Long ago, my daddy Kenny taught me the art of poetry and how to write poems. Since then I love to make up poems and scribble it down on paper time and again. One particular style of poems, he taught me, was called the Pyramid Poem. It is simply a poem that starts out on the first line with one word, and continues with two words on the next line, then three words, and so on. You can write the poem to any length of lines, just have to follow the formula of one more word added on... to then look like a pyramid/triangle.
At work today, I was spending time with a resident, talking about poetry. This is the poem we came up with together, using the Pyramid layout.
Titled SPRING
Purple
Beautiful Colors
Trees in bloom
I love this season
Tulips arrive in many colors
Baby bunnies for us to enjoy
Running around, the little girl and boy
Tis the season for the reason for joy!
Poem by: Marti and Robert
March 24, 2012
Saturday, March 24, 2012
Thursday, March 22, 2012
My Name Annoys Me Sometimes
My name is Martiel. Pronounced Mar-T-L. I have often heard the same couple of comments or questions about my name time and time again for about 25+ years. I also get a handful of ways that my name is mispronounced. I get, Mar-teal, Mar C L, Mar tell, Mary tell, Michelle, Martial, etc. Those are the common ones I hear all the time!
This morning, I went to Starbucks for a coffee and breakfast sandwich. I had some free time on my hands, after dropping off my daughter at preschool, so I decide to go inside and order instead of the drive-thru. The gal taking my order asks for my name to write on the cup. She got every annoying question and comment about my name in one interaction with me. All with in a few minutes of taking my coffee order, she bugged me about my name.
Here is how it went:
Me: I would like a Tall, iced, caramel, latte
Her: what's your name? (to write on the cup)
Me: Martiel, (spelling it out, MARTIEL)
Her: Oh, pretty name...Is that French?
Me: Yes
Her: Parlez Vous Frances?
Me: No, I don't speak French
Her: You're not French? Oh
Me: Nope, just my name is French
Her: I bet people call you Martial (Marshal)...
Me: Ya, only when they mispronounce my name...
Her: oh.
Me: I also go by Marti, it is easier...
Other guy with my freshly made coffee: Tall Caramel Machiato, for Mar-tell.
Me: For Martiel? I ordered a Caramel Latte, not a Machiato?
(UGH!)
The other lady again: OK, Marti, let's remake the coffee for you and refund the difference.
Me: OK.
She hands me the correct coffee order and 20 cents change for the difference.
By the time this was all done, (which to me seemed longer than it may have actually been) I think it would have been better to have just driven through the drive-thru and not have gone inside for a "pleasant time sipping on a coffee in a cafe" I ended up not staying for the cafe experience of relaxing with my coffee. I went back to my car and ate my breakfast sandwich, and sipped on my latte as I drove, running my errands.
This morning, I went to Starbucks for a coffee and breakfast sandwich. I had some free time on my hands, after dropping off my daughter at preschool, so I decide to go inside and order instead of the drive-thru. The gal taking my order asks for my name to write on the cup. She got every annoying question and comment about my name in one interaction with me. All with in a few minutes of taking my coffee order, she bugged me about my name.
Here is how it went:
Me: I would like a Tall, iced, caramel, latte
Her: what's your name? (to write on the cup)
Me: Martiel, (spelling it out, MARTIEL)
Her: Oh, pretty name...Is that French?
Me: Yes
Her: Parlez Vous Frances?
Me: No, I don't speak French
Her: You're not French? Oh
Me: Nope, just my name is French
Her: I bet people call you Martial (Marshal)...
Me: Ya, only when they mispronounce my name...
Her: oh.
Me: I also go by Marti, it is easier...
Other guy with my freshly made coffee: Tall Caramel Machiato, for Mar-tell.
Me: For Martiel? I ordered a Caramel Latte, not a Machiato?
(UGH!)
The other lady again: OK, Marti, let's remake the coffee for you and refund the difference.
Me: OK.
She hands me the correct coffee order and 20 cents change for the difference.
By the time this was all done, (which to me seemed longer than it may have actually been) I think it would have been better to have just driven through the drive-thru and not have gone inside for a "pleasant time sipping on a coffee in a cafe" I ended up not staying for the cafe experience of relaxing with my coffee. I went back to my car and ate my breakfast sandwich, and sipped on my latte as I drove, running my errands.
Hotel Staff Basics Are Good To Follow In Life
With Hospitality, there comes great customer service and team effort that the hotel staff works with. I worked for hotels in different departments for 5 years. I have since left the Hospitality industry and moved onto another career opportunity. I love my current job working in a Retirement Home. I work as an Activities Assistant. I get to hang out with the Residents there, and do fun activities. Even though I don't work in a hotel any longer, the hospitality aspect to customer care is still relevant to follow with the way I work today.
This is a list of Basics that people should follow in their own work environment, and in interacting with people. These people you interact with can be: Guests, Clients, Vendors, Associates, Residents, Students, Teachers, anyone. This is a list, teaching us ways to help, care, respect others, resolve issues, and work day to day. This is not just points to be followed by Hotel Associates. I really think this should be shared with others outside of the Hotel Brand. Read through these, and where the words "guest" comes up replace it with "client" or "customer" and for the word, "hotel" replace with "your company name."
There are 20 points listed. It took me a while to type it all out...I reworded some bits to not mention the hotel name and keep it anonymous.
Courtesy of Hotel Basics:
1. Perform
a. Know every aspect of my job
b. Focus on accuracy
c. Be reliable and consistent
d. Use my knowledge and skills to assist others
2. Great Impressions
a. Maintain a professional appearance
b. Own the appearance of my area
c. Smile and be friendly and approachable
d. Follow "clean as you go"
3. Welcome
a. At 15 feet, make eye contact and smile
b. At 5 feet, maintain eye contact, greet the guest with "Good Morning/Evening"
known as the "15/5 Rule"
c. Use the guest's name
d. Say "Welcome to (Name of the place or your area)"
4. Know
a. Stay up-to-date on the local area
b. Know the (hotel) Company facilities and services
c. Stay informed of daily (hotel) Company activities
d. Communicate my knowledge clearly and accurately
5. Prepare
a. Prepare for each guest's arrival
b. Plan for VIPs and Special Guests
c. Ensure I have the right tools and information
6. Anticipate
a. Watch and listen for cues
b. Ask questions to learn more
c. Remember and record preferences and requests
7. Personalize
a. Take ownership of the guest's needs
b. Recommend the right products and services
c. Think of creative ways to say "yes!" *try your best not to say No. and find out a way or answer.
d. Ensure the guest is completely satisfied
8. Do More
a. Look for opportunities before being asked
b. Do more than is asked
c. Look for creative ways to make the guest feel special
9. Improve
a. Find opportunities for improvement
b. Participate in creating solutions
c. Learn new skills
d. Eagerly share ideas to continually improve service
10. Make a Difference
a. Contribute to an exceptional guest experience with every action I take
b. Work with others to achieve department and (hotel) goals
c. Take care of each other so we can take better care of our guests
11.Passion For Service
a. Ask how I can help
b. Focus full attention on the guest
c. Maintain appropriate conversations in guest areas
d. Respond sincerely, saying "I am happy to take care of that for you."
12. Empathize
a. Listen carefully to understand
b. See things from their perspective
c. Acknowledge their feelings
13. Resolve Problems
a. Own the problem and take immediate action
b. Know how to use each step in the L.E.A.R.N. process
Listen to the problem
Empathize with the guest
Apologize
React to solve the problem
Notify a supervisor about the problem
c. Do whatever it takes
d. Resolve to delight and build trust
14. Respect
a. Be sincere and kind
b. Be considerate of individual differences
c. Acknowledge the value of others' contributions
d. Deliver on my promises
15. Thank Every Guest
a. Say "Thank you for choosing (hotel/company name) and wish the guest a good day
b. Inquire about the guest's experience to genuinely encourage feedback
c. Encourage the guest to return
16. Courtesy
a. Use good manners
b. Use terms the guest can understand, no jargon or slang
c. Use positive tone and body language
d. Use proper telephone etiquette
17. Teamwork
a. Treat everyone as if they are guests
b. Help others without being asked
c. Respect the rules of my team
d. Celebrate our accomplishments
18. Care
a. Use resources wisely
b. Treat the hotel as if it were my own
c. Preserve the environment
d. Serve our community
19. Safety & Security
a. Work Safely
b. Report unsafe conditions immediately
c. Respond appropriately in an emergency
d. Safeguard the privacy and security of guests and associates
20. (Company) Pride
a. Act professionally
b. Talk enthusiastically about my (company) and (brand)
c. Know and demonstrate (all 20 of these basics)
Now I know these are very helpful to the hotel, that these originated from, but these basics are a way to act and care for (guests/clients/people) in any workplace. I can't disclose the name of the hotel, that this list of 20 basics came from, because I don't even know if I am "aloud" to share this with the public... or if this is a "secret business knowledge" for only associates of that particular hotel brand. I think these are good to share. I plan to continue to follow a great set of basics, for my own use of work ethics.
**If you happen to know the hotel of which I used this list from, please keep it anonymous. Even though I don't work for the company any more, I don't want any trouble for sharing the great list of work ethics.**
This is a list of Basics that people should follow in their own work environment, and in interacting with people. These people you interact with can be: Guests, Clients, Vendors, Associates, Residents, Students, Teachers, anyone. This is a list, teaching us ways to help, care, respect others, resolve issues, and work day to day. This is not just points to be followed by Hotel Associates. I really think this should be shared with others outside of the Hotel Brand. Read through these, and where the words "guest" comes up replace it with "client" or "customer" and for the word, "hotel" replace with "your company name."
There are 20 points listed. It took me a while to type it all out...I reworded some bits to not mention the hotel name and keep it anonymous.
Courtesy of Hotel Basics:
1. Perform
a. Know every aspect of my job
b. Focus on accuracy
c. Be reliable and consistent
d. Use my knowledge and skills to assist others
2. Great Impressions
a. Maintain a professional appearance
b. Own the appearance of my area
c. Smile and be friendly and approachable
d. Follow "clean as you go"
3. Welcome
a. At 15 feet, make eye contact and smile
b. At 5 feet, maintain eye contact, greet the guest with "Good Morning/Evening"
known as the "15/5 Rule"
c. Use the guest's name
d. Say "Welcome to (Name of the place or your area)"
4. Know
a. Stay up-to-date on the local area
b. Know the (hotel) Company facilities and services
c. Stay informed of daily (hotel) Company activities
d. Communicate my knowledge clearly and accurately
5. Prepare
a. Prepare for each guest's arrival
b. Plan for VIPs and Special Guests
c. Ensure I have the right tools and information
6. Anticipate
a. Watch and listen for cues
b. Ask questions to learn more
c. Remember and record preferences and requests
7. Personalize
a. Take ownership of the guest's needs
b. Recommend the right products and services
c. Think of creative ways to say "yes!" *try your best not to say No. and find out a way or answer.
d. Ensure the guest is completely satisfied
8. Do More
a. Look for opportunities before being asked
b. Do more than is asked
c. Look for creative ways to make the guest feel special
9. Improve
a. Find opportunities for improvement
b. Participate in creating solutions
c. Learn new skills
d. Eagerly share ideas to continually improve service
10. Make a Difference
a. Contribute to an exceptional guest experience with every action I take
b. Work with others to achieve department and (hotel) goals
c. Take care of each other so we can take better care of our guests
11.Passion For Service
a. Ask how I can help
b. Focus full attention on the guest
c. Maintain appropriate conversations in guest areas
d. Respond sincerely, saying "I am happy to take care of that for you."
12. Empathize
a. Listen carefully to understand
b. See things from their perspective
c. Acknowledge their feelings
13. Resolve Problems
a. Own the problem and take immediate action
b. Know how to use each step in the L.E.A.R.N. process
Listen to the problem
Empathize with the guest
Apologize
React to solve the problem
Notify a supervisor about the problem
c. Do whatever it takes
d. Resolve to delight and build trust
14. Respect
a. Be sincere and kind
b. Be considerate of individual differences
c. Acknowledge the value of others' contributions
d. Deliver on my promises
15. Thank Every Guest
a. Say "Thank you for choosing (hotel/company name) and wish the guest a good day
b. Inquire about the guest's experience to genuinely encourage feedback
c. Encourage the guest to return
16. Courtesy
a. Use good manners
b. Use terms the guest can understand, no jargon or slang
c. Use positive tone and body language
d. Use proper telephone etiquette
17. Teamwork
a. Treat everyone as if they are guests
b. Help others without being asked
c. Respect the rules of my team
d. Celebrate our accomplishments
18. Care
a. Use resources wisely
b. Treat the hotel as if it were my own
c. Preserve the environment
d. Serve our community
19. Safety & Security
a. Work Safely
b. Report unsafe conditions immediately
c. Respond appropriately in an emergency
d. Safeguard the privacy and security of guests and associates
20. (Company) Pride
a. Act professionally
b. Talk enthusiastically about my (company) and (brand)
c. Know and demonstrate (all 20 of these basics)
Now I know these are very helpful to the hotel, that these originated from, but these basics are a way to act and care for (guests/clients/people) in any workplace. I can't disclose the name of the hotel, that this list of 20 basics came from, because I don't even know if I am "aloud" to share this with the public... or if this is a "secret business knowledge" for only associates of that particular hotel brand. I think these are good to share. I plan to continue to follow a great set of basics, for my own use of work ethics.
**If you happen to know the hotel of which I used this list from, please keep it anonymous. Even though I don't work for the company any more, I don't want any trouble for sharing the great list of work ethics.**
Monday, March 19, 2012
Kara Will Be THREE!
Wow! Our little, daughter is almost 3 years old! She has already become the 3 y/o toddler back in late January I started to see the transformation. Kara went from being 2 to 3 overnight with subtle changes all at once. Even though she officially turns 3 in age at the end of March. She physically has become a 3 y/o already. For instance, she is potty trained, figuring out problems with ways of being resourceful and growing and changing for the better.
Her potty training is 90% done. There are a few accidents here and there, but for the most part, she goes the whole day with no accidents and we are still working on overnight sleeping, etc. Knocked the potty training out by age 3. I am proud of Andrew and I as the parents on the tough times with Potty training! It was/is hard! Not fun at all, having to clean up messes and deal with a routine and try to teach a person how to use a potty, when for us (the adults) potty time is so "easy" and comes naturally for us to do. It was hard to get in a toddlers point of view and look at it that way. Through a toddlers eyes, they've gone their whole life (2-3 yrs) walking and standing in a diaper/pull ups and pooing/peeing any time they feel like it. Then they have to all of the sudden stop wearing diapers and sit on this giant toilet (with kiddo size seat adapter)...but still as a toddler, that can be scary. It would be so easy to just bounce back to an easy diaper. For Kara, she likes wearing her big kid panties and going potty, and getting a sticker each time. But she also is still learning, as well as we are to, the parents. We have to figure out potty training along side Kara and teach her.
Lately, Kara has been telling me, "Momma, I'm not a baby anymore. I'm a little girl!" She is realizing she is 3 now and a little girl. She points out some of her old toys (photo above) and tells me these are for babies and that she's not a baby anymore. Now the dolls are babies and she is taking care of the dolls. It is so sweet how she handles her dolls now, more motherly and covers them up with her blankies, pushes the doll in her toy stroller, feeds it a sippy cup. So very sweet, she is. Instantly overnight this just clicked and she was all of the sudden, older. I am blown away in the difference between 2 and 3.
We were hanging out in the living room, and she brings me a little purse of hers with a long elastic to me. Asking me to tie the elastic to the purse handles. She figured out that in doing this she could make long straps to wear the purse like mommas purse. When I tied the elastic to the purse she said, "Thanks, it's just like mommas purse!" and placed it on her shoulder! (see photos below) I was so blown away by her figuring this out, on her own, and being so resourceful. I love that she was so creative. If she could have tied it all together, then she would have. She came to me for the help with a vision in her mind. The difference between being 2 and 3 once again.
Her vocabulary has improved to an easy 7+ word sentences, since around 2 1/2. Now that she is 3 it's much more complete in thought, with her words used and questions that she comes up with. She is curious about so much and wants to know more about how something works or where it came from. Before it was just a simple thing, like being out of bananas. Now we are out of bananas and she wants to go to the store to get more. She understands now, that the bananas don't just come from the kitchen; she knows that we get these from the store. She knows we could just go to the store for more! Simple as that.
One day, I told her we were out...a few minutes later she is playing with her dolly and putting the doll in the toy stroller, collecting her purse and sippy cup...next thing, she looks at me and says, "Duke (the dog) and I are going to the store, Momma. We are getting bananas!" I said, "ok. go get bananas, see you later." I know she is only pretending and she can't actually go to the store. I will, though, get a little more worried when she starts riding a bike and says something like that. I hope she doesn't actually try to ride her bike to a store for bananas?! For now it is just pretend. I am proud of her figuring this out, that she wants to go and get bananas at the store and understands the whole process. This is just another example I see in her being a little 3 y/o compared to her being 2.
Her potty training is 90% done. There are a few accidents here and there, but for the most part, she goes the whole day with no accidents and we are still working on overnight sleeping, etc. Knocked the potty training out by age 3. I am proud of Andrew and I as the parents on the tough times with Potty training! It was/is hard! Not fun at all, having to clean up messes and deal with a routine and try to teach a person how to use a potty, when for us (the adults) potty time is so "easy" and comes naturally for us to do. It was hard to get in a toddlers point of view and look at it that way. Through a toddlers eyes, they've gone their whole life (2-3 yrs) walking and standing in a diaper/pull ups and pooing/peeing any time they feel like it. Then they have to all of the sudden stop wearing diapers and sit on this giant toilet (with kiddo size seat adapter)...but still as a toddler, that can be scary. It would be so easy to just bounce back to an easy diaper. For Kara, she likes wearing her big kid panties and going potty, and getting a sticker each time. But she also is still learning, as well as we are to, the parents. We have to figure out potty training along side Kara and teach her.
We were hanging out in the living room, and she brings me a little purse of hers with a long elastic to me. Asking me to tie the elastic to the purse handles. She figured out that in doing this she could make long straps to wear the purse like mommas purse. When I tied the elastic to the purse she said, "Thanks, it's just like mommas purse!" and placed it on her shoulder! (see photos below) I was so blown away by her figuring this out, on her own, and being so resourceful. I love that she was so creative. If she could have tied it all together, then she would have. She came to me for the help with a vision in her mind. The difference between being 2 and 3 once again.
One day, I told her we were out...a few minutes later she is playing with her dolly and putting the doll in the toy stroller, collecting her purse and sippy cup...next thing, she looks at me and says, "Duke (the dog) and I are going to the store, Momma. We are getting bananas!" I said, "ok. go get bananas, see you later." I know she is only pretending and she can't actually go to the store. I will, though, get a little more worried when she starts riding a bike and says something like that. I hope she doesn't actually try to ride her bike to a store for bananas?! For now it is just pretend. I am proud of her figuring this out, that she wants to go and get bananas at the store and understands the whole process. This is just another example I see in her being a little 3 y/o compared to her being 2.
Now that she is actually turning 3 next week, we have her birthday party coming up! I am keeping it very simple. It's a Prince and Princess themed party at the house, cake and party favors. I bought the party favors from $1 sections of stores which are great deals! The kids she invited will come over dressed as a prince or princess. I'm dressing up too! Why not!? It's going to be fun! Kara wants her birthday cake to be PINK with Sprinkles! Easy enough, not to hard to please when she is 3. The birthday parties are only going to get more complicated and expensive as she gets older. This will be her first official birthday party with her friends all attending. I hope it goes well and everyone shows up! I'm so excited, being her mom and watching her grow is beautiful!
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