Obsess over Customer Experience
Breakfast Experience
Scenario:
Every morning, Chef James of the Horizon Lounge would prepare and replenish the food items for the Horizon club members and guests. He noticed, as early as 8:00am, that the strawberry yogurt was already consumed. He also remembered that one of the long staying guests, Mr. Chris, only eats strawberry yogurt for breakfast. If you are Chef James, what will be your action?
Action:
James went down to other kitchen and outlets to check if there's any strawberry yogurt that can be transferred to the Horizon Lounge. Luckily, one outlet had a spare stock which they gave to James. He immediately returned to the Horizon floor and set up the yogurt. Just in time, Mr. Chris arrived and enjoyed his favorite breakfast.
Key Learning:
• We always look to find new ways to delight our guests. • On the case of Chef James, he immediately found a solution for the short yogurt stock, thinking about his regular guests at the Horizon lounge. • Chef James displayed how we should always strive to be proactive in all our actions and how we should always put our guests’ preferences in our priority.
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