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

来自首尔丽思卡尔顿酒店的真诚关怀——Genuine Care from The Ritz-Carlton, Seoul

       一天晚上，一位住店的日本客人向前台接待Elijah Hong先生询问是否有接收到他的一个快递邮件。在与客人的谈话中，Hong先生发现，客人这次来韩国是为了观看一个韩国歌手（Super Junior）的演唱会。客人在来韩国之前已经在网上通过一个私人售票者（非正常售票渠道）购买了演唱会门票，该售票者还承诺会在演唱会开始那天之前把票寄到酒店。问题在于，客人目前已经无法联系到当时的售票者了。由于当时已经是晚上，Hong先生想，当务之急是安抚客人的心情。于是，他承诺会在第二天再为客人检查快递的邮件，并告诉客人，即使没收到邮件，也会想别的办法买到演唱会的票。

         他搜索了所有的买票渠道，同时尝试联系那一位给客人卖票的私人售票者。然而，事实证明，那是一个很典型的网络诈骗。Hong先生觉得他不能把事实告诉客人，因为客人是专门到韩国来看这场演唱会的。Hong先生于是继续在网上搜索，发现目前除了VIP票以外，所有的普通票都已经售完了。在不断的搜索中，Hong先生找到了一位免费卖出VIP票邀请函的人。他尝试联系客人，但暂时无法联系上。考虑到门票和邀请函都很可能在短时间内卖出，Hong先生于是毫不犹豫地约卖家见面，并用自己的钱为客人买下了邀请函和门票。

         当Hong先生最终找到客人，并把好消息告诉客人的时候，客人正在演唱会场地等待最初的私人卖票者。这时候，Hong先生便打算把他给客人买的门票放在客人房间，作为纪念品。也恰恰是在这时候，客人给Hong先生打电话，说最初的私人售票者并没有出现。因此，她正打算回酒店取回Hong先生给他买的票。当Hong先生得知此消息时，立刻赶到演唱会现场，并在演唱会开始前一刻把票递到客人手里，并指引客人快速入场而不需要对工作人员作任何解释，因为演唱会马上就要开始了。

         演唱会结束之后，客人回到酒店，并马上找到Hong先生以表达谢意。客人说道，演唱会的座位比她想象中的要好，她也永远都不会忘记这一次在韩国的经历。Hong先生向大家说明了事情的经过，酒店决定把演唱会的门票送给客人，作为她在异国他乡辛苦一天后的礼物。客人一次又一次地感谢Hong先生，说她真的被Hong先生做的一切感动了。其后，Hong先生通过和值班经理沟通，安排了一个水果篮放在客人房间，因为客人确实经历了焦虑的一天。

         第二天，客人再一次找到Hong先生，表达了她的感激之情。她感谢Hong先生以及酒店所有绅士淑女的真诚关怀和舒适款待，还满足了她未表达的需要。她不仅享受演唱会的快乐，也从绅士淑女的温暖服务中得到快乐。她还说道，首尔丽思卡尔顿酒店是她到过的最好的酒店，也是她未来到首尔的首选酒店。

 [客人的来信]

         您好，我是曾经入住首尔丽思卡尔顿酒店的Hamada。我真心感激Hong先生为我准备的Super Junior演唱会的门票。我可以亲眼见到歌手，并在舞台前和他握手。那是一段很愉快的经历。此外，非常感谢你们在我回来之后为我准备在房间的水果和葡萄酒。由于你们的支持和帮助，我在这里的入住体验非常愉快。我永远也不会忘记在这里，韩国，的经历。我会在不久的将来再到韩国游玩，届时肯定会选择丽思卡尔顿酒店！

 

One evening, a Japanese guest staying at the hotel made an inquiry to Front desk agent Mr. Elijah Hong about a mail. During their conversation, Mr. Hong learned that the guest was visiting Korea to attend a concert of a Korean singer (Super Junior). The guest had bought the ticket on-line before traveling to Seoul from a private seller (not a regular sales channel) who had promised to send the ticket by mail to the hotel before the day of the concert. However, the guest was now unable to contact the on-line seller. Since it was already late at night, Mr. Hong thought that the most important thing to do for the time being was to put the guest at ease. He promised to check the mail the next day and contact the guest again. He also told the guest that he would find another way to buy a ticket for the concert.

He checked all the channels of buying ticket and contacted the private seller at the same time. However, it was proved to be a classic internet fraud. He couldn’t tell the guest the truth as he had traveled all the way to a foreign country only for this concert. Mr. Hong continued to search on-line for tickets and found out the fact that except for VIP ones, all tickets have been sold out. After more searching on line, Mr. Hong found someone who was trying to sell a free VIP invitation to the concert. He tried to contact the guest as quickly as possible in order to recommend the ticket for him, but was unable to reach him. Considering that the ticket would be sold soon and that there was no time to wait until he could contact the guest, Mr. Hong did not hesitate to meet the seller himself and bought the ticket using his own money for the guest.

Mr. Hong reached the guest by mobile phone with this great news as soon as he got back to the hotel. However, the guest had managed to contact the original on-line private seller and had gone to the concert venue to pick up the ticket. When he left the VIP ticket in the guest's room as souvenir, the guest contacted him urgently, saying that the original seller had not showed up at the concert venue. Therefore, she was planning to come back to the hotel to pick up the ticket Mr. Hong had bought for her. As soon as Mr. Hong heard that situation, he went to the concert venue to give the guest the ticket by hand. Finally, he met the guest just before the concert started and guided her to enter the concert without any explanation because of the starting time.

When the concert finished, the guest came back to hotel and tried to find Mr. Hong first to express her appreciation. She said the seat was greater than she expected, and she would never forget this experience in Korea. After Mr. Hong’s explanation of the whole thing, the ticket was given to the guest who had spent such a stressful day in a foreign country, as a gift. She thanked Mr. Hong again and again, saying that she was really impressed by what he had done for her. Mr. Hong communicated with duty manager, Mr. Jarome Lee, and arranged to provide a fruit basket for the guest who had experienced such a frightening day.

The next day, the guest came down again to express appreciation to Mr. Hong as well as other ladies and gentlemen of the hotel for showing her genuine care and comfort, and fulfilling her unexpressed needs. She could not only get pleasure from the concert but also from warm service by the ladies and gentleman in The Ritz-Carlton, Seoul. She also said that The Ritz-Carlton, Seoul is the best hotel she had ever stayed and she will choose The Ritz-Carlton, Seoul would be her first choice.

[Letter from the guest]

Hello, I am Hamada who stayed at The Ritz-Carlton, Seoul. I really appreciate that Mr. Hong present the concert ticket of Super Junior for me. I could meet the singer and hold his hand in front of stage. It was happy time for me. Also thank you for preparing the fruit and wine when I came back to the room. It was really pleasant stay because of your support and help. I never forget this experience in here, Korea. I will visit again in near future and definitely choose this hotel!