62. A Spontaneous Performance: Singing of National Anthem

During one of the annual incognito inspection at a top-notch luxury resort in Maldives, the inspector had a casual chat with the waiter by the ocean-facing restaurant. As it was the National Day holiday, the conversation centred around its significance and how the locals celebrated this day. 

The inspector then asked about the national anthem and its language. When the waiter learned that the guest had not heard the Maldivian anthem, he offered without hesitation to sing for him. Caught totally by surprise, the auditor said, "Sure!" Immediately, the waiter stood to attention, placed his right arm across his chest with fist closed, and belted out Qaumi Salaam…….

This employee aced the audit and was nominated as the Star Employee. He achieved the highest emotional engagement grading of “5” – making the guest feel indulged.

This was totally unscripted and the employee's spontaneous response was most precious.


Reflective thoughts: How can an ordinary conversation of local culture (or any topic) evolve into an unforgettable experience? Often, hotel staff ask the standard chat questions of where the guest is from, if it is their first time in the country, etc.. In fact, guests are often just as interested in learning more about the local culture. If guests do express interest, what would you or your team share that would make it an interesting takeaway or learning for them?

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