Obsess over Customer Experience
Birthday Staycation
Scenario:
Fatin, CEPT Reservations colleague, received a booking inquiry for a weekend stay at the Golden Sands Resort. The guest mentioned that it's her mother's birthday on the second day of their stay. In this situation, what should Fatin do?
Action:
Fatin confirmed with the guest that there's a complimentary cake for the celebrant during their stay. The guest also asked if Fatin can assist her in buying and setting up a flower arrangement in their room which will be charged on her credit card. Fatin promptly sent the guest a list of available flowers that are available at the hotel that guests can buy. The guest was very happy with this arrangement. Fatin coordinated this birthday set-up and asked the Front Office team if they can also sing Happy Birthday to the celebrant on the second day of their stay. Key Learning: • We know how to host people to the colourful joys of life and add value to their stay with us. • Fatin's way of asking for more assistance for the guest shows that we want our guests to be happy with any surprise or gift for their family.
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