It’s sales kick off season which generally means I am in the air more that I am on the ground and in a hotel more often than at home. What a nice way to kick off the travel season then, with a 2 day trip to the Ritz Carleton Half Moon Bay. Here are the service lessons we can all learn:
1. The limo company (not owned by the Ritz but referred by them) calls the hotel when you are 10 minutes away. In that time, the hotel front desk staff had me checked in and a glass of wine poured. They had also called the event organizer to let them know I was arriving. The bell men were alerted and called me by name when they opened the car door (before they looked at my luggage tags), and I was in my room in 5 minutes.
2. Proactively, the hotel changed my limo pick up time back to the airport when they realized a mistake. They alerted me by telephone. A confirmation letter was slipped under the door.
3. All staff are trained in details about other departments. All staff are able to answer all questions about the hotel.
4. The room service staff set the table, suggested I take a seat, unrolled my cutlery and placed the napkin on my lap. They then pressed my coffee, and took away the “heat tray covers” so I could enjoy breakfast. They also brought warm steamed milk for my coffee.
The service is perfect. Not too intrusive and just the right amount of familiarity. I have already recommended this resort to family and friends. Not to mention…the views are stunning too!
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