Mercedes Bennett has only worked at the Premier Inn in Oadby for nine months, but has already made an impression
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Leicestershire Live recently sent reporter Maia Snow to TripAdvisor's highest-rated hotel in Leicestershire to see what made it so great.
According to reviews left on the site, one thing that made the Premier Inn, between Oadby and Great Glen, so great was a woman on reception who goes above and beyond for guests.
She has brought in birthday cake to share with guests, goes through her own things to find something a customer has forgotten and even bought a gift basket for one couple.
The 30-year old from Wigston said: "I feel really proud that people appreciate my work, not only because I have made their day, but also because I am doing it at a job that I really enjoy.
"I must be doing something right that makes customers happy."
On her visit, our reporter forgot her make-up wipes and Mercedes decided to go through her own things to find something to help.
She said: "We are encouraged to 'wow' the guests and I like to do that where I can, even if it just something small.
"We have a box of goodies behind the desk for guests if they forget something, but if we don't have what they need, I try to go further."
Mercedes has only been working there since February this year but has already made a big impression.
On one occasion, a couple from America were staying at the hotel, and to thank them for their stay, she bought them a gift basket of British treats.
Mercedes said: "They hadn't been to the UK in 15 years and after staying with us for a couple of days, I bought them a bag of goodies with British treats in, like Melton Mowbray pork pies and tea.
"They were over the moon and gave me a big hug.
"I like doing that because it makes us different from other hotels, I like to make customers to feel like they are appreciated.
"I always treat other people the way I would want to be treated.
"I believe that if you do good things, then good things will come back to you."