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  • The Storyteller

Case Review: Attentive Service at Rainbow Lounge, Imperial Hotel Osaka

On my first evening, I visited the hotel bar on the ground floor.

The second evening, I went to its Rainbow Lounge. On arrival, the employee warmly welcomed me and asked if I have had my dinner. 💖

The bartender showed ready knowledge that I had asked about a coriander cocktail the evening prior, and offered to get this ingredient from their Chinese restaurant to prepare my specially-requested martini. 💖💖💖💖💖

He was engaging when he asked about my other preferred drinks and shared the common cocktails that were most requested at this outlet. 💖

When I declined the bar snacks, I was offered an alternative of mini chocolate slabs.💖

Later on, when the big group nearby was rather noisy, the employee apologised for the noise and showed interest in my comfort, offering to change seats should I desire. 💖💖💖.

At billing, the employee thanked me and addressed me by name. 💖

When guests departed, a team member would escort to the elevator to bid a sincere farewell. 💖💖💖

While we waited for the elevator, I asked casually if the bar on the ground floor was busy tonight. The employee said he was not sure, but offered to check and make a booking for me. 💖

Total Service Bank: 16 x 💖

Reflective thoughts: Note the seamless communication between the two outlets, allowing for an impressive service delivery. What specific inter and intra-departmental communication you would like to improve, in order to create a win-win-win situation? What do you need to do to make that happen?

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