Every customer interaction matters.
Especially when staying at a @Forbestravelguide Five Star property, where customer expectations are at an all time high.
Over Spring Break my family had the opportunity to stay at a beautiful destination resort; the same week the property was awarded a coveted Five Star rating for the fourth consecutive year.
The rating was a huge reason why we selected the resort in the first place and the facilities, cleanliness and food were all outstanding. For the most part the service was too. But there were a few times we left scratching our heads and of course, I wanted to share some teachable moments, both good and bad.
Memorable Moments:
1) The bellman noticed our tennis bag upon arrival and proactively gestured towards the location of the courts.
2) On the second morning our breakfast server greeted us by name and remembered that my husband prefers his coffee black.
3) My daughter was given a photograph and a memento to remember a special grooming session she had with a prized miniature horse.
Opportunity for improvement:
1) The lunch hostess robotically and empathetically said there was a 45 minute wait for an outdoor table on the terrace both days when in fact there was a table turning over and she hadn’t bothered to check.
2) In advance of our stay, the concierge passed me along to three other resort departments to fact find and confirm reservations, rather than serve as our desired “one stop shop”
3) Staff communication broke down, when a housekeeper was never dispatched to our room to make up my daughter’s sofa bed while we were at dinner the first night.
Each of these moments – good and bad – will stay with us. It was a great reminder that it’s ultimately the people that make or break the experience and a great view, great amenities and great food can only take you so far, regardless of an excellent rating.