Suzanne Fuller got her start in the travel industry early, beginning with a summer job at a nearby hotel during high school. “I got the bug,” she said, and followed up her first work experience with a degree in hotel and restaurant management. She eventually fell into meeting planning and sourcing, and joined American Express Meetings & Events in 2000.
EXCEPTIONAL TRAVELER CARE, WHEN IT MATTERS MOST
Based virtually in Delaware, Suzanne oversees an 11-person team of meeting planners and sourcing managers that supports a U.S.-based healthcare company. She’s responsible for the day-to-day activity, working directly with meeting and sourcing managers, speaking with the client and handling administrative activities.
A winner of the Pacesetters award – American Express Global Business Travel’s highest honor for top-performing travel counselors, meeting planners and team leaders – and inducted into the Pacesetters Hall of Fame in 2014, Suzanne attributes her success to keeping an open mind, and always being available to her colleagues and the meeting planners and sourcing managers who report to her.
Suzanne’s goal is to take care of every meeting detail – and every meeting attendee. “We want happy people,” she said. “We want to satisfy clients to keep them coming back.”
That’s what she did when a storm hit the Mid-Atlantic region in February 2014, leaving thousands of travelers stranded over Valentine’s Day weekend, including 300 attendees for one of her client’s meetings. Suzanne and her team scrambled to get hotel accommodations, and worked around the clock to book new flights. A small group needed to get home right away, so Suzanne’s staff rented a vehicle and scheduled a driver. For those meeting attendees staying at the hotel over the weekend, Suzanne arranged with the hotel to set up a hospitality room with snacks, televisions and phones.
The toughest part? “I had to keep attendees from having a meltdown,” she said. “Over the years, I’ve learned that staying calm keeps the customer calm. Having a positive attitude just helps the situation move along.”