Many hotels provide a standard welcome letter or card in the room during the guest’s arrival. Most do it with a generic “Dear Guest”, while a more personalised message will address the guest by their last name and the appropriate salutation.
At Mandarin Oriental Jakarta, apart from the personalised note, they also include a piece (or two, in fact) of random yet interesting fact. The one we received was:
“The average person walks about three times around the world in a lifetime while the elephant is the only mammal that can’t jump!”
How totally unexpected, refreshing and playful! Something so easily done, yet so memorable and unique. Besides, it helps put a smile on the guest’s face!
Service Bank: 💖💖💖
Reflective thoughts: Look at your service blueprint and review the entire service touchpoints.. How can you elevate the micro-moments to bring delight to your guests?