Caymanian ?no problem? service
I am writing this posting on a plane that is bringing me home from a trip to Grand Cayman. My colleague organized a trip to allow a few of our top customers the opportunity to experience our resort there. There was not a single service item missed and it all began when the general manager greeted the clients at the airport on his day off.
On the first evening, a dinner was prepared and served shoeless on the sandy beach. The banquet captain used each guests name before presenting each dish. The same banquet captain was cheerful and pleasant the next morning at 7 a.m. to orchestrate breakfast, even after concluding a shift the night before that must have ended around midnight.
The director of sales & marketing offered to loan me her personal car to allow me to experience her island. On numerous occasions I saw housekeepers escorting guests to the beach end of the property all the while conducting delightful conversations.
I complimented one employee on her gift shop store inside the hotel and she said that they wanted to provide everything so no one had to spend their vacation time looking for anything.
In their steakhouse restaurant, I overheard a server say to a guest,“I don’t want you to think that trying different wines is a problem for me. I will let you sample as many as you’d like until you are happy.” He did this in between singing an amazing rendition of “Happy Birthday” to a person at another table.
When there was a line for the omelet station at breakfast, they took orders on a tablet, noted where you were seated and delivered the eggs to you at your table (instead of waiting in line).
They taught adults how to paddle board. They explained to children why conservation is important and why “there is no waste in nature.” They borrowed sheltered dogs three days a week from the local shelter to allow guests to not miss their pets when traveling away from home while providing loving care for homeless dogs.
All of this comes from a place that in 2004, 85% of the island’s homes were destroyed during a hurricane and power was out for three months. Our host said they had a boat land in their bedroom and a turtle floated in their car, yet providing service on this island and at this property is “no problem.”
Are your employees pleased to be working at your establishment? Do they convey this to your guests or customers, or are they simply collecting a paycheck? Are customers a bother to your workers?
The experiences that I’ve described above don’t require any additional capital or refurbishments. They come as a result of hiring the right people to provide the right service where nothing is ever a problem.