118. Case Review: Arrival and Dining Experience

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 when we arrived, but she acknowledged us with a ready smile and positive eye contact. (Plus 1)

  • Employee showed care by asking if the sunlight was "not too much" in my face when we first sat down at the table. (Plus 1)

Service Bank: Deposit of 2


Reflective thoughts: Even during busy moments, it is still important to acknowledge waiting guests. How does your team/work place attempt to shorten the perceived waiting time during breakfast? Think of another new idea.

Dinner

  • The starter of carpaccio was still slightly frozen when served (Minus 1). 

    After we informed the waitress, the Chef came out right away to apologise and he offered to change to another fresh dish of the same or to a different starter. (Plus 1)

  • When the same starter was ordered, the chef came by specially to check on our satisfaction after the dish was served. (Plus 1)

Service Bank: Deposit of 1


Reflective thoughts: A good service recovery is relevant and heartfelt. It's not all about giving complimentary benefits. In the above example, the chef turned the situation around and helped add further hearts to the service bank with his sense of accountability and ownership. 

Review your department's top 3 complaints - what can you or the team do to prevent or reduce it from reoccurring? How can your recovery be further improved?

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