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Company: SuiteAmerica Corporate Housing, El Dorado Hills, CA
Company Description: SuiteAmerica is a national leader in providing quality short-term, fully furnished stays for business and leisure travelers. The company specializes in providing hotel-like concierge services, check-in procedures, and convenience, while providing the comforts of a full size apartment in a residential community for our guest’s stay.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year

Nomination Title: Julie Mammini, Personal Transition Services Director

    Tell the story about what this nominee achieved since the beginning of July last year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

The goal of SuiteAmerica is to make our guests feel at home during their stay.
This year we expanded that philosophy by rolling out a campaign which integrated
our marketing and guest service departments to help facilitate a smoother
transition phase, as we found that a lot of the anxiety about temporary housing
happens prior to the move.

As our Personal Transition Services Director, Julie Mammini was instrumental in
making this campaign a success.  In this position, Julie reaches out to each
guest after they have made their reservation in order to assess special needs
they may have prior to or during their move.  She coordinates with our
distribution team and her own personal transition team to make sure each home is
tailored specially for the incoming guest.  Julie has become an expert at
thinking on her feet and finding the creative touches that have set us apart
from industry standards. We have found this extra care helps reassure incoming
guests that SuiteAmerica is going to work to address their individual needs
while they are with us.

As part of our campaign, Julie has helped to create a program unique to
SuiteAmerica, which provides helpful items for guests bringing their children or
pets.  She has worked with marketing to create “Kid Books” for each of our core
market areas, which feature local activities for children, as well as crayons
and coloring pages.  With our distribution team, she delivers special
decorations and linens depending on the age and gender of the children arriving.
“Pet Books” feature dog parks and contact information for local pet sitters.
Julie helps to make sure our guests have water and food dishes, litter boxes,
dog treats, or anything special the guest might need for the four-legged member
of their family.  We have had tremendous feedback on these extra touches.

While traditionally SuiteAmerica has worked almost exclusively with apartment
complexes, Julie has helped to create a program which allows us to place some
clients in full-sized homes.  For these options, Julie works closely with
Property Management companies we rent from to make sure the houses are in
perfect condition, and then works with the guest to find out their personal
style, tastes and special needs. She is involved with every step of the process,
down to shopping for and purchasing special items.

As part of our campaign, we have expanded what was once a single Personal
Transition role into a full department.  Julie is now responsible for her own
team, which includes seven employees in the field across the country.  Julie’s
philosophy that no request is out of our reach motivates her employees to find
original ways to accommodate our guests and impress them by our award winning
service. In large part led by Julie’s extensive efforts, SuiteAmerica has seen a
96% customer service satisfaction rate on our guest surveys since July 2009.
While our industry has continued to slow, we have seen a 33% increase in revenue
and a 27% increase in gross profit growth in the past year.

    List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

http://www.suiteamerica.com/testimonials/pts-testimonials.pdf
http://survey.suiteamerica.com

    Provide a brief (up to 100 words) biography about the nominee:

Julie Mammini began her career at SuiteAmerica in 1992.  She began her career in
the warehouse, and since then has held positions in customer service, outside
sales, accounting, relocation, marketing and collections.  She believes that
having worked from the ground level up and experienced so many areas of the
company first hand, she has a greater appreciation for the teamwork that goes
into each guest’s stay.
Prior to working at SuiteAmerica, Julie held a position in the furniture rental
industry. She has been a member of the Bay Area Professionals in Relocation
Management since 1993