http://www.flyertalk.com/forum/luxur...odays-wsj.html >
Originally Posted by
Blumie
asked three times within 10 minutes of walking in the door, "So where are you coming in from today?" And two of the three times were by the same person within a three-minute span. (The front desk clerk asked the question as I was handing her my credit card, and then asked again as she handed it back.)
they train (or at least used to train) their employees to say "My pleasure" instead of "You're welcome" anytime you thank them for anything. Maybe it's just me, but I prefer to deal with human beings capable of conversing on the fly, rather than pre-programmed robots.
(I'd love to see the Ritz Carlton Marina del Rey getting their elevators up and operating rather than focusing on where their guests are coming from. I don't remember the last time all three of the hotel's guest room elevators were working. At least this time two of the three were working; last visit it was just one.)
I just noticed the today's Wall Street Journal features an article entited "Checking In? Hidden Ways Hotels Court Guests Faster," which discusses, among other things, how many hotels are training staff members to be able to better read guests as they walk in the door and to attempt to adjust their interaction accordingly. I recognize that that's a tall task to ask of a hotel's staff -- to be able to accurately read a guests demeanor -- but in my mind it has to be preferable to the automatons at the Ritz.
exactly what i just posted about
btw 2 RC docs >
http://corporate.ritzcarlton.com/NR/...0/rcappsum.pdf
http://www.scribd.com/doc/61788953/T...arlton-2-Final
vs FS >
http://jobs.fourseasons.com/workinga...ce_Talbott.pdf
onto WSJ >
http://online.wsj.com/article/SB1000...375500872.html
Dazzle guests during the first, crucial 15 minutes of their stay—or at least avoid annoying them...Sending complimentary cups of tea to people who say they have a cold...prettying up lobbies—and even driveways—to...make them easier to navigate
good so far
Affinia, has hired a body-language expert to train employees how to read travelers' moods to help figure out the best greeting approach...half-day body-language-training sessions last summer to help them, in part, deal with grumpy customers. The training, run by Patti Wood, an expert with clients ranging from law enforcement to celebrity magazines, offered tips such as: When talking to a frustrated man, stand to his side. With a woman, talk face to face. "Men go to war face to face," she explains. "A man will feel less combative if you show your cheek."
i look forward to telling someone that they dont need to use behavioral techniques on me
Trump hotel in Toronto...While escorting guests to their rooms, "I really try to think of funny things to say within the first five seconds," says bellman Joshua Schwartz. "If you're from Chicago, I'll say 'Did you bring me a deep dish pizza?'
lets hope this lacks completeness/context...
A prior visit could have been with a previous girlfriend, for example, or a mistress. "You don't always say, 'Welcome back Mr. and Mrs.,' " says Mark Harmon, chief executive of Auberge Resorts, a collection of nine properties. "You have to be careful."
makes me think of >
Originally Posted by
Kagehitokiri
ensuring there are no obvious turnoffs, like hairs in the bathroom or stains on the towels, subtler signs can signal a room isn't quite pristine. Lopsided lamp shades, crooked desk pads and magazines askew on coffee tables are no-no's for the housekeepers at the Ritz-Carlton, Toronto, a 14-month-old, 267-room, luxury hotel. "That sends a signal to the guest that something is not quite right and maybe the room is not so clean either," says Tim Terceira, the hotel's general manager.
attention to detail is good, but only commit to what you can accomplish, because its far worse to over promise and under deliver
Peninsula Chicago, children are welcomed to rooms with...martini glasses filled with gummy bears
If employees at the Peninsula Chicago see a tweet from a hotel guest, they'll try to give the person a box of chocolates
not sure how i feel about that (as someone who doesnt social network)
hallways at the Gramercy Park Hotel, for instance, motion-sensor devices trigger machines to emit a puff of a sandalwood and cedar fragrance.
still bad, but better than putting in air system?
HAH! i wrote that before reading this final part >
Trump in Chicago, the hotel tried pumping a scent into its lobby. But after two or three weeks, he yanked it. While many guests liked the smell, Mr. Damelincourt [now GM trump toronto] says, some complained, saying "it stinks."
well done! ^^