Small gestures of hospitality | What do you do for guests with a cold in your hotel?
Small gestures of hospitality | What do you do for guests with a cold in your hotel?
A blog by Marjolein van Spronsen about flu season. It is very inconvenient when part of your staff is sick, but it can also be challenging when you welcome guests who have a cold. How do you remain hospitable in those situations? And more about small gestures of hospitality and ‘random acts of kindness’.
This blog was previously published in Dutch at the website of the Van Spronsen & Partners Group.
2 minutes read
What a room service employee at the Waldorf Astoria Dubai did for guests with a cold
Recently we arrived in sunny Dubai with a cold and spent the first two days in our hotel room at the Waldorf Astoria. I could barely open my eyes because of my cold, while the sun was shining outside. The first evening, we ordered soup through room service. When the staff member noticed that we had a cold, he returned shortly afterward with a large pot of fresh ginger-lemon tea, a remedy he knew from his upbringing. After two evenings, we were able to enjoy the sunshine again!
Do you give your employees the freedom to create these kinds of small gestures of hospitality?
Great small gestures of hospitality
The event above made me think of the well-known marketing story of Ritz-Carlton on social media, that I regularly stumble across. You may know it: “Why Every Ritz-Carlton Employee Gets $2,000 to Make Guests Happy.” The foundation of this marketing approach is that every employee is empowered to spend up to $2,000 per guest to resolve issues or create unforgettable experiences. No bureaucratic approval processes, just pure, unfiltered empowerment to do what is right and build trust. A wonderful initiative!
However, reactions to the many posts about this topic suggest that this empowerment is not used very often. Still, I have read examples such as a forgotten laptop that was quickly and safely delivered back to the guest’s home, or small gifts from the hotel gift shop when staff learned that a guest was celebrating something special, and so on.
Another example of ‘random acts of kindness’
Another great example from the past: years ago, we took a family road trip through California. After checking in at the Fairmont San Francisco, we were surprised by one of the doormen as we were leaving the hotel. After asking about our plans, he suggested taking a ride in the hotel’s Rolls-Royce along Lombard Street. What an amazing experience!
He explained that the Rolls-Royce was not needed that day and that staff were given the freedom to surprise guests this way. During our stay, we saw several other surprised guests enjoying similar moments.
‘Random acts of kindness’, as they call them in America. These are the gestures that add a golden touch to a stay or holiday. And the foundation is simple: give your staff the trust and freedom to create these meaningful moments.
