15.09.2018

Smoothie as you wish

A family from Helsinki, consisting of a mother, a father and a 10-year-old girl, came to stay with us. The parents ordered themselves drinks and went to sit down. At this point, we offered the child some cookies. After a while the girl came back to order herself a smoothie. I asked her if she had ever made one herself. The girl shook her head and I asked her if she wanted to. She was allowed to create and decorate exactly the kind of drink she wanted. The smile on this little girl's face said more than a hundred words! Before departing, she came over to give a hug.

Heidi, Solo Sokos Hotel Torni Tampere

 

A missing suitcase

A customer appeared very nervous when checking in. My colleague Ann asked if we could be of assistance. The customer appreciated our asking and told us his suitcase had gone missing at the airport and he was very disappointed. In addition, he had received poor service, as no one had seemed to take any interest in his missing luggage.

 
Ann took charge. She asked for the customer's contact information, calmed him and invited him to relax at our Wellness Club.
 
Ann contacted the airport's customer service to find out what the status of the lost bag was. She wrote a claim, based on the information provided by the client, in order to avoid similar unprofessional situations where an English-speaking client was not properly informed about missing luggage procedure.
 
The customer's luggage was delivered to the hotel during the same day, and the customer was very grateful for personalized service and care.
 
Ann, Solo Sokos Hotel Palace Bridge, St. Petersburg

 

A memorable wedding day

A couple in the Grill It! restaurant were having dinner and celebrating their 40th wedding anniversary. The assistant Henna from the dining room and Tatiana from the kitchen created a wonderful dessert dish for the, with a greeting. They were told this made it their best wedding anniversary ever. The comment of the assistant coach was: "I don't know which one of us enjoyed it more, our customers or ourselves!"

 
 
 

Better than expected

A couple wished for the quietest possible room, where the noise from the renovation of the Yrjönkatu bath would not be heard. I decided to surprise them with a room upgrade, and chose them a room on the 11th floor. The room had a seaview, and was on the opposite side of the renovation area. The customers were delighted and quite satisfied with their room.
 
Jenni, Solo Sokos Hotel Torni, Helsinki