Remembering Preferences

Remembering guest preferences make them feel special, and make the service highly impressive.

Here are just few of the most delightful experiences I have had the honour and pleasure of encountering:

• Remembering the type of coffee you had ordered during breakfast the day before

• Remembering your food allergy/dislike from the last stay few years ago

• Remembering your favourite mock tail off-the-menu, and preparing this as welcome drink during the subsequent check-in three years later

• Remembering your preferred vegetables which were and still are not in the Room Service menu, but having them ready on standby during your subsequent stay, so that you can have it when you want.

• Remembering that the previous night, our table of 4 had ordered a bottle of wine but only 3 glasses were requested. The next night, when another bottle was ordered by the group, we were asked if it would be 3 or 4 glasses that evening.

• Noticing that you are a left-hander and adjusting the cutlery and coffee cup handles accordingly

To be able to do these, one is most probably super attentive, detail-oriented, and has an elephant memory. More importantly, it is about having the right mindset of wanting to make a positive difference and leave a lasting impression.

Service Bank: Minimum of 💖💖💖

Reflective thoughts: If your team was asked to come up with a list of top 10 non-intuitive gestures when dealing with guests/customers, what would the list look like? How can we plug in these service gaps?