As the November wildfire tore through the Westgate Smoky Mountain Resort & Spa, Westgate Heroes emerged and displayed qualities that made us proud. Here is one story we are honored to share.
As the fire spread throughout the Westgate Smoky Mountain Resort & Spa, a frantic call came in from a couple trapped in an elevator at the resort. Team member, Juan Felix despite the static and poor connection that plagued the call, displayed integrity, professionalism and extraordinary customer service. The guests who made the call were fearful and anxious about losing contact after failed attempts to reach the Gatlinburg Fire Department. Juan stayed on the phone with the guests and after numerous attempts to also reach the Fire Department, notified supervisor, Daniel Durham who searched for surrounding fire departments. Daniel and Juan were able to get the couple connected with the Fire Chief in Pigeon Forge, TN. The couple was rescued later that evening and is forever grateful for the patience and kindness of these two exemplary Westgate employees!