Posts

136. Anantara Layan Bar Service: Striving to Impress

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It was a very pleasant evening - great views, attentive service, in good company of my dear family in Phuket.  We arrived at the bar of this stunning property for some aperitifs in celebration of my godson's 17th birthday. The plan was to enjoy a round of sunset drinks before heading for dinner within the hotel compound.  After ordering our drinks from the smiley waiter, we noticed that the adjacent tables had ordered a special drink with a unique presentation of a glass bird in a cage. (See image below) As my godson Tristan is a bird lover, I thought I would arrange a small surprise for him. I walked over discreetly to the bar counter behind our table, to ask the staff if it was possible to present the birthday boy's non-alcoholic aperol spritz using the bird-in-cage presentation. I explained that it was his birthday that very day, and that he would be delighted since he is a fan of all birds.  The waiter, along with the bar man, was willing to accommodate my request. Th...
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135. Misunderstood Communication

The other day, I attended a symphonic orchestra performance with my nephew at The Esplanade. We arrived 20 minutes prior to the commencement and as my nephew showed our e-tickets on his phone to one of the ushers upon reaching the second floor, where the concert hall was. I asked the second staff standing right besides the first, "May I know where's the nearest washroom?" The woman asked where my seat was and as I thought she had misheard me - perhaps thinking I was trying to find my seat - I repeated my question earnestly.  With a straight face, she asked once again where my seat was. This time, as I was sure I had not misheard, I pointed to the e-tickets being scanned and reiterated that I was searching for closest washroom. I was not sure why the information seemed so elusive.  At that moment, her colleague read out our seats number. The expressionless woman looked straight at me and stated, (dare I say with a slight chiding tone),  "The toilet is straight down ...
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134. Small Gesture, Big Impact

At NH Leidseplein Hotel in Amsterdam, guests are offered a coupon for a hot beverage or small glass of wine/cocktail should they decide to skip Housekeeping services for the day.  During the morning check-out, I returned the 3 unused coupons to the receptionist, who then asked if I would like to use it to have some coffee or tea. I thanked him, but informed I just had my cappuccino from the hotel restaurant.  Evan the receptionist then asked, pointing to the coupons:  "Is there anything you'd like with these?" , to which I replied playfully, "What could you offer?"   He smiled and asked what I would like and he would see what he could do. So I told him I was over at the lounge area writing some postcards with my niece and enquired if he could arrange for a plain croissant for her. He smiled and said he would give it a try.  After quickly informing his colleague he was stepping away for a minute, Evan walked to the breakfast restaurant which was ju...
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133. What Makes the Difference in (Cabin Crew) Service?

Just this weekend, we flew back from Bologna to Singapore via Emirates and had a very pleasant experience with air steward Jordan during the Dubai-Singapore leg.  To start off with, Jordan has a very effervescence smile and when he speaks with you, he makes you feel like he's happily giving you his full attention - each and every time.  My husband and I both truly appreciated the care he demonstrated towards us. For example, when he offered the pyjamas set for the night flight and I declined, he didn't just walk away but instead, graciously added, "If you change your mind later, please feel free to let me know. Anytime. I'll save one set for you." About an hour into the flight, I did indeed change my mind as I was feeling cold in my short-sleeve blouse and asked Jordan for the pyjamas set (that comes with long-sleeve cotton tee). He returned promptly with the pre-packed set and said with a twinkle and big smile, "Yes, I think it's good to take it, and you...
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132. Post-Stay Surprises

What are some mention-worthy post-stay surprise you have received from a hotel after you have returned home? Here are some of examples: The mailman arrived with a rather large package from this Bangkok hotel: packets of tom yum paste presented in a woven pouch with recipes of the signature tom yam soup. (The guest had ordered this dish on two occasions during the hotel stay.)  Front office manager at a Japanese property emailed the guest to ask if she was feeling better. The guest had a high fever the day prior to checking out and had requested for a doctor. Email greeting from a Thai resort, with a photo of the butlers standing in front of the villa (in which the guest had stayed), holding several hand-drawn signages with messages such as   "We miss you (guest name)",   "Please come back soon", and "Have a lovely day in (country)!" A handwritten thank-you card, signed by various departments. A personalised email greeting on guest's birthday six months...
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131. A Super Butler: The Story Of My Pringles

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We arrived at Umaid Bhawan Palace in Jodhpur in late afternoon and was feeling a little peckish after two-hour plus car journey. Checking my mini-bar, I decided to open the small can of Pringles - sour cream flavour and soon finished its entire contents. In the evening, we had an incredible dinner experience at the Palace's exclusive pavilion in the midst of the lovely gardens and with panoramic sights of the city beyond. There was even a firework show for the guests! Everything from the weather, food and service were perfect.  The following day, we signed up for an experiential excursion to the beautiful sand dunes. We enjoyed a camel ride into the sunset and reached the amazing view point, where champagne and some beautifully-plated snacks awaited us. Our butler, Yogita, introduced the food items, and added, "Ms. (Name), I have also prepared your favourite Pringles, should you like to have some."  The fact that she had noticed this min...
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130. Unexpectedly Good Service: Anticipatory Touches

At Okura Prestige Bangkok, I had asked for a teaspoon and was promptly presented with one placed on a serving tray. Next, I placed my vitamin tablet into a tall glass and filled it with lukewarm water from my pot.  As I awaited to stir the fizzy drink, the same employee returned with a longer spoon AND a stirrer on his tray. He had observed what I had needed the requested teaspoon for, and took the initiative to provide me with more suitable options.  Simply wonderful. ~ While taking the Uber ride in Paris, I started coughing and the driver asked if AC was too cold and if I would like him to adjust the position of the air vent. He also pointed out there was bottled water and mints to soothe the throat.  When I reached the destination, he thanked me for using Uber and wished me a speedy recovery.  I felt so well taken care of by this highly empathetic driver. ~ At Giraffe Manor in Kenya, the waiter informed us that a giraffe has just delivered its ...
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