Did you know that it is actually better for a company to deliver Four Diamond Service, rather than have its employees strive for Five Diamond Service and miss the mark?
A scenario from a recent family vacation illustrates this:
A bellman assisted us with our bags and once inside the room we realized that the pullout sleeper sofa wasn’t made up for our daughter for bedtime. The bellman asserted himself, promised to pass along the request, and said that while we were out at dinner it would be taken care of. Upon returning to our room, the sofa was still in the same condition, leaving us frustrated.
If the bellman had said, “please call housekeeping” we would have gladly done so, just prior to exiting the room for dinner. I feel confident that upon our return to the room, the sleeper sofa would have been ready.
Now, I’ll take it one step farther to really personalize the experience.
The hotel knew we were a family of 3 and we had booked a room with a king bed and a pull-out sleeper sofa. At check in, the guest service associate should have proactively asked if we needed the sofa made up and set the request in motion before we ever needed to ask.
Is your team striving to create memorable moments for customers every single day?