Service Bank Moments

This resort in Mauritius has nailed down the Art of Room Service, understanding it is more than just a “make-do” meal served within one’s room, but rather, a very memorable occasion of exclusive dining: Team member Melvin extended warm greetings, addressed me by name and asked about my day as he entered the room (after seeking permission to do so). There was no unnecessary delay and service was warm and efficient.  (+ 💖 ) Apart from the polished cutlery and fine crockery set on crisp white table cloth, there was a thick candle in a glass jar and two hand-picked red hibiscus. My favourite part? The table art created on-the-spot with a mixture of black sesame seeds, red pepper, cinnamon sticks, star anises and other spices, with the wording “Enjoy” formed by simply “writing” with one’s finger through the sesame seeds. This spontaneous creation barely took ten seconds, yet delivered such a unique and delightful impression. (+ 💖 💖 💖 💖 💖 ) Melvin pulled out the chair for me and w...

This little piece of paradise made me feel relaxed after a few days’ stay and the service was totally pampering in an authentic, genuine and heartfelt manner. Housekeeping: on the final day of my previous stay two years ago, I had casually remarked to Housekeeping that I found it a hassle to peel open the packets of facial cotton pads on a daily basis. Two years later, when we returned to this resort, I was immensely touched and highly impressed that on arrival to my room, I saw a large packet of facial pads placed prominently in my washroom. (Truth to be told, I did not even remember my own comment until I saw this big pack. I have never grinned so much at a packet of cotton pads ever in my life.) ( + 💖💖💖💖💖) At arrival to the Khrua Phranang restaurant, the young intern showed ready knowledge of our booking and immediately addressed us by name once the room number was given. (This also reflects positively on his team and seniors.) ( + 💖💖) Laundry: usually this is a straight forw...

Our dear friends S & D was sharing with us their recent stay experience in two hotels in Bali. At the first property - Alila, both of them fell ill with a suspected case of food poisoning a day after arriving. Feeling much unwell throughout the first evening, they asked the hotel to call for a doctor. Thankfully, after some medication and a round of injection each, coupled with much bedrest the rest of the two days, they felt much better. They then packed and got themselves ready for check out the following day. At this point, I asked our friends whether the hotel had made them feel well taken care of. "Not at all" was their pointed response. The employee did not show concern when they requested for a doctor, no one from the team checked in on them after the doctor’s visit, and similarly, no one asked about them during check-out. They were made to feel as if their stay was just a functional transaction. They then transferred to the next destination at Como Canggu. During ...

I asked the shop assistant, who was sorting out some stock, if they sold ankle stockings. My feet were hurting from the abrasion with the shoes I had on. The lady said she didn't think the shop carried any, but walked over to another section to double-check regardless. She confirmed that they didn’t sell the enquired item and apologised for it. I was about to thank her for checking when she promptly offered, “Let me get you a plaster” and went off to the back room, returning with one. She could have just shrugged helplessly and do nothing further to assist. After all, I did not buy anything from this shop and was technically not the customer. She could have simply returned to what she was doing before I had interrupted her task. However, she chose to do otherwise and continued to find a way to help. Such kind consideration is hard to come by these days, and is certainly most appreciated. Thank you, Ms. May, for the gesture of kindness 😊👏👍. Service Bank: 💖💖💖 (Refer to first ...

Remembering guest preferences make them feel special and make the service (and person delivering it) highly impressive.  Here are just few of the most delightful experiences I have had the pleasure of encountering: Remembering the type of coffee you had ordered during breakfast the day before Remembering your food allergy/dislike from the last stay  few years ago Remembering your favourite customised mocktail and preparing this as a welcome drink - instead of the usual standard beverage - during the subsequent check-in  three years later Remembering your preferred vegetables which were and still are not in the Room Service menu, but having them ready on standby during your subsequent stay, so that you can have it when you want.  Remembering that the previous night, our table of 4 had ordered a bottle of wine but only 3 glasses were requested. The next evening, when another bottle was ordered by the group, we were asked if it would be 3 or 4 glasses that evening....

This means knowing what and when to do to whom. It is also about common sense, which surprisingly, is not all that common. Here are just common examples: Hotel (Check-in): Please keep it short and sweet, especially when the guest says it has been a long flight/is feeling tired, when it is already very late, and those with young kids or infants.  Hotel (Housekeeping): Please don’t spread out all the collaterals in the room, after guest has put them away. Once checked in, guests can arrange the room as they want and please respect their preferences. Hotel (Room service): Please don’t continue to upsell starter, drinks, coffee/tea, desserts when guest has stated that the one-dish order is sufficient. More. Than. Once. Hotel (Concierge): Please care to ask about the guest when they request for a doctor or ask for medication. Restaurant: Please don’t approach guests to offer magazines when they are busy on the phone.  Restaurant: Please don’t ask about the dish just as the diner is...

Below encounters are from an arrival experience in an iconic luxury property in Malaysia:  At the airport, the airport rep asked the guest to verify the booking name from the arrival name list. The guest located her name and informed that her first name was spelt wrongly. For privacy and security reasons, the list should not have been shown to guests. ( Minus 3) On arrival at the hotel an hour later, the front desk receptionist presented the registration card which also showed the incorrect name. The guest made the correction on the form itself. (Minus 1) As it was an early arrival, the guest settled down at the hotel restaurant to have an early lunch. Two hours later, another receptionist escorted the guest to her room and presented the key card, whose cover had the wrong name as well, despite all the time and reminders.  (Minus 2) The hotel stay was for a total of three nights in two different room categories. This was not confirmed during check-in. The guest had asked ...

During one of my earlier trips to lovely Mauritius, I had a somewhat uncomfortable conversation with the hotel driver who picked me from the airport. It was more of a monologue, but I admitted I didn't stop him from going on - well, not for the first 40 minutes of the journey. Then I told him I was going to close my eyes to take a nap, before realising we were reaching within minutes. The driver spoke about the guests with whom he had kept in contact, of how one had gifted his son with a computer and another who sent money and Christmas presents to his family each year. I started to get uncomfortable, wondering if he was trying to pass a hint. Perhaps a big tip at the end of the ride? At one point, the driver said that there were many hotels on the island, with many new openings and that if another property were to offer him $50 more per month, he would move on – for sure, he emphasised. (To put in context, it was less than 5% what he was currently getting.) I didn't know what...

It was our first stay at Layana Resort in south Thailand. Everything had been smooth since arriving at the nearby Krabi Airport - the transfer to hotel, the arrival and the check-in and resort orientation. However, don't forget that the Service Bank balance remains unchanged if the service delivery merely meets expectations.) As the butler escorted us to the villa, a gardener stood up from his pruning works nearby, with the tool still in his hands. He smiled shyly and greeted us sincerely, and despite speaking only a smattering of English), he addressed us by names too! W-O-W, oh WOW, what a super surprise! The arrival service by other team members was without hiccup and pleasant; but the gardener's greeting was unexpectedly delightful! And that's the very reason why, even after several years since our stay, I am still raving about this unforgettable, peak moment. Service Bank: Deposit of 5 💖💖💖💖💖 (Refer to first blogpost on Service Bank Concept: https://servicebankm...

(Lunch at a French bistro, located within this 5-star hotel by the Chao Praya River) Pointing to one item in the menu, the guest asked the waitress: Guest: This fish for sharing....may I know how big is it? Employee 1: Sometimes it's big, sometimes it's small. And because we got this fish in a few days ago, I am not sure. Please let me check with the kitchen. ~ Comments: What does the conversation show or imply? Lack of service readiness, lack of seamless communication between kitchen and service team......and that the fish may not be fresh? *** Guest: What is the difference between the small dishes and appetisers? Employee 2: They are good for individual portions. ~ Comments: Sorry, but the question has not been answered. *** Guest: Between the beef tartare and onion soup, which is more popular here? Supervisor:           I recommend the oysters. Guest: Ah, I don't take oysters. But between the beef tartare and onion soup, which one would ...

There have been many funny, frustrating, bewildering episodes of miscommunication with hotel staff. Here are some highlights: I had called Guest Services to request for "some strings to tie my box for checking-in". While I thought the person had understood this simple request, I received a call shortly after from Room Service, asking if I had wanted to order a drink. We informed the sommelier that we did not need to taste the wine, but he still poured some into the glass for our sampling. Despite us informing the waiter that we would like two of the dishes to arrive together – and the order taker confirming so – they still came separately 5 minutes apart. I called to request for some blank A4 paper, and the person thought I wanted to have black pepper. I called the operator to ask if there was a message left for me (as I was expecting one from one of the departments). I was asked to hold the line, and then moments later, asked if I was checking out. (Perhaps the operator has ...

Before we try to tackle a service issue, we need to dig deeper and ask questions to first understand the mindset of the team members. Why are doing what they do? (or not doing what they should be) For example, I found out that the barman did not remove the empty glasses on the guests’ table not because he did not notice them or that he was lazy. It was because in his mind, it is impolite to approach the table to clear the glasses and offer new drinks while the guests were still speaking to each other. In a separate case, a restaurant kept missing the seemingly simple standard of offering mineral water during its annual service audit by incognito inspectors. Year after year, this standard was not met. It is not so difficult, is it? It turned out that the team felt bad about upselling when they actually do offer filtered water for free. Not too long ago, my friend stayed at Capella Hotel and the room was not ready when she arrived. She ended up waiting for about 45 minutes in The Library...

Put simply, it is an analogy of how a service interaction makes you – the guest, client or customer – feel.  Just like your bank account, the feelings experienced can be negative (a withdrawal or minus), neutral (status quo  or zero), or positive (a deposit or plus).  In each and every service interaction, whether a hotel stay or flight experience, a retail or house viewing encounter, a phone reservation or bar experience, there is the bland and disappointing (minus), or the thoughtful and extraordinary (plus). Expected service – even if good, garners a zero in the Service Bank. (e.g. Getting a clean room upon check-in or the restaurant hostess extending a standard   welcome doesn’t count as a service deposit. However, should there be a strand of hair on the bed or if the greeting was done half heartedly without eye contact, these would amount to a withdrawal in the service bank.) To illustrate further, each plus is represented by a heart 💖. The more hearts, the mor...