Service Bank Moments

We have stayed at this property a couple of times. While in most places, it is the hotel's unique design, gorgeous facilities, stunning views, or amazing villa and butler service that make a lasting impression, at Siam Kempinski, among its list of positive attributes, it is the In-Room Dining that makes a distinction for us. What is so special about their service? For starter, their warm and caring service is highly consistent . From the order taker on the phone, to the one doing the delivery, to the team member coming to do remove the trolley/tray, each and every one of them makes you feel warmly welcomed and happy to be of service.  In most instances for In-Room Dining at other properties, even when the service is remarkable, the ball tends to dropped when there is more than one employee encountered. It could be an order taker sounding lukewarm but the person delivering the meal is highly engaging and pleasant, or vice versa. Or that the first two contact persons left a wond...

Recently, I was at Singapore Changi Airport and I overheard the following conversation at Bengawan Solo, a popular confectionary with many branches locally and overseas.  Customer: Hi Auntie (this is a form of polite salutation for older females), is there any sliced pandan cake today? Seller: (looking grumpy) I don't have them this morning as I was so busy and didn't have time to cut. The full boxes there (pointing to a shelf behind her) are all waiting to be cut! Customer: Oh, I am looking for just one slice and if I don't mind waiting, may I have a box of four pieces? Seller: (looking grumpier) If you want, you will need to wait! Customer: Ok, thank you I will wait here then. (At cashier counter) Customer: Thank you, I'm glad to get a piece as I was longing for it before boarding my plane. Seller: (snappy with stern look) It's not that we don't have. I already said it was busy in the morning and had no time to cut! Reflective thoughts : Think of your...

This 5* property in Budapest belongs to one of Europe's most prominent and established hotel brands Sadly, the stay experience at this well-located hotel did not convey the luxury hospitality it purports to be. At check-in, I was surprised when we were not offered to be shown to the room, nor was rooming provided. (-1) I had crumpled my boarding pass in front of the receptionist and muttered to my husband that I would find a dustbin for it. However, there was a lack of intuition to assist me with that. (-1) The porter was very friendly. He mentioned some places may be closed on Boxing Day and recommended "our very good concierge". (+1) Concierge was competent and confident, but did not personalise the interaction nor come across as being warm and friendly. Besides, guest name was not used even when room number was obtained to make the restaurant booking. (-1). When we asked the Concierge if a particular restaurant was good, he replied sternly while looking somewhere behin...

This is a mini case review of an upmarket boutique hotel in Bangkok, Thailand. Arrival At check-in, the front desk was messy and other guests' personal details (names, credit card, home address, email address, etc.) are easily visible on the sheets and bills. (Minus 5) There was no tag placed on my luggage, which was left near the elevator without any staff looking over it. In the end, I picked up my own luggage without being stopped. I could have easily taken other guests' bags along too! (Minus 3) The elevators were rather dimmed and other guests commented they could hardly see the buttons. Your design vs guest's comfort? (Minus 1) The tissue box in the room - made of faux leather - was peeling off by the edges. Small details matter. (Minus 1) Service Bank : Withdrawal of 10 Reflective thoughts: What other factors can you work on to elevate the sense of security and making sure the guests feel well taken care of at point of arrival? Breakfast The hostess was on a call whe...

Many hotel employees handling the checking out process may see it as a transaction - ask about mini-bar consumption, print the bill, check the bill, settle the payment, offer soft copy of receipt, print the receipt, place in envelope and done!  Sadly, even in the luxury hotels, the check-out process seems to be a cookie-cutter and mundane process devoid of positive emotions on part of the employees. Those who know the standards will offer luggage assistance and transport. Even fewer would ask about the stay - in a genuine manner. The following is quite a common occurrence: Employee:         How was your stay? (while looking mostly at the screen) Guest:                  It was great! We enjoyed it very much and had a good time in (the city) too. Employee:         (hardly smiling) Thank (looking back at the screen) you. (typing rapidly at the keyboard) (Silence.........until employee a...

For most travellers, when we arrive at the hotel, we would like to get to our room as quickly as possible. Perhaps in some resorts with expansive space, and with the consent of the guests, they may enjoy a leisurely tour of the compounds before reaching their room or villa. Still, it remains a universal truth that we want to settle in as soon as possible. So please spare the guests the auto-scripted speech about all the outlets and their opening hours. The guests won't remember them all, I assure you. Perhaps breakfast timing matters a little more, although personally I have never found it critical.  Besides, most of such information are already provided either on the keycard cover or in the room (either printed or digitally on iPad/TV). Myself, I would rather hear about the insider's tip (e.g. "breakfast on weekends tend to be busier especially during 9 - 10am; recommendation (e.g. "do try our complimentary tea session tomorrow as it's only available Tuesday a...

During a project work trip with this well-known Leading Hotels of the World property in Thailand, I met a butler, Tour, who impressed me with her sense of creativity.  On the second day of my stay, I requested for a yoga mat and two 1-kg weights to be placed in the room so that I could do some stretches and light weight workout.  When I returned to the room in the late afternoon, I saw the the rolled up yoga mat and two foam blocks placed neatly in the living room. On the side table was a small wicker basket containing the "dumbbells" and a handwritten personalised note that reads: " Dear (guest name), Here are your 1kg dumbbells. Happy Exercise and have a nice day. "  As the resort only had a minimum of 5kg weights available and the team could not locate any 1kg dumbbell being sold nearby, Tour came up with the DIY weights made up of 500ml plastic bottles, sand and elastic bands. The two bottles were then neatly wrapped up with foil and the elastic bands a...

Anecdote from Tokyo, Japan: As we had a red-eye flight that evening, we left our luggage at the hotel after check-out and headed out to explore the city for several hours before heading to the airport. While we were already in the train heading to our lunch destination, my nephew realised he had left behind a new box of specialty chocolates in his room's mini bar. Eventually when we returned to the hotel in the evening to retrieve our luggage, we asked the porter if he could check on this item. The employee followed up right away by checking with the receptionist at the front desk, who then made a call to check on the necessary. Eventually, the porter came back with the good news that the Housekeeping attendant had found it earlier when clearing the room and now his colleague was retrieving the said item from Lost and Found.  Within 15 minutes since our first enquiry, the box of chocolates was brought to us in the lobby. My nephew was most pleased it back and commented on th...

I was at this incredibly gorgeous resort in Maldives several years ago, soon after its opening. I was asking myself: What do I remember about the stay? There are some obvious factors that make an everlasting impression: the private seaplane journey, the stunning resort architecture, the humongous size of the entry-level villas and its luxurious furnishings, the extensive wine list and cellar.....but these are the hardware. What about the software? With the help of journal entries taken back then, I tried recollecting what still stuck in my mind. Here goes: What I wished had been different: (These are withdrawal to the Service Bank ) No one cared about “Our Preferences” list which we were asked to fill in pre-arrival. (Then why bother to ask in the first place?) Majordome (i.e. butler): On several occasions, even when we were trying to engage with him, he didn’t seem to reciprocate. (Post-note: turned out that he thought we had wanted privacy. Still, he should have connected with our jo...

The friendly airport rep of Siam Kempinski Bangkok greeted the guest by name and a warm “Welcome back! It's good to see you again! ” ( Ahem , number of luggage pieces was not confirmed.) The employee informed that the car would take 5 minutes to reach and asked if the guest would like to use the restroom. With the intention of making some small change, the guest enquired if there was a convenience store nearby, to which he confirmed there was one right ahead on the right side and offered to show the way. The guest told him she would be quick and would leave her bags in his care, before rushing off. When the guest headed back the same way after the errand run, she saw two officers standing guard at the passage where she had came from earlier.  She had not realised it was a one-way traffic outwards, not inwards.  Just as the guest was starting to wonder (and feel slightly stressed) whether she could get back in, and if not, how she was going to make her way to meet the the airpo...

On their last evening at the Thai resort, the couple guest asked the Guest Service employee, who was driving them on the buggy back to their room, to send their latest bill that very night.  The guests wanted to have the time to go through it without rushing through during the morning check-out.   “If you or your colleague need more time to prepare the bill, you can slide it under our room door if it is late, say after 10pm .” the female guest said. “Certainly,” the employee assured. That evening, the guests did not receive the requested document before they went to bed but thought they would find the envelope under her door the next morning. At 6.30am soon after waking up, the guest went straight to the door and even opened it to look outside. However, the promised envelope was not there. After breakfast, the guests went to the reception to settle the check-out and remarked that the invoice was not sent to their room as requested the previous evening. The receptionist apolo...

These two random encounters were observed while I was out and about the week prior.  Incident 1: While taking the local train (MRT), I overheard a tourist asking two fellow passengers the directions to Chinatown. Tourist: We would like to get to Smith Street in Chinatown, where there are lots of local shops and eateries along the street. Should we get off at the Marina Bay station? Local: Ah, Lau Pa Sat has a lot of local food stalls too. Tourist: Is that in Chinatown? Local: It is.....not exactly there, but not very far. You can get off the next stop. Tourist: Thank you! ~ Comments:  I am not sure if the recommended Lau Pa Sat is what the tourist is looking for. We do not know the needs of the tourist, whether he needs to be at Smith Street for a specific purpose/s. Somehow, the local person assumed it was all about food, about having a selection of local food. Is he recommending it because it is much better than Smith Street - and if so, how different? Or is it because ...

Mr. Yem of Fusion Maia Resort in Danang, Vietnam, was warm and friendly from the first moment we met at the airport. He came across as a happy host rather than a typical hotel driver. He asked if he had pronounced our names correctly with a toothy grin and proceeded to help with our luggage. Along the journey, he asked about our country, and shared with us the climate difference across the country as well as the seasonality in this area. The conversation was informative without being overwhelming or tiresome (as some drivers tend to be). Mr. Yem was tuned-into our jovial mood and yet, still intuitively provided us with our own space and knew when to let us relax in silence.  Upon reaching the resort, he announced happily, "We have arrived! Welcome to Fusion Maia. We will take good care of your luggage and send them directly to your room."   The upbeat and sincere manner in which this was conveyed made us feel in good hands and put us in even better mood.  ~ After a pleasa...

In some Asian cities, it is relatively common for hotel guests to ask about tailor services to have a suit or shirt made, or their favourite outfit copied using different fabrics or colours. Due to the competitive nature of the tailoring business, many of them even offer on-site service for surrounding hotels, making it convenient for the hotel guests. Typically, a request to the concierge would go like this: Guest: Hello, do you have any recommendation for tailor shops around the hotel? Concierge: Certainly. We can arrange for them to come to the hotel too. The shop's name is ABC. Guest: Yes, please. Can you check with them if tomorrow at 3pm is alright? Concierge: Room 123 or 3pm tomorrow....(writing down). Certainly I will let them know and get back to you. *** What do you think of the above? Straight-forward and informative? Anticipatory and complete? Yes, the employee had offered assistance - but because it was asked. Yes, the employee was going to help check if 3pm the next...