At a LHW hotel in Shanghai, I was informed that my room was not ready upon arrival as it was not the official check-in time yet. I showed understanding and asked about the approximate time when the room would be ready, so that I could better plan what I would do (and how far I would go) in the meanwhile. In a bid to pre-empt what the young team member would say, I stated that I knew they would take care of the luggage during the wait.
In response, the employee repeated the official check-in time and informed me that I could leave my luggage with them. (In terms of an actual audit, the key emotion for this encounter would have been rated as Frustrated.)
The employee clearly did not understand that all I just wanted to know was when the room would be ready, whether earlier or later. I was not demanding for a room right away. I felt completely ignored.
Right then, I knew that the inexperienced team member has not received much, if any, proper training. Rather, he was probably just regurgitating what he had been told to deliver in such a situation - as if there was a one-size-fits all answer.
Reflective thoughts: Simply telling guests that they can store their luggage while waiting for the room is hardly good enough. How can we demonstrate care and anticipatory service?