I have been on business trips all year round and have stayed in dozens of star rated hotels. I originally thought that "good service" was nothing more than politeness, courtesy, and proper procedures. It wasn't until I stayed at Beijing Ya'ao International Hotel for a whole week that I truly understood what it means to "hide the delivery in the details you didn't say." When I left, I even said goodbye to the front desk staff.
As soon as I got off the high-speed train and dragged two large suitcases to the hotel entrance, the doorman greeted me from afar. Before I could speak, he took the suitcase in his hand and even carried the file bag with my computer hanging on his wrist. He took me all the way to the lobby lounge and handed me a cup of warm barley tea before turning around to help me with luggage storage, without any perfunctory courtesy. When I checked in, I casually mentioned that I would go to the industrial park to hold the morning meeting the next day. I was afraid it was too late to have breakfast. The girl at the front desk didn't wait for me to say more. She directly commented on the portable breakfast bag for me the next day, saying that she would pack soybean milk and hot dumplings for me in advance, so that I could get them directly when I went out without waiting in line.
The service after check-in is full of surprises. The night before, I was working overtime in my room to change the plan. I casually hung my dirty white shirt on the doorknob without writing any laundry note. I just casually mentioned it when I called the front desk to print materials. The next morning, I woke up and found that the neatly ironed shirt was already hanging in my wardrobe, even the small stain on the collar had completely disappeared. The note next to it read "Your shirt has been ironed, please check it carefully", without any additional urgent charges.
One night, I came back from a meeting with a slight fever. While taking my temperature at the front desk, I casually mentioned that I had a headache. Within ten minutes of returning to my room, the waiter came up with a bowl of boiled ginger tea, a fever reducing sticker, and a thermometer, reminding me to drink plenty of hot water to rest well. Half an hour later, he even called me to ask if my temperature had dropped. I didn't just slack off because I wasn't a VIP guest. I casually mentioned that I wanted to find an authentic old Beijing copper pot. The front desk staff not only showed me the nearest route, but also called me in advance to reserve a seat, afraid that I would queue up during peak hours.
During the week I stayed, I didn't need to repeatedly call for service, and all my needs were anticipated in advance. The cleaning lady saw the project materials I had spread out on the table and would gently help me organize them in page order, without flipping them over casually; The water cup I placed by the window is empty, but when I come back, it is always filled with warm water; I casually mentioned that I was afraid Beijing would be too dry, so the next day I added an extra silent humidifier to my room.
On the day of check-out, the doorman helped me deliver my luggage directly to the ride hailing car and even stuffed a small bottle of mineral water for me to drink on the way. I sat in the car and looked back, only then did I understand that first-class service is never a standardized bow greeting, but a quietly and properly arranged arrangement for customers' unspoken small needs. Next time I come to Beijing Olympic Games, I will definitely come back here, just for this reassuring and thoughtful experience.Show more