by Julie Perrine
I recently stayed at a Fairmont hotel while I was traveling. I was immediately impressed from the moment I was dropped off in the front of the hotel and the bell hop addressed me by name. How in the world did he know who I was when I hadn’t even introduced myself yet? He had quickly gathered my name from my luggage tags while I was still getting out of the car. It made an immediate impact and it got my visit at their hotel off to a very positive start.
But the positive first impressions didn’t stop there. When I got to the registration desk, the bell hop introduced me to the desk clerk by name as if I were his personal guest. He made sure I was carefully and politely passed off to the next person who could help me before he left the counter. The desk clerk was just as lovely addressing me by name and ensuring I knew several key things about the hotel and the conference I was attending so I would have a more enjoyable stay.
When I arrived in my room, the small refrigerator that I had called ahead to request was already in my room and ready for use. I was impressed because usually you have to call and remind the hotel staff at most hotels and they require several hours to cool down before they are ready for use.
As I reviewed the hotel materials in my room, I noticed a common phrase throughout their information – For Royal Service call x. XXXX. Royal Service? Hmmm. Was that a special type of room service? Did it cost extra? Or was that the explanation behind the most positive first impressions ever left upon me by hotel staff immediately upon my
arrival at a hotel? It was the latter.
What were the little things they did that made a BIG difference?
- They ALWAYS addressed me by my name. Every single time.
- They handled my requests almost immediately.
- They made me feel like a true guest – not just another customer.
- They made me feel like I was the most important guest who ever set foot in their front door.
- They didn’t make me feel like I was being a nuisance or a bother when I asked questions or made requests. I was their special guest.
- They gave me ROYAL SERVICE without being asked.
The Fairmont’s mission statement sums it up: Turning moments into memories for our guests. And genuine hospitality is achieved when engaging service and attention to detail elevate each stay into cherished memory. Mission accomplished.
As admins, we have the opportunity to provide ROYAL SERVICE for not only the executives and team members we support, but the customers and clients we interact with each and every day. As you pick up the phone to answer a call, do you provide royal service? When you are coordinating meetings with visiting guests, do they receive royal service? When you are working on projects with your executive or colleagues, do they get royal service?
If you’re looking for a way to stand out, be remembered, and have everyone you work with RAVE about you…provide ROYAL SERVICE. Every single time.
Share your tips on how you provide royal service by commenting below.