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« 丽思卡尔顿之社区公益活动故事 - Community Footprints Wow Story from Ritz-Carlton | Main | 我的丽思卡尔顿成长之旅 My Career Journey at The Ritz-Carlton »

06/06/2013

丽思卡尔顿之优质服务故事——A Wow Story of Service Excellence

来自三亚丽思卡尔顿酒店的团队合作——Perfect Teamwork from The Ritz-Carlton, Sanya

       月初,潘太太在三亚丽思卡尔顿度过了一个完美的假期。离店的那天早上, 她发现她的香奈儿的钱包不见了,里面有20多张银行卡,支票和其他贵重物品。她想起前一天晚上她还带着包包去了海边餐厅,于是立刻去到了海边餐厅寻求帮助。防损部主管Gary Wang接到报告后即刻赶到了现场开始了侦查。可是,当时并没有找到。潘太太很失落,但是由于航班的原因不得不带着遗憾离开。Gary感受到了客人的失落和钱包的重要性,他将此事上报给防损部总监William Wang。 William和另外一位防损部主管Owen加入到侦查小组,一起回顾了所有的细节,并采取了一些比较特殊的调查方法。功夫不负有心人,经过好几个小时的寻找,一个黑色的香奈儿包在海边餐厅的绿化带里被发现了。当潘太太接到电话,被告知钱包已找到,而且所有的东西都在里面时,潘太太欣喜若狂,当即让她的儿子飞到三亚取包并赠送一面锦旗表示感谢:“心如发丝细,破案有神功。”

Initpintu_副

Early this month, Mrs Pan came to stay with us at The Ritz-Carlton, Sanya. Everything went well until the morning of her departure when she realized that her Chanel wallet was missing. She became worried as there were 20 bank cards, personal check and other valuables in it.

She went back to Sand Beach Restaurant where she had dinner the night before and reported it to restaurant supervisor. Loss Prevention Supervisor, Gary Wang, was then informed and immediately went to search inside and outside of the restaurant with the help of the service team. Unfortunately, the wallet could not be found. Mrs. Pan felt sad, had no choice but to leave the hotel.

Knowing how valuable and important the wallet is for Mrs. Pan, Gary then enlisted the help of DOLP, William Wang and another LP Supervisor Owen Li to analyze the case. William thought that the wallet could have been left in sands surrounding the beach front restaurant. After hours of searching, the wallet was found buried in the sands near one of the restaurant’s pavilions.

Mrs. Pan was excited when William told him that her Chanel wallet had been found and all things within the wallet were safe. She immediately asked her son to fly to collect her valuable wallet in Sanya. Mrs. Pan’s son expressed his gratitude on behalf of his mother. He also brought along a personalized silk banner from his mother to William as an appreciation for finding the missing wallet. He mentioned that his mother is so happy that she will only stay at The Ritz-Carlton when she comes to Sanya. 

The silk banner reads as follows: To the Loss Prevention Team of The Ritz-Carlton, Sanya. Your dedication and attention to details created its magic. (Your delighted guest. Mrs Pan)

First class to William and his team for resolving a guest’s problem and making Ritz-Carlton guest for life.

 

 

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