68. Case Review: Arrival Experience at Brown's Hotel, London

This was a stay peppered with Service Hearts everywhere.....


Porter service

The porter asked as he helped with the bags and walked us to the reception, "Where did you come from today?" When we said we were in Geneva before, he followed up with, "How's the weather there? I hope it's better than the grey skies we have here at the moment!" Positive engagement without compromising on efficiency. We felt warmly welcomed right away. 💖

At right about the same time, I overheard another porter said in an upbeat, jovial manner to the little girl (probably around 4, 5 years old) as he helped her out of the taxi, "You are very well-dressed, young lady. Did you have a photo-shoot today?"💖

Even before entering the main door into the hotel, I felt I had arrived at a joyous and wonderful place...

Receptionist

During check-in, the receptionist acknowledged the background noise and informed us that they were having a Christmas event in the adjacent for families of the employees. Even though we weren't bothered the least bit by it, we appreciated that she did not choose to ignore the commotion. 

Besides, how lovely that the hotel celebrates the festive occasion by involving the team's families too, and not by relegating them to some windowless room in the basement for some unceremonious "festive celebration"! 💖

When I complimented the lobby's Christmas decoration, the receptionist informed that this year, it was a collaboration with Fortnum and Mason, and that they partner with different designers or shops each year. The information provided more insights than a mere "Thank you" and also demonstrated interest and product knowledge. 💖

Guest Service

While being escorted to the room, I requested for a small tube of superglue to be sent to the room. The employee asked if I was doing any DIY and said he would check with the concierge and if necessary, would head out to buy one for me. The natural conversation and willingness to help were very much appreciated. 💖💖💖

Eventually, the hotel recommended for one of their engineers to look at how he could help glue back the sole of my boots. When the person came to collect the items, he addressed us by name (with salutation of course) and thoughtfully enquired if there was a particular time I would like the boots to be returned by. Key emotion: Personalised and cared for 💖💖💖

Later in the day, after the boots were returned - all fixed and well! - we received a call from the Front Desk asking if we were satisfied with the resolution. Key emotion: Individual 💖💖

Service Bank: 12 x 💖


Reflective thoughts: What is your perception of the employees at this hotel? When your guests interact with your staff, what image is being projected? Is it the same as what is being perceived by the guests?

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