Differently-abled Guest
Scenario:
Janine, a Sales colleague, successfully closed a corporate deal with a group of Engineers who will stay at Shangri-La Boracay. While talking to the contact person, the client said that one of the guest is differently abled in a wheelchair. If you are Janine, how will you act on this?
Action:
Janine first informed the team involved on the arrival of the group on this case. She coordinated and emailed all the parties from the port team, boat arrangement, to the hotel stand by for assistance. Janine also worked with the reservation team, making sure that the differently abled guest room is near the lift for easy access. From start to end, Janine checked all the small details for the group, called the coordinator for more assistance and promoted inclusivity for everyone.
Key Learning:
• The action by Janine showed how we take good care of our guests and not just closing a deal. • We go beyond by customising experience based on the needs of our customers. • Janine's prompt action, thoughtfulness and start-to-end thinking reflects how we put ourselves in the shoes of every guest who stays in our properties.
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