What Makes Truly Great Service?
As a hotel we’re at the heart of the service industry and it goes without saying that high standards of service help distinguish good properties from great properties. Yet what is it that makes a guest feel truly special? Is it simply the possibility of a free room upgrade? An extra chocolate on the pillow each evening maybe? Or is it much more than this? We think so. In fact we believe in taking our guests on their own personal journey when they come to visit.
So what do we do here at Feversham Arms Hotel & Verbena Spa to set our property apart from the competition?
We prides ourselves on ensuring each guests’ visit has been tailored according to their own unique requirements and taste. So on the most basic of levels prior to their visit, guests are contacted by one of our friendly yet professional members of staff to confirm final arrangements, such as dinner reservations, special requirements and spa treatments. During quieter periods we offer complementary upgrades to further enhance the guest experience – a given in the industry but still a part of our ‘service offering’. From the moment guests arrive they enjoy an unrivalled luxury experience. As they pull up to the hotel, our concierge collects their luggage and parks their car so they can check in with ease. They are then shown around the hotel so they feel comfortable in their surroundings and taken to their room, whilst always being addressed by their names for a truly personal touch – this attention to detail is maintained throughout their visit. To ensure we maintain these standards and evolve to suit the needs of our guests we constantly reviews each guest journey through a short service-related questionnaire following their stay. From the results we then develop monthly training plans across each department, which address any issues to overcome or areas in which we can improve.
Then where possible we take customer service to the next level. For us it’s the small things that make the most difference. Such as we hear you ask? Well, recently Robert our night porter welcomed a couple to the hotel at 2am and after a long drive they were craving sandwiches and cheese and onion crisps – however there were no cheese and onion crisps in the hotel so Robert took his own out of his lunch box. Then there is April, one of our waitresses who happily volunteered to return to work on her night off to babysit a guests’ child so that they could have a child-free evening. Finally, Rosie, another of our waitresses was chatting with a guest who happened to mention that they loved cheesecake, which wasn’t on the menu, so Rosie spoke with one of our chefs, Fabien, who made a cheesecake for the second night of their stay.
It’s not the most complicated approach and we do much, much more too – from adding personal touches to a stay for a special occasion, remembering favourite rooms and products a regular guest prefers to simply making sure that nothing is too much trouble. The biggest challenge in the hotel industry is keeping service standards consistent and we’re proud of our reputation. But don’t take our word for it, come stay with us and see for yourself!
We’d love to know what great service means to you, so why not share your thoughts with us via our twitter feed @fevershamarms using the hashtag #hotelservice or at our Facebook page www.facebook.com/fevershamarmshotel