Tuesday, June 6, 2017
THE CONCIERGE THAT STOLE MY HEART
There must be something about Marriott and absolutely brilliant Concierge services. My first encounter was at the Renaissance Powai in Mumbai with Anthony Arockinadan, the Navigation Desk Manager a few years ago who’s also won an Award for his excellent service and we even covered him on our YouTube Channel ‘EatStayChill’ ( you can later go on to the link and watch the video).
And recently during my stay at the Marriott Marquis in Bangkok I had another chance example of an unforgettable customer service win.
Please be warned…. this service story will tug at your heartstrings.
So my daughter Akanksha and I wanted to go to a store which sold chef coats and aprons, the address of which we had found online and later in the evening to dine at Suhring. We went to the concierge desk and this girl called ‘Super’ with the most gorgeous smile in the world took out google maps for us, best way to reach etc to save maximum time and finally called for a taxi to take us to our first stop, as she was explaining the way to our cab driver, she heard thunderstorms and immediately got us two umbrellas, just in case it began to pour.
We bid her a bye and happily drove past; a few seconds later, it started raining cats and dogs and we decided to change our plan, got off the cab and went in for a foot massage instead. When the rain stopped, we got back to the hotel and bump into ‘Super’ and she was like ‘How are you guys? Hope all well? I called at the store to check if you both had reached and I was really worried for you when they told me you haven’t’ (We were not carrying phones that worked or she would have called us). We told her the scenario and went back to the room to dress and change for our dinner at Suhring.The moment Super saw we were at the lobby and ready to go, she suggested ‘Being traffic time, the best suggestion is by the Sky train’ and she had a step by step map ready in English and Thai (in her beautiful handwriting) just in case we lost our way. And as we left, she said, ‘You are checking out late afternoon, give the store another try in the morning’.
We reached Suhring so easily thanks to Super, and guess what when we reached our Hotel room that night, there was a map to the store from Super and a message reading ‘Give it another try’ with a smiley. And of course we decided to give the store another try the next morning.
Post breakfast with the map in our hand as we moved towards the lobby, Super with her infectious smile greeted us and boarded us in a cab. We reached rather quickly as there was hardly any traffic at that time. Moments later as we were selecting, we heard the store manager receive a call from Super to know we had reached all fine.
And as we left the hotel that afternoon and bid Super and her colleague Oak a goodbye, it was like leaving behind a part of the family.Truly People want to deal with other people and we seek human to human engagement. Our engagement with Super was such a personalized experience. Super could have easily given us directions or just a city map and circled places on it like most hotel concierge do, but she went the extra mile. It’s rare to come across people who do their work out of passion. With Super it was a relationship that extended beyond expectations and one that has led to such a memorable experience. ..Super you are Super! Kudos!!