiting the local waterfalls.  We then managed to see three bears!!!

The dispatcher, Bill, ordered pizza for all affected guests, Aubyn ordering an additional vegetarian and a gluten free pizza for my wife and another guest.

We managed to be late enough to see the most spectacular sunset over Howe Sound (stopping for photos when it became clear that some guests were determined to gain a picture when common sense should have prevailed).  Aubyn continued the tour commentary when crossing Lion’s Gate Bridge at 10 o’clock at night!!!

The company then arranged for additional buses to split the group and return everyone to their accommodation in satisfatory time.

So, in summary, a much delayed tour was rewarded with good backup planning, great photos, and the reminder that with the right staff a situation with the potential to turn ugly was transformed into one where everyone felt sorry for those whose day did not include these diversions.

- Stefan and Bernadette Campbell, Brisbane, Australia

This is Aubyn’s second Vancouver Tourism Award!  Click here to read about his first win.