The week was long and draining.  The headlines told stories of the bombing in our own Boston.   Narratives about police standoffs and man hunts seemed to be plucked straight from movie scripts.  Time after time my phone battery died as I constantly checked the news.   At work, nerves were raw.  I could tell everyone’s emotions were churning.  The world, as we knew it, changed once again.

The unthinkable happened just a few yards from the front entrance to the Courtyard Exeter.   The Boston Marathon Bombing put the training and staff of our Copley Square team to the test.    Minutes after the incident chaos overtook the city.  The hotel went on lock down.  The street in front of the hotel became a crime scene.  People became stranded.  Lives were put on hold.  For many the world stood still at the hands of terror.

No amount of training prepares a leader and his team to handle this sort of crisis.  So many variables complicated the situation:

1.  Each guest of the hotel was dealing with a sense of shock and grief.

2.  The property was immediately forced into a sold-out situation and placed on lockdown.

3.  This limited service property had only basic breakfast food supplies.  The challenge surfaced to become a three-meal-a-day full service business.

4.  Fear was ever present.

No amount of training prepares a leader and his team to handle this sort of crisis.  But a well-established Journey culture prepares a leader and his team to rise to the occasion and do what you do best….CARE!

With The Journey strong in their hearts, the staff sprung into action.  Over the next two days it was not uncommon to see Bernardo making lunch for the guests and all associates.  Guest Service did not take a back seat…just the opposite; the team took it to the next level.

As fresh towels made their way to rooms and coffee pots were refilled again and again, one could pause and catch a member of the Courtyard team stopping to wipe a tear, offer a hug or cheer a worried child.

It was their home.  They were serving their guests with compassion and empathy.  Love lived at 88 Exeter.

It seems like each day we receive another guest comment about how well the staff at the property responded to the life-changing incident.  “Heart Connections” truly sums up the outcome from the last week.   The Heart Connection between the staff and guests will stand as one of the property’s biggest triumphs.

One guest wrote “Overall, what looked like a disaster of a trip turned out to be the best time I’ve ever had in Boston, and this was my 20th time to your city.”

Another letter read,  “cannot emphasize enough how helpful, understanding and welcoming they were following the bombings on Boylston St. even though the hotel was in lockdown.  We plan on returning next year for the 2014 Marathon. The people of Boston amaze me.”

Heart connections between associates and guests have always been a strong suit of the Courtyard team.  But they showed how truly remarkable they are…when their own fear, grief and worry takes a backseat to the needs of those they serve.   The team used The Journey culture to flock together and not only survive this crisis… but thrive!  They created memorable moments inside a horrible tragedy.

We are so proud to know the 88 Exeter Team is on the MJ Team.

My key journey learning this week:  When I find myself in difficult times I must rely on the million-watt light of The Journey’s caring and heart connections to guide my actions.