You find yourself doing extra special things for them, you're arranging trips, even offering to take them and personally show them around?
I had this exact type of guest a few weeks back. I was walking through one of the lounges and I see this couple, chatting quietly and I stop by their table, introduce myself and inquire how their stay is going and although they did mention an opportunity that needed attention, we began chatting about other things, INSTANT CONNECTION. I managed to stay and chat with them for like 40 minutes and inquired what they were planning on doing that day- a helicopter snowshoeing adventure. I ensure they have EVERYTHING to fully enjoy their excursion: warm clothing, tickets, etc.
When they left to head out, I sprang into action: order them build your own hot chocolates and a plate of yummy house made cookies for their return. I thought, if I was going outside to play in the snow, what would I want to walk into my room and find as treat?
These typeof interactions is what makes me so passionate about my career. It is so enjoyable for me to do these things for others and I can tell you, they truly appreciate the small gestures of kindness. It takes so little and makes such an impressive impact. Now, normally I would send a nice a lovely bottle of wine and a nice card but this time, I held off on the that and I am so glad I did, Amanda doesn't drink. (Adam does once in a while but not wine so I am happy I made that quick decision).
What you want from a guest service agent is exactly this, reacting in the correct manner and offering special little touches that truly make a vacation extra special. Take the time, I assure you, they will thank you for it.
