Obsess over Customer Experience
First time Guest
Mr. and Mrs. Lo are a newlywed couple and first time to stay in Shangri-La. Amir, the bellman, assisted the couple at the check-in counter and found out that it was their first-time visiting the country. If you are Amir, how will you make the couple’s stay more exciting? Scenario:
Action:
Amir gave some brochures available at the concierge should they want to explore more of the place. He recommended for the couple to try some local delicacies available at the all-day dining of the hotel. Moreover, Amir highlighted the recommended safe places to visit and added that he can arrange a spa for both of them upon their return to the hotel.
Key Learning:
• We focus on the experience of every guest, highlighting our unique products inside the hotel and immersing them more within our key location. • Amir’s action of sharing his knowledge on recommended places to visit showed that we want our guests to enjoy a good life while they’re staying withus. • Amir also thought of possible places that are safe for guests and recommended a relaxing spa at the hotel that translates on being thoughtful to provide the Shangri-La guest experience always.
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