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.
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!!
CHECK IT OUT
WHERE: Bangkok Marriott Marquis Queen’s Park, 199 Sukhumvit Soi 22, Klong Ton, Klongtoey, Bangkok 10110, Thailand
TEL: +66 (0) 2 059 5999
