Service Bank Moments

Communication is an art. Effective communication happens when what the speaker would like to convey is received and interpreted the same way by the listener. Here are some amusing hotel examples: What You Say What We Hear and What We Think You are Implying How was your last night? What did you see or hear my night before?  Do you mind that your room is on the 6th floor? There is something wrong with the rooms on the 6th floor and guests have no choice but to accept it.  I think just the main course is enough for you. You don't look like someone who eats much or can afford to pay for three-course meal. Normally, the room rate is $400. The guest/caller is waiting for the next part to come - such as, "but for YOU, we are happy to give you a 30% discount". I think this spa place you are keen in is very expensive. There are some cheaper ones in that area. I doubt you have the means to pay the high price.  Would you like fork and spoon? (When the diner has been using chopsticks...

At Rayavadee in Krabi, I had casually asked about the weather forecast for the coming week as my family member might join me and I was contemplating going on a sea excursion. Keiko, a Japanese team member manning the Guest Service desk, shared the results on-screen with me and we spoke about the unpredictability of weather these days. She also asked about my stay (i.e. showing interest) and we chatted briefly before I took off for my spa appointment. When I returned to my room, I saw a small hotel paper bag hanging at my front door (as I had placed the Do Not Disturb sign.) This is what I received: Feeling a little puzzled what this was about, I unrolled the scroll and saw this: Above: A coloured print-out of the week's weather forecast! (Note the highlighted dates, reflecting the period I was enquiring about. Small details so do matter!) Above: In the beautiful hand-written note, there was also an explanation about the hand-made paper doll.  Service Excellence is not just about th...

Here are some examples: The Starbucks barista serving small cups of water to the queueing customers as they await for their takeaway drinks. At the Bhava Spa in Bangkok, the employees always walk out to welcome arriving customers. They also ensure that the customers' shoes are turned around ready for wear during departure. Similarly, they always accompany the departing customers out of the spa building until they reach the end of the driveway. Once, the Okura Prestige Hotel had overbooked and ended up having to "walk the guests" and have them stay at the adjacent hotel. Yes, the limousine was offered and yes, F&B privileges were also extended. But what made the real difference was that the Director of Rooms, along with a few other staff of the first hotel stood ready at the second place of accommodation to convey their personal apologies and offered further assistance. (Most hotels would have just let things be and shy away from meeting the guests who were definitel...

Situation 1 During food delivery for room service: Guest:                I will call later for the tray clearance Employee:      You can leave the tray outside the room. Guest:                Oh, I am not sure if it will attract ants or other insects. Employee:         Then you can leave the tray and used items in the room and we will clear them tomorrow. Comment: The employee seemed reluctant to return to the room to clear the tray as per guest preference. (Or perhaps he is hoping to avoid seeing the guest?) Situation 2 The Executive Assistant Manager of the hotel came by to introduce himself while guests were awaiting for the spa treatment in the afternoon. EAM: How is your stay so far? Guest: Yes, it's good. Thank you. EAM: Did you sleep well? Guest: Yes, we slept till 9am today. EAM: Did you have breakfast? Guest: Yes we did. We had lunch too. EAM: Do you...