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My priority is YOU
Last year I was taken to Bali to do ‘think tank’ sessions with the General Managers and Marketing Managers of the Swiss Belhotel Group (see http://www.swiss-belhotel.com/) As part of one of the sessions we had a competition to develop a ‘service motto’ for the group. Jan Hilhorst, from the Swiss Belhotel Hanoi Horison Hotel, won the competition with the magnificently simple “My priority is YOU.” See http://www.piccybank.com/11/MyPriority.html
Recently Gavin Faull, the President of Swiss Belhotel, forwarded me a thank you letter from a guest at Swiss Belhotel Hotel Ciputra, Djkarta, Indonesia. Among the many things the guest praised she particularly noted how the staff had gone to great lengths to have her young son (who is at school in Djkarta) taken to the airport to say ‘goodbye’ to his Mum and then accompanied back to the school.
“I know that’s not part of their job.” the guest wrote “But, as a mother you have no idea what that meant to me. I don't know how to put my deepest gratitude into words and thank the front desk manager and Mr. Sukadianto for their utmost in personal dedication. I certainly was ‘their’ priority and I appreciated it.”
“My priority is YOU sure is working, Max” wrote the President.
And so I ask “What’s your service motto?” Please write and tell me.
Have a WOW week.
Max Hitchins - The Hospitality Doctor - with Secrets, Tips, Tonics and Remedies to fill your Rooms, Restaurants and Bars - http://www.HospitalityDoctor.com
PS. Many years ago my Mum taught me when you make service your first priority and not success...success usually follows.
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