121. Consistently Amazing Service: Siam Kempinski In-Room Dining

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 wonderfully positive impression but the employee doing the clearance appears moody and hardly acknowledges the guests. All these make the guests feel a tinge of uncertainty (and dare I say anxiety for some) as how good the service they will receive depends on who they will get.

Smartly dressed in their crisp uniforms and with an ever-present genuine smile, the In-Room Dining team at Siam Kempinski would extend small kind gestures - be it offering to clear your laundry bag or arrange for wake-up call, even though technically, these are performed by other departments. To me, they are gracious hosts - not "just an employee" - who are truly committed to making sure your stay with them is exceptional.

When they learnt that we were leaving for the airport in the evening as we had a late flight, they prepared a takeout box of my favourite noodle dish and some sandwich for my husband. The team had timed it well and left the well-presented hotel paper bag with the Front Desk team so that they could hand it to us during check out. Condiments, paper napkin, cutlery were all thoughtfully included, along with a hand-drawn card from the department. How anticipatory and highly personalised is that!

Recently, I returned to the hotel after about 1.5 years. Amazingly, the team members still remember first-hand the ingredients I do not like in my noodles. The order taker also excitedly shared that they now have morning glory in the menu and recalled that I had ordered this (off-menu) previously.

I feel totally pampered by them.....THANK YOU!


Reflective thoughts: What are contributing factors for a consistently high-performing team in which every team member has the sense of ownership and commitment to service excellence? What would cause things to fall through the cracks?

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