This week our manager restarts to emphasize the importance of our service to the guests. She says every guest who spends hundreds of dollars per night wants the best service in our resort as a VIP. It is all about details, for example, our turn-down service is a small service, but we should make sure everything is clean once we enter the room and do this service; even if guests refuse our service, we should report to the base to avoid the complain from other guests later on. Furthermore, manager asks us a question, “what if guest would like to eat on 10:30pm and what kinds of places we can tell them to go?” She wants us to know every dinning place in our resort and the closing time so that we can provide correct information to everyone.
I am Yacht runner on Saturday, and I get a call to deliver an alarm clock to a room. When I go down base to ask a new one, I am told that I should check the one in the room to find the problems. Therefore I go to the guest’s room and find out that the iHome’s radio, the charger and the alarm clock are working very well, and I don’t understand why he calls us; however when I ask guest what is wrong with the iHome, he says the charger is slow! I really want to argue with him, “Excuse me, sir! It doesn’t the formal charger for the phone, it is just an iHome with other functions, the charger should be slow than the formal one!” Can I say this to my guest? I don’t think so. Based on what manager talks about guests’ satisfaction, I smile and ask him nicely if he prefers to change a new iHome, and then I get a good one for him from the warehouse. It is a very good practice for my patience.
