SMG Atlantic City Employees Receive Customer Service Honors

ATLANTIC CITY, NJ – The 16th annual Atlantic City Host Awards were held on Wednesday, May 8, 2013, in the Ballroom at Boardwalk Hall. Presented by the Atlantic City Convention & Visitors Authority division of the Casino Reinvestment Development Authority, 27 individuals in the tourism and hospitality industry were recognized for providing exemplary customer service to visitors of Atlantic City.

Employees from SMG/Boardwalk Hall and the Atlantic City Convention Center received the Host Award in three of the four categories the company was nominated for, including Jennie Thomas from the Boardwalk Hall Box Office for Best Concierge/Guest Services, Juan Guzman from the Atlantic City Convention Center for Best Heart/Back of the House, and Walter Dyitt for Best Security Personnel. Natalie Bruce from the Atlantic City Convention Center was also a finalist in the category of Best Public Area Personnel.

Jennie Thomas is a Guest Services Representative at Boardwalk Hall with 9 years of experience. Her job responsibility is to handle ticketing or seating issues for guests that attend Boardwalk Hall events as well as to provide information to guests about the event and manage other special needs requests. Boardwalk Hall receives numerous comments from patrons complimenting Jennie’s service as she is always able to successfully meet their seating needs in a professional and friendly manner. She continues to go above and beyond for Boardwalk Hall ticketholders to ensure that they have a pleasant event experience. An example of this was during The Who concert when Jennie personally escorted guests with special needs to the disabled level seating and rearranged chairs to ensure that they had a great and comfortable view of the stage.

Juan Guzman received the award for Best Heart/Back of House. He has 10 years of experience in his profession and is described by his superiors as a “jack of all trades”. Juan handles shipping and receiving deliveries for the Atlantic City Convention Center and is also responsible for maintaining the cleanliness and order of the loading dock and ensuring that all trash from the building is properly recycled.  His hard work and dedication to the back of the house is vital at the Convention Center as it ensures a smooth load in process for the client which leads to all shows and events starting on time and in return, satisfied customers. Equally important for the workplace, Juan is also always able to brighten the day of his co-workers with his positive and upbeat attitude and proactively pitch in wherever is needed before potential problems arise.

Walter Dyitt is a Public Safety Officer at the Atlantic City Convention Center with 4 years of experience. Walter’s job responsibilities include directing and greeting incoming traffic for conventions and assisting VIP guests. Walter’s friendly and welcoming demeanor provides guests with a positive entry and exit experience to and from the Convention Center. Many patrons have commented on his vibrant and cheerful attitude and his ability to create a personal connection with each guest he comes in contact with. Walter always puts a smile on the faces of his co-workers as they begin their work day and regularly offers to work extra hours to help his fellow staff out with the end of the day event exit from the garage.

Natalie Bruce is an Operations and Housekeeping Team Leader at the Atlantic City Convention Center. She has been very innovative in setting forth and implementing new procedures to ensure that the Convention Center is a spotless facility for its guests. Some of these new policies include starting a special cleaning response team for urgent cleaning needs as well as initiating a pre-shift pep rally for her team to ensure that they are ready and prepared for their tasks of the day. She has encouraged personal ownership and pride of her employees by individually assigning them service carts and also began inspections of carts and uniforms to make certain that her team looks crisp and professional. Her employees admire and respect her leadership, kind approach, and ability to lend them a hand when needed.

“We are very pleased that four of our employees were recognized as finalists for the 2013 Atlantic City Host Awards, and even prouder that three of these individuals won,” said Greg Tesone, General Manager/SMG of Historic Boardwalk Hall and the Atlantic City Convention Center. “It is clear that the success of our company is due to the abundant talented and dedicated team members that we have on board. One of SMG’s greatest assets has always been its people, and this important recognition illustrates our commitment to customer service. We are grateful to the Host Awards Advisory Committee for recognizing the hard work of Jennie, Juan, Walter and Natalie; they are in good company with the other nominees and winners.”