Obsess over Customer Experience
Power Cord
Scenario:
Mr. John and his family are staying in the hotel for 5 days. One morning, Kim, the F&B colleague, conversed with Mr. John and found out that Mr. John left his camera power cord, and he didn't have one for their trip. If you are Kim, how will you handle this?
Action:
Kim advised Mr. John that there's a store nearby which sells power cords for any gadgets or camera. For the meantime, Kim recommended that she would check with the team if there's any power cord available that Mr. John can use to charge his camera. Luckily, Kim got a spare power cord from the IT department and told her superior that she will coordinate for Mr. John to borrow it first. Mr. John was impressed on how Kim assisted her.
Key Learning:
• We engage with our guests to know their needs and how we can improve our service. In the case of Kim, she went beyond her duties as F&B and coordinated to find a spare power cord for Mr. John. • We never say "No" and we always provide options for our guests to make their stay comfortable. • Kim shared an information regarding a nearby gadget store and even coordinated to have Mr. John borrow a power cord that shows the act of being thoughtful in our actions.
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