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The Storyteller

A Monotonous Call to Hotel Operator

Feeling a little hungry after unpacking and feeling lazy to head out, I decided to check if the hotel's Italian restaurant was opened at this late hour. I pressed 0 on my room's phone to call the operator.


Me: Hi, may I know if (restaurant name) is still open for dinner?

Operator: No, it's not. 

Me: Erm....oh...

Me: ....Ok...

Me: Ok then...

Me: ....Thank you

Operator: You're welcome.

Me: Bye!

Operator: Have a good evening. 


I was expecting more information, any bit more. For an excellent service, team members could: a) provide alternatives (e.g. other outlets, Room Service or nearby eateries); b) inform of enquired outlet's operating hours; c) ask about my food preferences and recommend accordingly (this one is a big bonus!); d) offering to book for dinner.


Service Bank: Minus 1


Reflective thoughts: What do you think this operator sees his role as? Are there any other ways he could be more proactive as the hotel ambassador and make the guest feel warmly welcomed and informed?

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