Service Bank Moments

What are some mention-worthy post-stay surprise you have received from a hotel after you have returned home? Here are some of examples: The mailman arrived with a rather large package from this Bangkok hotel: packets of tom yum paste presented in a woven pouch with recipes of the signature tom yam soup. (The guest had ordered this dish on two occasions during the hotel stay.)  Front office manager at a Japanese property emailed the guest to ask if she was feeling better. The guest had a high fever the day prior to checking out and had requested for a doctor. Email greeting from a Thai resort, with a photo of the butlers standing in front of the villa (in which the guest had stayed), holding several hand-drawn signages with messages such as   "We miss you (guest name)",   "Please come back soon", and "Have a lovely day in (country)!" A handwritten thank-you card, signed by various departments. A personalised email greeting on guest's birthday six months...

We arrived at Umaid Bhawan Palace in Jodhpur in late afternoon and was feeling a little peckish after two-hour plus car journey. Checking my mini-bar, I decided to open the small can of Pringles - sour cream flavour and soon finished its entire contents. In the evening, we had an incredible dinner experience at the Palace's exclusive pavilion in the midst of the lovely gardens and with panoramic sights of the city beyond. There was even a firework show for the guests! Everything from the weather, food and service were perfect.  The following day, we signed up for an experiential excursion to the beautiful sand dunes. We enjoyed a camel ride into the sunset and reached the amazing view point, where champagne and some beautifully-plated snacks awaited us. Our butler, Yogita, introduced the food items, and added, "Ms. (Name), I have also prepared your favourite Pringles, should you like to have some."  The fact that she had noticed this min...

At Okura Prestige Bangkok, I had asked for a teaspoon and was promptly presented with one placed on a serving tray. Next, I placed my vitamin tablet into a tall glass and filled it with lukewarm water from my pot.  As I awaited to stir the fizzy drink, the same employee returned with a longer spoon AND a stirrer on his tray. He had observed what I had needed the requested teaspoon for, and took the initiative to provide me with more suitable options.  Simply wonderful. ~ While taking the Uber ride in Paris, I started coughing and the driver asked if AC was too cold and if I would like him to adjust the position of the air vent. He also pointed out there was bottled water and mints to soothe the throat.  When I reached the destination, he thanked me for using Uber and wished me a speedy recovery.  I felt so well taken care of by this highly empathetic driver. ~ At Giraffe Manor in Kenya, the waiter informed us that a giraffe has just delivered its ...

At 5-star Forbes Travel Guide hotel in Hong Kong, I asked the concierge if he could help check if a particular boutique in Kowloon has a specific model and colour of wool cardigan available in size S. I asked if they could deliver the said item to the hotel at a separate charge, as I had a day packed with appointments and was departing the following morning. He repeated my request and I thanked him for assisting before stepping out of the hotel. I informed him I would be coming back in about four hours.  Upon my return later in the afternoon, the same concierge approached me to provide an update. While he was certainly helpful, he took quite a while to a) first recap my request again, as well as b) went through in details what he had done and c) said to the boutique.  I felt as if I was being kept in suspense before the grand finale.  I learned about the two calls he had made at 10am and 10.30am, before his third call at 10.45am was picked up. I knew all about how the sho...

The following took place during my trip to Chiangmai. It was early evening on a weekday and I was waiting for a taxi by the busy road. After almost 15 minutes without any luck, I decided to walk towards the intersection, hoping it would increase my chances of getting my ride. (There was no subway available and I did not have data roaming on my phone to call for a Grab car.) After about 50 metres, I saw a security guard by an old building which looked closed for the day. I asked in my conversational Thai if it was easy to get a taxi from there and lamented that I had been waiting for quite a while. The man, probably in his late fifties with a warm smile,  said this was the peak hour and taxis may be hard to come by. After ascertaining my destination, he said in a kind tone, "Don't worry, I will help you look for one" and promptly got up and walked towards the main road to flag at some approaching cabs, which all turned out to be occupied indeed. As he stood by the bu...

Here's a brief case review of the arrival and departure service encounters at this iconic Hong Kong property back in 2017, using the Service Bank Concept. Arrival/Check-in  Positive acknowledgement and eye contact by all the three team members behind the reception counter. (+2) After ascertaining that the guest was there on a leisure trip, the employee offered to recommend some key sights and dining places. (+1) The receptionist introduced his colleague by name, who would be escorting us to the room, and wished us a pleasant stay. (+1) Our selected choice of welcome drinks was promptly served in the room. This was more personalised than the one standard drink offered in most hotels. It was much appreciated that the selected beverage could be consumed in a leisurely manner within the comfort of our room. (+2) Porter asked the same question as the receptionist - if we were on business or leisure stay. This now made the question seem scripted and repetitive. (-1) The Wi-Fi was not com...

While in Tokyo, we had our hotel concierge help book this intimate restaurant - with only two sushi bar counters of about 6 to 8 seats each - located at Roppongi area. Approaching the entrance, we informed the host we had a reservation made by Imperial Hotel. Before I had the chance to provide our names, he immediately greeted us with a big smile,  "Ah, it's Mr. and Mrs. (name) ne?" His sense of readiness, warm welcome and personalised greeting impressed us. (Service Bank: +3) When my husband remarked that we had been here about two years back, the employee said graciously, "Thank you very much for coming back." His positive acknowledgement provided us with a sense of recognition. (Service Bank: +1)  After being shown to our seats at the sushi counter, the chef also extended his appreciation for our repeat visit. (Service Bank: +1) The rest of meal went by without a hitch - the service was seamless and the food was divine. We also had a brief yet pleasant conver...

Quite some years ago, while staying at The Sukhothai in Bangkok, I had encountered a receptionist who seemed rather aloof in the way she interacted with the guests before me.  When it came to my turn for check-in, I said cheerily, "Hello, I'm checking in under the name of (...).  It's nice to be back again." The lady did not respond or provided eye contact, but busied herself to retrieve my booking in the system.  Next, she confirmed my stay dates (but not my room category), and asked pointedly: "Do you want a small or a big room?"  I admitted I was rather taken aback, so sought to clarify, "Er...I'm sorry I don't understand. What do you mean?"  She repeated word for word, without further elaboration:  "Do you want a small or big room?" I said I just wanted the room I had booked, but I had forgotten the name of the room category. She responded with , "So you want a small room? Because if you pay just 1,500THB more per night, ...

The following occured during phone audits with various hotels and were heard on playback recordings: Encounter A While enquiring about this exclusive property in Maldives, the caller asked about the difference between the water villa and garden villa. The reservation agent first heaved a sigh, then proceeded to explain in a somewhat bored tone, "The water villa is over the waters, and the garden villa is in the garden." Next, the caller could be heard sounding exasperated, "Yes, I know, but can you tell me more?" Encounter B The employee assumed that the 7-year-old child will be sharing the king size bed with the parents. It was only much later when the caller learned that there was an extra charge for a rollaway bed. The caller opted for the bed set-up anyway as that is the preferred arrangement for the family.  Encounter C When the caller asked the reservation agent if they could book a hotel car for half-day tour on the second day of their stay, she was referred ...

When the call is dreary, the customer heaves a sigh of relief when he finally hangs up. It's like he's been released and now he's free. He feels as if he needs to open the window and take in some deep breaths of fresh air... On the other hand, when the call is handled well, the customer puts down the phone with a big smile and seems to walk with a spring in his step. He is full of positive anticipation for the upcoming stay.  Here are some "withdrawals" and "deposits" examples of phone reservation encounters with various hotels worldwide: Withdrawals of Service Bank : Sounding bored from greeting till farewell Being totally scripted and coming across as robotic or/and ungenuine Heavy breathing into the mouthpiece Asking caller questions one after another without acknowledging any of the response. It makes us feel like we are being interrogated by a strict immigration officer. Caller having to prompt several times for basic information such as the differe...

After having reviewed more than 100 spas on both professional and personal basis, here is a list  of pointers for spa service: That the welcome is genuinely warm, and that the receptionist is ready and aware of the scheduled appointments. No matter whether the therapist or receptionist, every team member is aware of small details such as the type of tea served that day (assuming the flavours change from day to day) If guest ticks off a health condition in the given questionnaire, this must be acknowledged and care is to be shown. If guest states he/she has migraine or high blood pressure, ask about them and inform what you would do differently during the treatment. Don't ignore what the guest had indicated. Still on the health form: using X to highlight body areas to avoid and O to indicate those to focus on in the outline of a human body form is the easiest.  Don't make the customer write out in the line field and then ask us what we had written.  (Idea: in a standalone ...