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

来自深圳丽思卡尔顿酒店的真诚关怀——Genuine Care from The Ritz-Carlton，Shenzhen

         一天晚上，1205房的Mr.kai和Mr.konstan来到礼宾部，询问主管Joswar 关于酒店附近休闲娱乐的地方。Joswar联系了酒店附近的酒吧和KTV，并把信息打印出来给客人。然而，客人表示，由于不会说中文，他们希望可以有一名酒店服务人员陪他们一起去。“预见并满足客人的需求” 是Joswar来到丽思卡尔顿后的座右铭。Joswar决定安排身边准备下班的Bellman Harvey 陪同客人。Harvey是一个从不对客人说“不”的优秀行李员。他凭借在RC实习一年的经验和较好英语听说能力，带着主管Joswar搜索到的信息，与客人一起前往了莉莉玛莲酒吧，和客人度过了一个开心愉快的中国之夜，为客人创造了一次终身难忘的经历。Mr.kai 退房时对Joswar和Harvey说，下次来中国他们还会选择深圳丽思卡尔顿酒店，因为这里的绅士淑女是最棒的。

It was Apr.9, 2013, when Mr.Kai and Mr. Konstan from Room 1205 came to Concierge counter for help. They told Concierge supervisor Joswar they wanted to enjoy themselves at a bar nearby. Joswar contacted some bars and KTV that were close to our hotel, and printed out the information for the guests’ reference. However, the guests said, they’d rather have one of our Ladies and Gentlemen to go with them since they could not understand Chinese.

Considering that “anticipation and fulfillment of each guest’s needs” was his motto since he joined The Ritz-Carlton, Joswar decided to ask Bellboy Harvey who was going to get off work to go with the guest. Harvey was an excellent bellboy who never said no to the guests. With his one-year internship experience as well as English listening and speaking skills, Harvey went to Lili Marleen Bar with the guests and created a memorable Chinese night for the guests.