Originally Posted by
lost_in_translation
Above all, I’d say it’s about staff feeling like they can take initiative to make your stay better, not feeling like they have to follow rigid rules.
This comes down to the hotel brand.
FS believes in ‘the Golden Rule’ of treating others as you wish to be treated.
PH SYD used to allow staff to spend up to $1,000 to fix a guest issue. I don’t know if it’s current practice, but it started when housekeeping accidentally bleached a fur coat of a guest who was going to the Opera. The Concierge swiftly took her to David Jones where she purchased a new coat paid for the by the property (and much more than $1k).
Management have to empower staff for them to take initiative otherwise their hands are tied.