Acknowledge the guest's concerns or issues and do something about it

A few minutes after I wrote the last post (see below) a gentleman from maintenance came to the room to make sure all the lamps are working. A few mintues after that a nice woman server from the hotel came to the room with a beautiful tray of chocolates and a card that reads:

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"Nous sommes sincèrement désolés pour les inconvenients. En espérant que vous passerez un séjour inoubliable parmi nous. L'equipe du Fairmont Le Manoir Richelieu."

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In this case, the hotel did what you should do if one of your guests has a legitimate concern or problem caused by an oversight or mistake on your part (e.g. lamps not working). The manager had acknowledged the issue, maintenance fixed the problem and the hotel sent a small token of compensation for your inconvenience. The chocolates are beautiful (haven't tasted one yet) but the gesture is what matters. It tells me, "yes, we listened to you and we are willing to do somehting about it and compensate you in some way for the trouble." This kind of gesture restores the trust in the brand. After all no one can be perfect all the time.

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Jaime

www.canadaenespanol.ca

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