EXCELLENCE IS… Series Part 6c

by Egi Gaisie

Everybody likes pleasant surprises. They are the ‘bonus points’ of service. Most of them come as little unexpected touches, yet they go a long way to put our guests in a better mood and give them reasons to come back and/or recommend our facilities. I’m not referring to the ‘WOW’ experiences of guests; that will require a whole article in itself … I love creating those experiences!

What are your thoughts? That perhaps we should not be talking about ‘bonus points’ when we haven’t quite got our services consistently right?

I do miss the art of perfect table settings (such as above), when I visit our hotel restaurants. For far too long, all breakfasts and lunches are generally set up as buffets and you find our dining tables, literally ‘bare’. Below is a teaser.

Can you spot which of the above coffee-cup(s), A, B and C are well placed?

The promise last week was to continue the series Excellence is…in the details with what I call ‘bonus points’.

Here is a checklist you may consider. They are not in any particular order.

  • Remembering guests/customers likes and dislikes.
  • Consistency in providing attentive and respectful service.
  • Making a ‘big deal’ of special occasions.
  • Prompt resolution of complaints.
  • Full length mirrors in ladies washrooms.
  • Sparkling clean washrooms.
  • Knowledgeable suggestions by service personnel.
  • Anticipation of guest’s/customer’s needs.
  • Placing the coffee cup handle at 4:00 position (refer to image C above).
  • Extra napkins for gentlemen with beards or mustaches.
  • Smaller portions at smaller prices.
  • Interesting flower arrangements.
  • Freshly squeezed juices.

Being detail-oriented requires more time and effort, but it is beneficial.

As detail-oriented persons, we must keep working on our attention to detail skills constantly. Here is a link of a clip; God is in the details (enjoy it).

God, indeed, is in the details!

Riddle for the week: Give it food and it will live; give it water and it will die.

Solution to last week’s riddle: What question can you never answer “yes” to?

Are you asleep?

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