Our Guest Stories: THE JOURNEY
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teamwork MAKES THE DREAM WORK Novotel Sydney Darling Square, NSW
making LITTLE MOMENTS SPECIAL Novotel Queenstown Lakeside, New Zealand We were expecting Kristin, Jonny and four-year-old, Harry, to arrive the next day when we got a call from their friend, Aaron, giving us a heads up that little Harry had recently had surgery. It had been a particularly anxious time for his mum and dad, so we decided to prepare a very special welcome. We created a ‘breakfast in bed’ menu for their arrival, complete with mimosas, pancakes and ice-cream – something for everyone! Plus we popped a Polaroid camera in their room to capture memories while they were with us – mum and dad were blown away when they arrived!
I like to think of our team as bernaches – calm and graceful on the surface, but feet swimming so fast under the surface. And this is never more evident than when some of our Housekeeping team get sick – which means that rooms aren’t ready when guests want to check in – and one day we were behind by 16 rooms! So the whole team pulled together – Heartists from F&B, Sales, Revenue and Front Office, even those who weren’t even rostered on, all pitched in with a smile to get rooms serviced and ready for guests – while any early guests were well looked after with drinks by the team in The Pumphouse. Although it was hard work, it is so much more fun when we all work together!
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