Guests Are The Best | Ritz Carlton Lessons

The "homework" assignment was intended for the group I brought to the Ritz Carlton on Pearson St. in Chicago this week.  We were holding a concierge workshop at the deca Restaurant to gain perspective on providing a helpful, easy, and personal experience.  As soon as we walked in the door, it was apparent that we were all about to pick up some valuable insights from the staff. 

• Anticipate needs:  5 steps after the revolving door, the doormen could tell we were looking for direction.  While one of the gentlemen greeted us, the other one had already hit the "up" button to call the elevator. Small, but noticeable when the doors opened for us.
• "Do you have strawberry lemonade?" asked someone from our group.  "I will make you one." was the response.  Maybe a nondescript reply, but when I watched him walk over to the bar to have someone juice strawberries for the lemonade, I realized that strawberry lemonade wasn't on the menu.  When we later pressed him for wisdom from his experience, he said that they will always give what their guests ask for.  I surely wanted to come up with an outlandish request, but took his word and actions for it.
• "The guest's preference was for unsalted Blue Diamond almonds and a carbonated strawberry-kiwi beverage".  This was the host's response to our question about describing an odd guest request.  We learned that they had to search three nearby stores to have this ready for the guest in their room when they checked in.  The Ritz Carlton does "whatever it takes" to understand preferences.  They track these details and are sure to provide them at any worldwide location.
• "Are you finished enjoying your meal?" I was asked.  This was not our waiter or busboy, but someone who appeared to be a manager.  His question was really intriguing, because I haven't been asked that specific way before.  What also struck me was that this might not be his "job", but he saw that we had finished our meals, and he went ahead and pitched in.

Anticipate client needs, simply give them what they want, do whatever it takes to get to know them personally, and be a team player by pitching in.  It doesn't sound like any secret sauce, but they do it extraordinarily.  

My aim is to provide this same level of service, doing whatever it takes to deliver a superior experience.