Do good
The Sick Guest
Scenario:
Mr. Lim, a regular guest at the hotel spa, was greeted by Karen, a Spa therapist, at the reception. She asked how his day was so far, to which the guest replied, "Thanks for checking. I’m good. I fell a little unwell, but I can still walk around". If you hear this from a guest, how will you respond?
Action:
Karen empathized with Mr. Lim by saying, "Sorry to hear that Mr. Lim. May I recommend for you to rest first in our lounge before you head to the room? I can also refer you to our hotel clinic.". The guest was touched and replied, "Oh I'm really good, but you're correct, I think I need to see the doctor first.". Karen assisted the guest to the clinic, adding that if he needs any more assistance, she's just around to monitor him because we value the health of our guests.
Key Learning:
• We empathise with our guests by actively listening to them. • Karen showed how we care for our guests – we care not only about their health but their over-all wellbeing. • We are always pro-active and do good in our actions, putting the safety of our guests as our utmost priority.
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