Small Gestures. Big Smiles.
It was a dark and snowy night in Chicago. She stomped the snow off her feet as she walked through the expansive lobby to the front desk, clutching her dad’s hand. She stood on her tiptoes to see over the desk as her dad handed me his ID and credit card to check in. I welcomed them to the hotel and asked what they were in town for. Her dad mentioned he was here for a conference and this was his little girl’s first time to the big city. He hoped they would have time to visit Navy Pier and go to the top of the Sears Tower. He asked if there were any fun restaurants he could take her to and celebrate her birthday.
My mind set in motion. This is her first time to the big city. AND she’s celebrating a birthday. What a special weekend! Her dad and I made more small talk as I went through the motions of checking them in and handed him their room keys.
They declined help from the bellman, picked up their luggage, and headed to the elevators. I called a co-worker to take over my spot at the front desk. I had a surprise to create for the birthday girl. I went back to my desk, sat down, took out a piece of hotel stationary, and wrote a happy birthday note to a little girl. I kicked myself for not holding a stash of greeting cards in my desk drawer. I made a mental note to buy some over the weekend (and some balloons while I’m at it).
I went back to room service and filled out an amenity card. The amenity card was filled with different items we could send up to guests. We could send them a bottle of wine or fruit and cheese plate or other grown up foods. Nothing seemed suitable for a 5 year-old.
“AHA! I know what a 5 year-old would like.” I wrote in “Chocolate Chip Cookies and a glass of milk”. I signed the order, attached the handwritten note with it, asked the kitchen to rush the amenity, and thanked the room service server.
Later in the evening, as I was finishing up my paperwork and getting ready to leave, the little girl and her dad exited the elevators. She ran through the lobby to the desk and jumped so she could see over the desk. I’m surprised she didn’t leap over the desk like she was jumping hurdles. She stood on tiptoes, her little fingers clutching the desk, she wore a big smile as she shouted “THANK YOU!”
Her dad was beaming as he said “You have no idea what your gift means to her.”
“You are welcome, sir. We look forward to delighting our small guests as much as we strive to delight our adult guests.” It was a small gesture for a big smile.
He mentioned they were on their way to dinner at one of the restaurants that the concierge recommended and they couldn’t wait to try it. I can guarantee you that when the concierge called to make the reservation that he let the host know it was the little girl’s birthday. It’s the small gestures for big smiles.
All through the weekend, when I saw the little girl and her dad, she would smile and say “HI!” or tell me it’s her birthday or that her dad was taking her to work. One didn’t have to ask if she was having a great weekend.
One of the things I loved about working at the front desk was the opportunity to listen to guests tell me about themselves or why they were visiting and those conversations would give me opportunities to delight the guests. Whether it was sending an amenity or recognizing them in the halls and calling the guest by name or asking the turndown attendants to pay special attention to the guestroom. There were dozens of ways we could delight our guests. And one of the first lessons I ever learned in customer service was “you get the kids on your side and the parents will follow.” Delight the kids and the parents are happy guests. In each of these opportunities, we see the value of teamwork in action. I couldn’t have impacted the guests’ stay like I did without relying on the team to follow through. From the concierge to room service to the kitchen, we all had a part in making the weekend special.
Find ways to delight people. Find ways to brighten someone’s day. It’s the small gestures that bring big smiles.
