Obsess over Customer Experience
Room 1801 Preference
Scenario:
Maria has been working at Shangri-La Rasa Ria as a Housekeeping Room Attendant for 2 years already. For 3 consecutive days, Maria noticed that before she cleans the whole guestroom every morning, there's always a towel lying in front of the television and a yoga channel is being played in the TV at room number 1801 where Ms. Cruz is staying. In this situation, what should Maria do?
Action:
After cleaning the rooms for the day, Maria checked the room nights of Ms. Cruz and learned that she will be staying for 2 weeks at the hotel. Maria grabbed the chance and asked for permission from the hotel gym if there's a spare yoga mat that she can lend to the long staying guest. She put the yoga mat in room 1801 with a note saying, "Dear Ms. Cruz, Please use this mat to make your yoga exercise more comfortable during your stay with us. Thank you! -Maria" The guest was delighted and extended her sincere appreciation to Maria. Key Learning: • We know and understand our guests and each of their requirements. Maria's caring action towards Ms. Cruz showed how we always look for opportunities to help our guests and go beyond our duties. • Thinking of borrowing a yoga mat from the hotel gym and lending it to a guest shows obsession to our customer needs knowing that the guest will stay and paid for two weeks. • Maria followed the protocols and asked for permission first which reflected on guest satisfaction and personalising the overall experience.
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