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What is a golden rule of etiquette?

Dear partners,

In case some of you missed this Click magazine article about the importance of etiquette in hospitality, you can read it here: https://partner.booking.com/en-us/click-magazine/importance-etiquette-hospitality 

There is an interesting part in the article about “wowing” your guests. Philip Sykes from The British School of Etiquette describes it:

A friend of mine was formerly head butler at The Ritz in London, and was looking after a VIP guest. After this gentleman had departed for St Pancras station, the butler noticed that the guest had forgotten his credit card. Without even hesitating, he grabbed the card plus a silver salver [tray], and demanded another chauffeur take him to St Pancras the quickest way possible. The butler got there first and was at the Eurostar turnstiles when his guest arrived. He simply held up the salver and said “Sir, your credit card”. That to me is a ‘wow’”.

Have you ever given a “wow” experience like this to your guests? How did they respond? Please, tell us in the comments!

6 Replies

6
Isle of Wight …

One golden rule I have is to always smile.

So when a guest complains that they didn't know this, wasn't aware of that, I smile, and sympathetically point out that these things are all mentioned in our property descriptions on all OTAs, but while they are clearly visible on AirBnB / TripAdvisor / HomeAway, they are "hidden" by Booking.com and there's little or nothing we can do about the way Booking.com works ....

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22 days ago
9
M Adamopoulou

Hi Sergei and thanks for this article.

Yes, I did miss it. I liked it very much and I fully agree.  I always try to find a way to surprise and go beyond my guests expectations.


Last summer I had a very friendly family from Italy.  The whole family were museum lovers... They wanted to visit Acropolis and see a show. 

During the summertime it is impossible to find tickets for a show in Herodes  Attica theatre, everything is sold out  many days before.

When they told me that they wanted to see a show they only had two days left before leaving Greece.

This was a big challenge for me, we leave in a rural place, with no internet connection and some simple things are very hard... Yes I found them a fantastic show to attend and it was free...yes free. I got them four tickets and they just couldnt believe it...they kept on asking me...."how much do we have to pay". They loved the show and they loved me... 

Guests appreciate even smiling at them....they are on holidays and they want to have a great time....

 

 

 

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22 days ago
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Sergei - Commu…

Thank you for sharing this. I think it is really a good example of a "wow" experience! 

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22 days ago
9
M Adamopoulou

You are welcome!!! 

Nobody forced me to enter the hospitallity industry... so its my duty to go beyond and  meet my guests needs!!!

I treat my guests the way I would like to be treated!!!

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22 days ago
7
fluff

@M Adamopoulou

"I treat my guests the way I would like to be treated!!!"

Most definitely THE golden rule.

It can be easy to forget this, especially when faced with a less than happy or surly guest. Always remember guests have just completed a journey to arrive at your door and are probably tired and weary, they are not in their best spirits. 

The amount of guests that arrive like this but are then full-on friendly the next morning because they are grateful of your warm, understanding welcome they received, even if they didn't show it at the time.

It costs nothing to smile and be friendly and the trade is called "hospitality" after all.

 

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22 days ago
9
M Adamopoulou

fluff, it exactly how I see it.

Last summer  a young couple arrived to our property at 10 o’clock in the night. They were been driving for 16 hours to get to us and since we are in a rural area they were very frustrated because they thought that they had booked somewhere else near Athens!!! They started yelling at us and were very rude. We tried to calm them down and told them that they could sleep for the night and leave in the morning paying only for the night.

fluff, as you mentioned above, the next morning they were amazed with the house and the view and they apologized  a thousand times for their bad manners.

They stayed the whole week, they left us an excellent review and we have become friends...

My mom used to say...”You can accomplish by kindness what you cannot by harshness and force!!!”.

 I try to remember her words when facing difficult situations...

 

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21 days ago