We don’t believe in guest service. We believe in guest DELIGHT.
Everybody in your hotel can deliver surprise and pleasure that will make guests return and bring their friends. Everybody, from the very top management to the dishwasher, is a powerful stakeholder in delivering on this promise.
A good story on Service Recovery shared by SatisFIND’s Operations Manager, Sarene, on her experience at Cafe Amici:
“I recently ate in Cafe Amici in Ayala Triangle. While enjoying their spinach ravioli, I unknowingly bit into a piece of plastic, which at first I thought was glass. So I quickly called a server and asked for the manager. When the manager came up I just opened up my palm and showed her the shards of broken plastic. She was quick to apologize and even assured me that she would write a report about it. She took out our plate immediately.
Things they did right:
1. A few seconds later, a server came up to us with the menu and asked if we could order something else because they were wary of the entire batch of ravioli being contaminated. (At the same time I saw the manager in the kitchen talking to the kitchen staff)
2. The manager asked for my name and contact details (not sure yet why, but I appreciate that they did that).
3. They gave me the chocolate cake in the photo.
From my experience and also because of my job, I realize that we are so quick to criticize and complain about customer service, especially in this age of social networking, but it is very rare that we take time out and praise a job well done. So this post is a shout out to the manager of Cafe Amici, Bianca, and her staff. They were pleasant, professional and quick-thinking. The kitchen staff even threw me back a thumbs up when I looked into the open kitchen. Yes, I did have an inconvenient experience because our ravioli was compromised, but because of the quick action taken, I did not leave that restaurant with a bad taste in my mouth, literally and figuratively. I hope Bianca’s efforts are rewarded because from the looks of it, she’s a really good manager!”
What’s your Story? We would love to hear about your customer experiences. If you have great (and not so great!) stories you would like to share with SatisFIND, you may email them at firstname.lastname@example.org
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Amazing guest service is made possible by combining rigorous standards and human compassion. Standards make the hotel work, so that hotel service can focus their energies in bringing the hotel’s brand promise to life. Be consistent, yet energetic, and go beyond guest satisfaction into guest delight.