Going ABOVE & BEYOND for guests

To many in the Hospitality Field this is something we strive for on a daily basis but when you are privileged enough to work for such incredible companies such as Fairmont Hotels & Resorts and Walt Disney World as I have, you know that we eat, sleep and breath this.
Providing our guests with everything they require is simply not enough these days in a competitive market. We need to ensure our guests are getting something SPECIAL.

For example, recently my brothers were fortunate enough to be on the Inaugural Disney Fantasy Maiden Voyage. Now I know what your thinking, it's the first sail, the cast members are SUPPOSE to be doing it, and that is partially right, but looking at this Towel creation that their room steward created for them.....it is obvious that this is NOT taught, it is CREATED and this is MORE than going above and beyond. It was SO incredible that my brothers thought that Jon Lasseter himself needed to see it.
This cast member was so frightened to be let go because of the miss use of the lifesaving vest he didn't want anyone to see it. I believe with all my being that THIS is going above and beyond. Each one of this gentleman's rooms had this waiting for them when they arrived from their busy days. Sure, it may have taken a little longer to create but the memories will certainly last a lifetime.
I have so many incredible memorable experiences I shared with my guests and even ones of people sharing with ME.
THIS is exactly what MAKES a vacation. It's something I believe that cannot be taught. You either have the sparkle inside or you do not. You can certainly try to recreate it but it's a talent, a gift and when you share it with others, it is magical indeed.

Of course Disney is famous for those magical moments but wouldn't you agree that they are worth every bit of effort it took for the cast members? I can tell you that they do not get paid NEARLY enough for their services and most of those smiling faces are doing it because they LOVE to assist their guests, to give them something EXTRA. To make that vacation........MAGICAL!

Do you have a moment when you went above and beyond for a guest? Why not take a moment and share with me and others.