My name is Cesar and I work at the Security Department at the Hilton Mexico City Reforma. I want to tell you a service story that happened on my beautiful hotel. In July I was assigned to the lobby area, where, next to the main door, we have our lobby bar (they are the experts in national and international cocktails).
An upset guest with two other people approached me, and asked "Why is the lobby bar closed?". He mentioned that they wanted to discuss some stressful business issues with his partners, and that he couldn't wait one hour till the bar opened.
I offered him one of our restaurants, but he refused. I called my supervisor to inform a "guest support issue" (at the Security Deparment, we always help every guest who needs it, we empathize, smile and make them valued and feel at home).
I told the guest that I would personally assist him in the bar till the people in charge arrived. I sat tem on a bar table, took his order (a beer, a coffee, a soft drink and a bottle of water), and I turned on the ambience lights and put some music. I explained the situation to Room Service and they helped me with the order.
The guest told me to stay close.
After requesting other orders, and now with a big smile on his face and a friendly tone of voice, he thanked me for taking care of him and his guests.
I feel that sometimes helping a guest can scare us, specially when their attitude is not positive, but thanks to the trainings we participate at the Hilton, and our great attitude, it ALWAYS turns out good.
Several days later, I received a comment card written by that guest, saying "Thank you, even though I was very rude, you helped me with everything I needed". Maybe the people who read this comment card had no idea what this meant, but personally, I felt really gratified and proud.
No comments:
Post a Comment