Guest Experience Expert Jennifer Reich and her whole family share a passion for classic cars. Two things to know about classic cars is that each is unique, and they require a lot of patience and care—which is exactly how Jen treats every guest thatchecks in to the Fairfield by Marriott Anaheim Resort.

Front desk associates are often the first impression a guest will have. Though it is an important moment, it’s also usually a quick and transactional moment. The hotel has nearly 500 rooms and is within walking distance of Disneyland. Every day is a busy check-in day for guests who all have a special reason for their trip. Whether it’s their first or 100th time to the area, Jen listens to every story to ensure each trip is magical. She is often credited as the reason guests come back to the hotel time and time again.

When Jen senses disappointment from a guest, she works tirelessly to empathize and follow-up, ensuring they don’t leave disappointed. Once, a family who were frequent guests for years, had their car damaged in the parking lot. As a result, it wasn’t likely that these guests would remain Marriott customers. Jen worked behind the scenes to repair the relationship and trust, and the guest has become a repeat customer and has spent 125 nights with Marriott to-date.

She is also passionate about serving our world. During the holiday season she helps Wreaths Across America to honor servicemen and service women by placing wreaths on veterans’ graves. She regularly volunteers with the Power of One Foundation, an organization in Orange County that fills boxes with food and baby needs for low-income families. She frequently offers her time for service projects with the hotel, including volunteering with Habitat for Humanity and suggesting ways the hotel can be more involved with Children’s Miracle Network.