Western Pest Services is all about our people. Our customers and our teammates are our top priorities, and we aim for excellence, creativity, and growth in everything we do. So, when we get a personal note from a customer calling out not only our incredible service and their extreme satisfaction but also calling out not one particular team member but two? We have to shout it from the rooftops.
Jason Wojna, Service Manager, and AJ Toribio, Service Technician, in New York City, clearly made excellent impressions on Delroy Ferguson, Rooms/Security Director for the Hyatt Regency Hotel in Times Square for truly going above and beyond. The saying goes that if you’re unhappy you tell 10 people, but if you’re happy, you tell 1. For Mr. Ferguson to take time out of his already busy day to tell us how happy Jason and AJ made him – it must have really been remarkable. To be remarkable is to be extraordinary, surprising, and outstanding – and to stand out. Both AJ and Jason certainly did all of that and more. Here’s what Mr. Ferguson wrote about Jason:
“I hope this message finds you well.
I am writing to formally recognize and commend the exceptional performance of Jason, who has consistently demonstrated professionalism, dedication, and excellence in every aspect of his work from 2016 to current.
Over the past several years, I have had the privilege of working with Jason across various Highgate properties—including The Maxwell Hotel, Stewart Hotel, Crowne Plaza Hotel, and now the New Hyatt Regency Hotel. Throughout this time, Jason has been an integral part of the success and smooth operations of each property. His contributions to the Highgate accounts I have supported since 2016 have been both significant and consistent, and I can say without hesitation that he is a tremendous asset—not only to your team, but to the entire Highgate organization.
Jason’s ability to manage multiple tasks simultaneously, handle projects efficiently when requested, and communicate with clarity—even under pressure—has made a noticeable impact. His adaptability in responding to last-minute challenges ensures that issues are addressed proactively and professionally, setting a strong example for everyone he works with.
One particular instance that stands out was when I contacted Jason regarding an urgent rodent-related issue in the hotel’s trash loading area. Jason led this project with urgency, professionalism, and technical skill—resolving the issue in a swift and timely manner. His leadership and initiative during this situation directly contributed to a positive outcome, with zero sightings or complaints reported by hotel staff. This resolution not only improved the operational environment but also significantly boosted morale within both the Hotel and Security departments.
Beyond his technical expertise, Jason’s interpersonal skills truly set him apart. He maintains consistent and transparent communication with myself and the housekeeping team, and is always willing to offer support, guidance, or resources when needed. His positive attitude, collaborative nature, and dependable work ethic make working with both Jason and the Western team not only productive but also genuinely enjoyable.
It is rare to come across a vendor partner as reliable, self-motivated, and dedicated as Jason. He doesn’t just meet expectations—he routinely exceeds them, and does so with humility, professionalism, and grace.
I believe Jason’s exceptional work and attitude are truly worthy of recognition. I hope this letter serves as a testament to the immense value he brings to your organization.”
Jason paid attention to the details, brought his personality, and clearly delivered moments that Mr. Ferguson remembered. But he didn’t stop there. He sent a separate note about AJ, saying this:
“Hello Team,
I wanted to take a moment to express my appreciation for the exceptional service AJ has consistently provided to our team at the Hyatt Regency Times Square. His professionalism, attention detail, and positive attitude have made a noticeable difference in our operations.
Given the great experience we’ve had working with him, I’d like to ask if it would be possible to have AJ assigned as our regular service technician for this property. His familiarity with our systems and commitment to excellence have truly enhanced the level of support we receive.
Thank you for considering this request, and please let me know if there’s any additional information needed to make this possible.”
AJ truly made an impression on him, too! We never tire of hearing from happy customers. We also never tire of hearing how amazing our team is. Essential together? Check! And the impact they’re making on this important customer is clearly heroic. With the excellent service they’re providing and going above and beyond, they will obviously continue to be remarkable. AJ and Jason are truly embracing the Rollins Way.
Notes like these mean we’re doing something right. Thank you so much for your wonderful notes, Mr. Ferguson. We couldn’t have said it better ourselves.