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Life can be full of (pleasant) surprises - When things go RIGHT in Hospitality
publication date: Jul 24, 2011
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author/source: Terence Ronson ISHC
The
Hotel business never ceases to amaze me - especially when a property
sets their mind and hearts into doing it right - instilling a great
service culture into the operation. And no more obvious and pleasing is
this, than when you encounter staff delivering service beyond ones
normal expectations.
I hope you read an earlier BLOG of
mine, when I wrote about the great Disney Institute course I attended
(Delivering Quality Service), and how their philosophy is to create a
series of little WOWs, rather than just one big one - impressing their
customers at different touch-points during exposure to the brand. How
obviously simple and important I thought that was at the time, and
wished the businesswould pick up and follow this great, yet modest philosophy.
Well let me tell you how delighted I was to experience such a Hotel when I recently stayed three nights at the Marina Bay Sands (MBS), Singapore, as part of my participation in the HICAP Conference (4-5 May).
I must preface this by saying - they knew I was coming -
so it was not an entirely incognito stay - having said that, I really
don't think, from a practicality point of view, that they went to the
extent of circulating my photo and briefing every employee about me -
unlike a certain Shanghai Hotel did on a re-visit. After all, MBS has
2,561 rooms and a suitably sized team to support this.
Yes,
I got upgraded to a Suite complete with a spectacular City view, in
addition to which it had many of the accouterments I have come to look
for and enjoy like Bananas in the fruit basket, bottles of mineral water
and a Nespresso machine. Thanks! But more importantly, it had a few
extra niceties that I want to point out.
Firstly,
the hairdryer was easy to find - it was attached to the wall next to
the double vanity and not hidden like one often finds, and has to be
hunted for. This is a pet peeve of my wife - who has been known to say
to me on the rare occasions when we travel together on a trip, "I wonder where they have hidden the hairdryer this time?"
There was a big shower cubicle - one in which I could easily spread my
arms and turn around in - stepping out of the water spray to soap up,
and then back into to rinse off. And, in one corner, an alcove with a
built-in seat to either sit on, or lift ones leg/foot for ease of
cleaning. But, the crème de la crème were the shower amenities where one
could easily read the description of the contents without putting on
ones glasses. GREAT!
Each
day the room (OK Suite) was serviced, with the Room Attendant kindly
and caringly taking time out to tidy up the wires/cables I left on the
desk - neatly coiling them into little bundles. These were my iPod cable
and the cable of the power adapter to my Notebook. Very Good!
I
should also mention that the TV stayed on BBC when switched back on,
rather than going again and again to the Hotels' promo splash page of
their IPTV system. I know why we do that, but honestly, it can be
annoying.
Then
there was the fact that my Bathroom toiletries were also tidied up -
placed in straight rows, and in descending height order - big at the
back, and small at the front. And running perpendicular, was my razor.
Nice!
Photo Slideshow can be found here
Each
evening at turn down, there was a different "turndown goodie" including
Macaroons, local cakes and sweets, and some delicate chocolate cups
filled with fresh fruits and berries. I had to exercise very strong
willpower to avoid nibbling them all.
Outside
of the room, I tried the Breakfast Buffet at the Roof Top Club Lounge -
which if you have seen or know of the MBS is their pièce de résistance -
complete with an infinity pool perched on top of the building spanning
all three towers. Very good standard breakfast fare supplemented with
many goodies to include Gravlax, assorted fresh berries, lots of fruits
and nuts, and some very interesting jams and compotes.
Overall, I must say that the Staff were friendly and helpful with a few requiring a special mention:
Firstly
there was Sebastian my Butler who upon coming to my room for collecting
the luggage said, "Mr. Ronson I note you are returning on the xxth and
can you please let me know your arrival time so I can make sure
everything is ready for you." No one told him I was coming back - he had
used initiative and flagged that himself.
Next
was Andrew a Bellman from the Guest Services Dept. He saw me queuing up
to check out - came over - made a small bow - and out of the blue
offered his services with my luggage and a car to the airport (my
luggage was in storage). I said thanks, but I was organized for these -
and he proceeded to give me his name card offering any assistance I may
need - and to just call him.
Lastly,
there was Indah the Front Office Clerk - I believe that was her name -
who firstly apologized for keeping me waiting to check-out (not so long
maybe 5 minutes), and upon noticing I had dined at one of the
restaurants in the adjacent Mall - Osteria Mozza,
inquired as to whether I had enjoyed the meal. She said she had heard
about the place and i think seen it on TV, but not yet had the chance to
visit and was curious how it was. She sounded genuine (rather than
mechanical) in asking if I enjoyed my Hotel stay - and too also noticed I
was shortly to return - saying she looks forward to welcoming me back.
In life, it's definitely the small things that count!
Photo Slideshow can be found here
(C) Terence Ronson ISHC
Terence Ronson The Hotel business never ceases to amaze me - especially when a property sets their mind and hearts into doing it right - instilling a great service culture into the operation. And no more obvious and pleasing is this, than when you encounter staff delivering service beyond ones normal expectations. |
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