Empire Hotel lobby

My 7-night stay at Brunei’s fabulous Empire Hotel began at the lobby door. The Manager on Duty greeted me by name as I entered the exquisite lobby. Quite a feat for a 450-room hotel.

At the front desk I was informed I’d have free Internet via DSL. “No wireless?” I asked. The clerk paused, then said, “Hold on a minute.” She made a quick phone call and came back with, “I’ve arranged to have a wireless router put in your room.” “Is there a charge for that?” “No charge.”

I’d begun to see why this is such a highly rated hotel.

Each of the 10 guest-room buildings has it’s own manager and conceirge. The manager greeted me at the building door and took me to my room. She said the router would be arriving shortly — I was impressed that the front desk must have called and informed her. In my room I noticed there was no clock, something I’ve found commonly absent from SE Asian rooms. I asked if they might have one in housekeeping. She called and was told they did not. She said if it was important, she’d send someone to town to buy one for the room!

Sunrise from my room

On the third day of my stay, she greeted me as I entered the building. She asked if I’d like a room with a better view than the partially obstructed third floor view I had overlooking the South China Sea. I love views, but was also tired from my long days and didn’t relish packing and moving. I asked if I could see the room first. She whisked me to the 6th floor with a room overlooking the breakers on the beach, which I love to hear. I said I would like to change, but was too tired to pack tonight so we could do it in the morning. She offered to come pack my belongings and move me!

I’d heard the hotel had a new General Manager who’d only arrived the prior week. I sent him an autographed copy of my Calming Upset Customers book as a welcome present. He called and invited me to tea. Our scheduled didn’t work out, but I did meet him briefly in the lobby. I noticed him then next day inspecting the breakfast buffet, and then talking with a manager in the lobby. It seems Mr. Acheson understands the value of managing by walking around!

There were many other ways this property’s staff showed they understood superior customer service. I look forward to returning there and experiencing more of their stellar service.

____________________

Remarkable Customer Service...And Disservice

If you’d like more examples of what makes outstanding service and how you can adapt the ideas to your organization, download your copy of Remarkable Customer Service…And Disservice today!