A good gesture for a very nice guest (hotelier's life)
Its been how many days since he arrived in our hotel (Mr. Krishna). I will never forget how he bids goodbye to each one of us (staffs) before he will go back to his country (United States).
I knew him since he went to my area to bought sim card and a prepaid load. He ask me for a call card, unfortunately, I don't have one since I am just an employee, so what I did is I wrote my name on the call card. He said he love collecting call cards to the people he met around the world. Wow! I believe he'd seen my gestures more personalized than following the scripted service as a hotelier. Before he will depart the hotel, he went up to say goodbye to me, he even said "take care of yourself...", (I feel like I'm his daughter...). I ask him if when he is coming back, he said maybe next year...(and we talk a little) Then I bid him goodbye and said "take care Mr. Krishna, I hope to see you soon) and he ask me for a hug (how touching is that, I almost cry.)
Being a hotelier is crazy because you don't understand the other guest (there's always been complaining and there's always been nice too). It is a great privilege by serving them with love and care or make your service more personalized to them. And serve them by your heart. Separate your problems at home and at work, they're different. Once the guest is in front of you, be nice to them and smile (you're paid for it..) and they are paying for the 5 star hotel rates, they deserve to have a great service.
I never believed that the customer is always right. Nobody is perfect in this world. Its just sometimes the customer doesn't understand what are your company standards, that's why they scream at you even if they're not right anymore, you're just following rules. If you can't handle it, call your Manager. Don't be scared if the customer is looking for a manager, as long as you're following rules,that's fine.
That's a hotelier's life (crazy and fun!)
Thank you for reading!
I knew him since he went to my area to bought sim card and a prepaid load. He ask me for a call card, unfortunately, I don't have one since I am just an employee, so what I did is I wrote my name on the call card. He said he love collecting call cards to the people he met around the world. Wow! I believe he'd seen my gestures more personalized than following the scripted service as a hotelier. Before he will depart the hotel, he went up to say goodbye to me, he even said "take care of yourself...", (I feel like I'm his daughter...). I ask him if when he is coming back, he said maybe next year...(and we talk a little) Then I bid him goodbye and said "take care Mr. Krishna, I hope to see you soon) and he ask me for a hug (how touching is that, I almost cry.)
Being a hotelier is crazy because you don't understand the other guest (there's always been complaining and there's always been nice too). It is a great privilege by serving them with love and care or make your service more personalized to them. And serve them by your heart. Separate your problems at home and at work, they're different. Once the guest is in front of you, be nice to them and smile (you're paid for it..) and they are paying for the 5 star hotel rates, they deserve to have a great service.
I never believed that the customer is always right. Nobody is perfect in this world. Its just sometimes the customer doesn't understand what are your company standards, that's why they scream at you even if they're not right anymore, you're just following rules. If you can't handle it, call your Manager. Don't be scared if the customer is looking for a manager, as long as you're following rules,that's fine.
That's a hotelier's life (crazy and fun!)
photo courtesy: PINTEREST
Thank you for reading!
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