Great service is always appreciated. It is not every day that you run into a good service and I believe most people appreciate good service and remember it.
I for example, as a service oriented professional, am always on the lookout for good service and, always reword it with a letter or email and even write about it as you can see.
The truth is service quality made a giant leap last years’, especially due to the contribution of technology that made it possible to identify individuals, understand their preference, trace behavior and being able to communicate with them on their own terms and in their own format of communication.
Our expectations for good service took off just as fast and we have to admit we expect nothing less than good service in today’s business environment.
Service is a key success factor in many industries and especially in the traveling and hospitality sector. This sector, by the way is characterized by high expectations, low tolerance for errors and constant interfacing with clients.
Hilton hotel Warsaw
Allow me to share with you my last visit to Hilton Warsaw, Poland, where I experienced a service worth mentioning.
I visited Warsaw for a board of directors meeting and was happy to realize the Polish real estate market shows some positive recovery signs. There is still hope.
I choose the Hilton. I have never been there before, hence decided to give it a try.
I have requested a room with work space which I received. The room was big, comfortable and very well designed on a higher level than I expected. I am not a design freak, but it was simply beautiful to the level I have noticed it once walked in.
The room area was about 30-35 square meters and most customers immediately translate size to quality in this industry.
The hotel happens to accommodate the local Holmes Place health centre with a 25 meter long swimming pool. I just loved it.
A short while after arrival, I have received to my room some fruits and a local cake accompanied with a letter, signed by guest relation manager. Some hotels are doing that when they favor a guest. I did not expect that.
The next morning I missed breakfast and asked for a croissant and coffee at the hotel bar. I have received a giant coffee with few croissants. I am sure I was served more than I have ordered.
The crew of both the reception and concierge, were genuinely nice and pleasant, not the average corporate light smile produced by average customer service trainings, but a real care to guests’ requests. I got the feeling the crew was eager to assist me. I felt welcomed and comfortable while at the Hotel.
In general, the hotel would charge guests for usage of internet services, in my case they simply gave me a complementary code to use. At that point I suspected they were confusing me with someone else.
Since my flight was scheduled to leave at the evening, I needed to request a late check out. The receptionist didn’t hesitate and gave me five hours late checkout. No questions asked. I was impressed since the typical reply would be an hour or two after the usual checkout. The authority to approve such action was at the receptionist level.
When I left the Hilton Warsaw, I decided to write this post and analyze my satisfaction while at the hotel. Many hotels provide good service, but only few go the extra step and make you feel very wanted and welcomed.
Room design: a major component in overall satisfaction of a guest. In this hotel the room was wide, with one wall made of glass, located at the 20th floor and providing beautiful city panorama. A separate working zone contributed to the feeling of space and utility. The bathroom design was impressive and the room stereo system enabled me to connect my IPod via USB and listen to my music.
Service level: outstanding and genuine as mentioned before.
Location: the Hilton is located just off the real city centre and not next to the downtown area; however, the business traveler mostly prefers that over noisy surroundings.
Facilities: the hotel provides the high class usual facilities expected from five stars deluxe level, however, the additional Casino and the local Holmes Place centre gives it a an edge over other city hotels.
Pricing: the price is actually the good news here. With global crisis here to stay for a while, it looks as if the high class hotels are making efforts to make their rooms affordable. A double room at Hilton Warsaw would cost around 130 Euros per night in mid September, weekdays. Breakfast included. If booked in advance with no refund possibility, the price dives to 109 Euros per night. Prices for end of august are even below the 100 Euros. Crisis, indeed.
All in all, I refuse to assign my positive experience at the hotel to fortune or luck. It definitely looks as the result of managerial approach and efforts. Superficially, it appears as if this hotel is positively managed with affinity to design and customer care as main goal. It is encouraging realizing luxury hotels are striving for excellent service level rather than sinking into mediocrity in economy slow down.
To avoid misunderstanding, I should properly state here although being a travel professional, there are no special business relations between Hilton and my company. I bring my unbiased opinion here. However, after being there once, I will definitely be back.
David Dekel, CEO
Endeavour Enterprises N.V.