Traveling with the Jones

Recently I arrived into the Kansas City airport after 38 hours of flying from Singapore.

My journey included five flights through four connecting airports in three different countries on three different airlines. (Did I mention my ticket was a frequent flier reward?)

When I got into Kansas City, exhausted and barely coherent, I went to the baggage claim, doubting my bags were there, since a flight delay had caused me to be re-routed onto a different San Francisco to Denver flight. I just wanted to get home.

Off to the baggage service office I trudged to start the missing bag claim process.

I handed my bag tags to Juanita who was working the United Baggage Claim counter.

“Oh, I’ve been monitoring your bags, and I don’t believe they are on this flight,” Juanita said. “I’ve already filled out a claim form for you. Can you describe what the bags look like? Then I will finish the claim, you can be on your way, and we will deliver your bags tomorrow.“

Suddenly, I wasn’t exhausted anymore. What a surprise.

Juanita Gemmer, I learned later when I asked her name, had already anticipated my problem, and was proactively solving it, all before I had even raised the issue.

This was one of those traveling experiences that make one stop, pause, and say to themselves, “did that really just happen? Wow!“

Hospitality superstars like Juanita Gemmer do not just do their jobs. They are passionate. They go the extra mile. They obviously care about making customers have a positive experience, even when dealing with less-than-positive situations or people.

Whether you travel weekly or even just once in a while, you quickly realize that the best hotels, restaurants, airlines, cruise lines and other travel and hospitality companies are the ones best able to get their customer-facing employees to be hospitality superstar rather than “I hate-my-job-and-this-company-and-it’s-not-my-fault-and-I-don’t-care” liabilities. It is seemingly little acts – positive, proactive, and problem-solving – that make hospitality superstars.

Hospitality superstars are out there in every company – and they don’t get recognized or rewarded nearly as often as they hear complaints.

So let’s change that. Who’s on your list?

Here is Our List of some Hospitality Superstars that We’ve Encountered Recently

• Juanita Gemmer in Baggage Services at Kansas United Airlines
• Ann B, a waitress at the lobby bar in the Raleigh-Durham Airport Hilton Hotel in Research Triangle Park, North Carolina who can handle a bar rush and still deliver personalized, attentive service.
• Daniel, with Holiday Inn’s Priority Club customer service call center, who found our profile and number, for an account was last used and tracked four addresses ago.
• United Captain Molly Flanagan, who in addition to flying a smooth and early-arriving flight from Chicago to Anchorage, wrote personal notes of thanks on the back of her business card to each 1st class customer for choosing United for the trip.
• Ferdinand Basa, Cellar Master on Holland America Line, who delivers lead superior wine service no matter what ship he’s on, or what team of wine staff he’s leading. Plus, he does that cool sabrage demonstration during his wine-tasting classes.
• Kok Sing, our waiter at the Straits Kitchen at Singapore Grand Hyatt hotel, who’s passion is making sure every guest enjoys their meal.
• The entire business class flight crew of Thai Airlines flight 795 on June 17th. How can anyone be that pleasant and hospitable for 16 hours?

These are just a few of the people that have not only made our travels a bit more enjoyable, but who have made us say “Wow!” They are hospitality superstars.

Other frequent travelers likely have their favorite examples. Social media consultant Jay Baer blogs about his experience with US Airways flight attendant Randy Lauson, who we’d rate as a hospitality superstar.

Who is your hospitality superstar? If you don’t know any, well, it’s time to start looking for them. We are convinced they are in every company – if that company is going to stay in business. And despite all of the employee commendation programs, many are still more likely to hear complaints than praise.

So let’s change that. Who’s on your list? Or perhaps, do you need to consider changing the hospitality brands that you frequent?

We look forward to your comments? Please post your hospitality superstars.

Kimballton, Iowa is the home of this “Little Mermaid.”

Visit western Iowa communities of Kimballton and Elk Horn for a taste of Denmark 

Kimballton is the Northern community of the two “Danish Villages” in western Iowa, north of 1-80 between Des Moines and Omaha.   Proud of their Danish heritage, the residents of Kimballton erected their “Little Mermaid” in tribute to author Hans Christian Andersen in 1978 and had it cast in bronze and re-dedicated during the town’s 125th anniversary in 2008.

The Danish Windmill  

Heading south of Kimballton on route 173, a windmill and a restaurant advertising smí¸rrebrí¸d come into view. You have arrived in Elk Horn, home to many Danish-themed businesses and the Danish Immigrant Museum.

The 60-foot Danish Windmill was built in Norre Snede, Denmark in 1848. The windmill was disassembled and brought to the United States in 1975. Community volunteers in Elk Horn painstakingly rebuilt the windmill in 1976 honor the area’s Danish heritage.

Visitors can climb to the top of the mill, see the grinding stones and watch the wings go around on a windy day. The site is an official Iowa Welcome Center, and includes a gift shop with everything Danish from Carlsberg beer to Viking helmets to erik bagger stemware, and much more.

The Danish Immigrant Museum.

El k Horn is also home to a national center for the Danish-American community.  The Danish Immigrant Museum shares the contributions of Danish culture from early immigrants through Danes living in America today.  The exhibits explore Danish communities in the US from Perth Amboy, New Jersey to Solvang California.  Visitors can trace their Danish ancestors at the Family History and Genealogy Center.

What Destination Discovery have you made recently?  Share it in comments.

Want to learn more about Iowa unique destinations?  Check out these books:

Iowa Curiosities, 2nd: Quirky characters, roadside oddities & other offbeat stuff Backroads & Byways of Iowa: Drives, Day Trips and Weekend Excursions Iowa Off the Beaten Path®, 9th: A Guide to Unique Places

Other posts on Iowa that you might want to check out:

• A Quick Detour Off I-35 to Explore the Bridges of Madison County and John Wayne’s Birthplace
• 5 Must-See Places in Iowa

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Going to Alaska this summer?  There is a good chance that you’ll see the state’s largest city, Anchorage, if only for a brief stop from the airport.  

Anchorage is Mr. Jones’ birthplace and hometown.  The biggest draw to Anchorage, for us, is visiting with friends and family. Yet we have our favorite “tourist” spots that we try to hit every trip. As soon as out plane breaks out of the clouds and begins final descent, we start thinking about our must-visit places in this city:

Here’s our list of 16 insider tips for Anchorage, Alaska:    

1.   Wait until you’re downtown Anchorage to rent a car.  Anchorage has shockingly high taxes on rental cars. If you are only in the city for a day or two, better to take a cab or shuttle downtown.  You can also save on taxes if you rent a car from Avis downtown, rather than at the airport.

2.   Stop by the Anchorage Log Cabin and Downtown Visitor Information Center  Fourth Avenue and F Street.  This charming visitor center is staffed with long-time Alaskan volunteers who will answer your questions and make you feel welcome.

3.   Buy an inexpensive sweatshirt or fleece.  Alaska can be cool and if you aren’t prepared, the best place with wide selection of inexpensive sweatshirts, fleece and jackets (along with tons of tacky tourist stuff) is The Polar Bear Outlet Store at 600 W. 4th St.

4.   Shop for tax-free shoes at Nordstrom 603 D Street.  There is no sales tax in Anchorage. This makes up for that high rental car tax, so be sure and shop to take advantage.

5.   Browse exceptional Alaska crafts, books, jewelry and art at Cabin Fever at 4^th and G. There are numerous art galleries in this area of downtown.

6.   Enjoy a locals’ lunch at Club Paris, 417 West 5th Ave.   It’s dark inside in the booths, but the beef is Midwest prime.  Have a Paris Special (a loaf of ground tenderloin) served with Au Jus, with a side of killer fries and a spicy Bloody Mary. Or feast on the fresh halibut fish and chips.

If the bartender is Kurt – who makes the best Bloody Mary’s – ask him about his latest fishing adventure.

7.   Visit the Anchorage Museum and new Smithsonian Arctic Studies Center at 625 C Street.   The Alaska Gallery presents Alaskan history starting with the Natives, then settlement by Russians, the gold rush era, World War II and statehood.  The museum’s permanent art collection includes an entire gallery of paintings by Sydney Laurence, Alaska’s best known artist.  The Imaginarium Discovery Center is a hands-on science gallery and planetarium where “kids” of all ages can explore earth and physical science.

8.    Take a walk on the Tony Knowles trail.  This world-class 11-mile-long paved trail though parks begins in downtown Anchorage on 2nd Avenue.  Watch out for moose; be careful not to get between a mother and her offspring.

9.   Enjoy the view of Cook Inlet while enjoying the Hot Dungeness Crab and Artichoke Dip with a margarita or a glass of wine at Simon & Seafort’s 420 L Street.  This restaurant specializes is seafood as good as the views.

10.   For a romantic dinner, go downstairs to the Corsair Restaurant at 944 West 5th Avenue Not up for dinner?  Sit in the bar and let Andy mix you Anchorage’s best martini – or the cocktail of your choice.  The pate and the shrimp appetizers make the perfect accompaniment.

11.   Stop by Orso (an Italian bear) at 737 West 5th Avenue.  The attractive bar offers creative cocktails and bar bites while the restaurant serves local seafood with an Italian flavor.

12.   Get a bird’s eye view of downtown Anchorage, the Chugach Mountains and Cook Inlet, with a drink and or dinner at the Crow’s Nest at the top of the Captain Cook hotelat 939 W. 5th Avenue.  Best as the sun is starting to set but remember – this is Alaska in the summer – so the sun may still be up at midnight.

13.   Go local at Darwin’s Theory on 426 G. Street.  Help yourself to a basket of salty popcorn, and order a round of red hot shots and beers.  Darwin writes a funny newsletter that keeps out-of-state readers filled in on Anchorage politics.

14.   For a hearty breakfast or a slice of famous pie, Peggy’s Café is the spot, located at 1675 East 5th Avenue near by Merrill Field, where you can charter a flightseeing adventure.

15.   If you are heading back to the airport, make a breakfast stop on the way in Midtown at the City Diner 3000 Minnesota Drive.  Breakfast Sliders, Eggs Benedict or the Black Dog Scramble are local favorites.

16.   Sample Alaska’s terrific sushi.  We have two favorites: In Midtown, Yamato Ya at 3700 Old Seward Hwy is the legendary standard, with a popular namesake Yamato Ya roll and a friendly, family environment. Near the airport, DISH Sushi Bar, 639 West International Airport Rd, offers an exotic and creative selection of sushi and more than 50 familiar.

 With all of Alaska’s beauty, it’s tempting to skip Anchorage in haste to get to other destinations.  That would mean you’d miss out on a key part of Alaska: its biggest city, Anchorage.

Other related post: Visiting Alaska This Summer? 10 Tips on What to Pack  

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