Get Some Western Flair

The other week I visited The Broadmoor in Colorado Springs, Colo. to experience the 5th Annual Weekend of Jazz, hosted by Earl Klugh at The Broadmoor. But what I got was a lot more than the chance to rock out to some awesome musical performances.

My trip began as all my trips seem to—with flight delays and connection near-misses. My delayed flight to Denver landed with 15 minutes to spare for my next take-off. Luckily, my regular cardio sessions at the gym paid off and I was able to run the 20-plus gates to catch the flight (I was quite impressed with myself). Once we landed in Colorado Springs, my breath was taken away by the scenic view from the terminal window—the snow-covered mountains sprawled on forever.

After a quick 20-minute drive, my car pulled up to the front of The Broadmoor and I was immediately received by several hotel attendants: one opened the car door, another took my luggage, another opened the hotel door…Talk about service! But what really caught my attention was the way all of them smiled and sincerely said “Hello” despite having to stand outside in the cold, damp snow. I later learned that this standard of service was the core mission of The Broadmoor, which all employees are trained and expected to live up to. And they are succesful in that goal--Everywhere I went during my stay, a staff memeber would always greet me upon passing.

My room was located in the South building of the resort, which meant I had to walk outside in the inclement weather to get there. But The Broadmoor already thought of everything—a stand full of umbrellas stood by each external door for visitors to use around the property. Another plus from me!

Arriving at my room was yet another surprise: The soft sounds of jazz music streamed from the bed-side radio to set a sophisticated ambiance for the luxurious room. And what I found particularly excellent--besides the jacuzzi, glass shower, and fully stocked mini-bar—was the hand-held automated system to control everything from the lights to the curtains. I can’t even tell you how many times I pressed “Open” so I could once again view the snow-covered mountains standing behind the resort. My only negative note was that for all these high-tech amenities, the Internet connection was still ethernet-based and the Wi-Fi was not accessible in the room, only the lobby areas.

After a wonderful dinner at Charles Court, The Broadmoor’s up-scale Colorado-cuisine restaurant that highlights a variety of local produce and meats, we visited the Cheyenne Mountain Lodge, one of the resort’s off-property buildings. There Mindi Abair kicked off the Weekend of Jazz. Her alternative-rock-style kept the audience’s feet tapping and even made any non-jazz lovers enthusiasts for the night. And as an added bonus, Mindi spent time with the guests and signed autographs after the performance. I even was able to catch a photo with her (see right).

Abair’s performance was just one show during the three-night festival. The other concerts were held on-site at The Broadmoor’s International Center, featuring nightly pairings from Sophie Milman/Ramsey Lewis and Boney James/Earl Klugh. After-hours entertainment was also scheduled in the main ballroom each night with a cash bar for those whose musical appetites couldn’t get enough.

A tour of the property the next day revealed the many other features and amenities: an 18-hole golf course (with lessons available), tennis courts (with lessons available) and sports shop, a full luxury spa/salon and fitness center (where headphones, towels, and juice/water are provided free of charge), outdoor infinity pool, 25 on-property stores, and 18 different eateries and restaurants (each with their own customized menus, wine lists, and accompanying cocktails). And for those looking for a little adventure, mountain hikes, fly fishing trips and horseback rides are available during good weather—just talk to the guest services staff who are more than willing to help you customize your activities.

I left The Broadmoor with a whole new set of expectations for future travel. Never before had I experienced customer service that matched and exceeded a destination’s grandeur appearance.

What are some of your best customer service experiences? Have you ever had a staff member go out of their way to make your stay customized and memorable?