On my first evening, I visited the hotel bar on the ground floor.
The second evening, I went to its Rainbow Lounge located on the higher level. 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 customised martini. 💖💖💖💖💖
While preparing the drinks, the employee was engaging and asked about my other preferred drinks. He also spoke about the most requested drinks at this outlet and highlighted their special cocktails. 💖
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. This is intuitive service and also demonstrates empathy 💖💖💖.
At billing, the employee thanked and addressed me by name. 💖
Each time when guests departed from the lounge, a team member would escort them to the elevator to bid a sincere farewell. This is very gracious and hospitable. 💖💖💖
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. 💖
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?