As the hotel’s business develops, the hotel management has decided to make some changes by accommodating quality tour groups, so they take the visits of representatives from large travel agencies very seriously. Every aspect has to be done very well in order to impress them. To get the truest and most compressive information, those visits are often unannounced in advance.
One day in October, a boss from a travel agency came to our hotel, intending to do his investigation as an ordinary guest. As his taxi pulled over to the main entrance, he noticed that he forgot to bring his wallet and didn’t have enough cash to pay for the fare. For a moment, he didn’t know what to do. There was nobody to turn to. Since he came here for a secret investigation, he didn't want to get the hotel manager involved. Embarrassed and not knowing what to do, he saw a hotel security guard knock at the cab window. He rolled the window down and briefly explained to him what happened. After hearing this, the security guard opened the door for him and said, “It doesn’t matter. Please get off the taxi.” Then he took out 10 Yuan from his pocket and gave it to the driver.
It turned out he was the security guard on duty that day, who was responsible for coordinating the traffic in front of the hotel entrance. When he noticed the taxi was there for over 30 seconds, he came to check. After hearing what happened, he immediately took his own money to pay for the fare. To him, no matter what happens, solving guest’s problem is the priority.
Who would have imagined that just because of 10 Yuan, the boss of the travel agency decided there was no need for further investigation and let our hotel receive all of their tour groups in 2013. Because what the security guard did is the best proof of the hotel’s excellent service.