September 28, 2016

The secret to extraordinary guest service.

Two years ago, Sandra the housekeeper at the Delta Halifax in Nova Scotia stole my heart and forever sealed my loyalty to that hotel.  I thought the happily-ever-after story ended there…but I was wrong.  It gets better.

Since that famous visit (the blog post about it was read/shared more than 100,000 times), I’ve returned to the Delta Halifax often.  And given the widespread recognition of the story, it’s not surprising that many of the staff there know me, or at least know who I am.  I treasure the bond that we’ve forged, and their extraordinary guest service has remained intact on each visit.

The guest in me revels in that consistency.  But the hospitality business counselor in me realizes that the stakes are getting higher and higher with each stay.  Can they keep hitting the mark EVERY SINGLE TIME?  Surely, they’re bound to be off their service game at some point.  What’s going to happen to this magical bond between us when they disappoint me for the first time?  What’s going to happen when they fail?

Happily, on my most recent visit, I learned that The Delta Halifax will NEVER fail at delivering extraordinary guest service.  I discovered their foolproof secret, and here it is:

After a grueling five-hour drive, I arrived at the hotel at 9:30pm…parked right in front of the door, flew out of the car, ran past the front desk agent, said nothing but “Hi, I need the ladies room before I can check in,” and then scooted out of sight.  When I returned to the front desk, the agent (who I didn’t know) had my room keys ready and said, “Welcome back, Ms. Miranda…we have you in Sandra’s section, and will you be needing assistance with your bags before we park your car?”

I didn’t ask how she knew who I was.  Perhaps I was the last check-in that evening.  Maybe they have a photo of me in my guest profile.  Who cares?  I was just grateful for the friendly expediency and headed back outside to deal with luggage and car.

The young bellman gent who shepherded me (and seven large bags and boxes) to my room was also unfamiliar to me, though he too also seemed to know me.  While chatting, I asked how long he’s been working there.  Answer:  three weeks.  After he got me settled into the room, I asked him if I needed a valet ticket for my car.  Answer:  “No worries, Ms. Miranda, we know who you are…just call down when you’re ready for the car and we’ll bring it around.”

I couldn’t hold back any longer.  I said, “You just started three weeks ago…how on earth do you know who I am?”

Answer:  “Are you kidding?  You’re a legend here.  I learned about your pillow story during my orientation, and everyone who works here gets excited when you’re coming back.”  Cue mouth agape and slight sting of happy tears on my part.

But wait.  There’s more.

I gave him a $25 tip when he left my room…that was a lot of heavy baggage AND he parked my car.  A minute later, he knocked on my door to give the 20 back because he thought I mistakenly gave him the wrong bill.  Seriously.  I almost gave him ANOTHER 20, just for being adorable.

Adorable gent gone, I surveyed the room.  Yes, my special towel-pillow was there, with a welcome note from Sandra.  And this time, she upped her game, surrounding my complimentary bottle of water with hearts that she hand cut out of paper water coasters.

fullsizerender-8Life was good.  I was home.

But now I was curious.  Was it JUST me?  It seems that my blog post had earned the hotel some measure of recognition among its peers and corporate office, and Sandra was certainly given praise for her role in the famous pillow story.  But was everyone in this hotel extra nice and helpful to me just because I got them positive attention?  I needed to know.

So the next day, I sat and observed…at the restaurant, in the lobby, outside on the benches.  I watched every single staff member interact with guests at various points throughout the day.  And guess what?  It’s not just me.  They may not know everyone’s name or face, but good heavens…they are THAT NICE AND HELPFUL to everyone.  I saw anticipatory, gracious, and extraordinary service at every touch point – servers, bell staff, maintenance dudes, front desk team, executives walking around…every interaction, with every person.

How was this possible?  The Delta Halifax is NOT a small hotel.  But surely they can’t have simply hired every amazing person in the city?  And surely they can’t just hand out a training manual and teach people good judgment on how to be gracious without being annoying?  If that were possible, then every hotel in the world would be a giant bundle of amazingness.

And then, upon reflection, it hit me.  It’s pride.  Staff at the Delta Halifax are instilled with a sense of pride in the hotel, and in each other.  They enjoy nurturing the hotel’s stellar reputation, and they conspire together to make guests happy.  They care deeply – collectively and as individuals – that guests are made to feel welcomed, special, and loved.  And…here’s the best part:  it’s genuine.  They don’t just act it.  They FEEL it.

Yes, there’s a Delta employee training manual.  And yes, there are workshops, brand standards, performance reviews and all that jazz.  But let me tell you something, folks:  you can’t teach pride. 

Full honors go to the executive team at the Delta Halifax for fostering that culture, because this type of environment can ONLY exist if the management team encourages it, shapes it, rewards it, and reclaims it when it goes astray.

Hospitality managers everywhere…here’s what you can learn from this story.  If your guest service isn’t extraordinary, find out why your employees aren’t taking pride in your organization and fix it.  Why should they love working for you?  Why should they care?  What are you trying to achieve together for your guests?  Fix that, and I guarantee you, all your guest service issues will go away.

Delta Halifax…I take my hat off to you.  You have my loyalty as a guest, and my respect as a hospitality business counselor.  I don’t know exactly how you instill that sense of pride in your staff, but you know what?  I don’t want to know.  Keep that part of your secret, and I’ll just keep coming back to enjoy the magic.

PS:  On the second morning of my stay, the server at breakfast automatically brought me cream with my coffee because she remembered I asked for it on the first day.  Just sayin’.

One thought on “The secret to extraordinary guest service.

  1. This is one of the most touching and extraordinary blogs of all time. I loved reading about it. It makes you feel so good to know that there really are some people out there who really care from their hearts about how to treat guests and make them feel so welcomed. Sandra definitely goes above and beyond the call of duty. What a nice thing to look forward to when you arrive at the hotel. You must feel very “special”, to say the least.

    It definitely says a lot for the training of the entire staff, and in today’s times, that is not an easy task. Bravo to the Delta Halifax!!!

    P.S. After Cape May, we’re canceling our trip to Montauk and are going to the Delta Halifax!!! J J J J