134. Small Gesture, Big Impact

At NH Leidseplein Hotel in Amsterdam, guests are offered a coupon for a hot beverage or small glass of wine/cocktail should they decide to skip Housekeeping services for the day. 

During the morning check-out, I returned the 3 unused coupons to the receptionist, who then asked if I would like to use it to have some coffee or tea. I thanked him, but informed I just had my cappuccino from the hotel restaurant. 

Evan the receptionist then asked, pointing to the coupons: "Is there anything you'd like with these?", to which I replied, "What could you offer?"  

He then asked what I would like and he would see what he could do. So I told him I was over at the lounge area writing some postcards with my niece and enquired if he could arrange for a plain croissant for her. He smiled and said he would give it a try. 

After quickly informing his colleague he was stepping away for a minute, Evan walked to the breakfast restaurant which was just adjacent to the reception counter. Moments later, he came back with a small plate of five different pastries for us. What a delight!

The fact that Evan went above and beyond his own functional role speaks volumes of his service aptitude. 

Service Bank: Deposit of 10 hearts 


Reflective thoughts: If the above had happened at your property, how would Evan be recognised internally? How can management be on the active lookout for such positive, exemplary behaviour? 

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