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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. ๐Ÿ’–


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. ๐Ÿ’–๐Ÿ’–๐Ÿ’–๐Ÿ’–๐Ÿ’–


He was engaging when he asked about my other preferred drinks and shared the common cocktails that were most requested at this outlet. ๐Ÿ’–


When I declined the bar snacks, I was offered an alternative of mini chocolate slabs.๐Ÿ’–


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. ๐Ÿ’–๐Ÿ’–๐Ÿ’–.


At billing, the employee thanked me and addressed me by name. ๐Ÿ’–


When guests departed, a team member would escort to the elevator to bid a sincere farewell. ๐Ÿ’–๐Ÿ’–๐Ÿ’–


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. ๐Ÿ’–


Total Service Bank: 16 x ๐Ÿ’–


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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