I could use some thoughts on a project for work...

[WillParkinson]

I am an In-Room Dining (Room Service) Supervisor at the hotel I work for. I've been in discussions with the Front Desk over amenities that they send to people who are celebrating a special occasion such as anniversary, birthday or the like.

The Front Desk manager made a statement that the amenities they send up (usually Champagne and Fruit) are 'a personal touch' that the guests are not expecting and it's a surprise for them.

I disagree.

I believe that for it to truly be a 'personal' touch you need to know something about the guests more than they are celebrating an event. I think that the guests should be spoken to at the desk and be offered some options to truly customize an amenity.

I know for a fact that some of the amenities we took up went to waste because people did not drink. Some don't really care for whole fruit. My suggestion, and I'm currently working on a project with a server for this, would be for the front desk agent to say something along the lines of, "Congratulations Mr. & Mrs. Smith! I'm glad that you've decided to share your special day with us. I would like to help make this day more special and was hoping I could talk to you for a few minutes."

During this time the agent could offer some things from a list that might entice the guests such as desserts, complimentary drinks in our lounge, complimentary breakfast, champagne and fruit or champagne and strawberries.

I think that would be truly personal. Something you've taken the time to get for the guest that they will actually enjoy, not something that you've just written on a piece of paper for people you really know next to nothing about.

My question is: If you were celebrating something at a hotel which would be more special for you? Finding a surprise bottle of champagne and fresh fruit in your room or having someone help you customize your special day with offerings you might be more interested in?

[qb]

1. I definitely prefer your idea. The gesture is much more important than the surprise aspect.

FWIW, I would definitely not appreciate an alcoholic surprise.

[Chan790]

2. I'd prefer the "ask".

I hate being the cause of waste and find these sorts of efforts ostentatious at times. I prefer quiet acknowledgment and simple gestures when they don't seem rote.

I don't drink, fruit does awful things to me, my ex-gf was allergic to strawberries, I'm a strict organic lacto-vegetarian and I hate sweet foods. I'd thank them for the thought and decline all those options. If you wanted to offer something savory (say from the appetizer menu or an amuse-bouche) and a bottle of sparkling water, I might take that option.

I'd probably call you to take away the fruit and champagne. I'd probably curse you out if the champagne was chilled and freshly-open. (I've had that before, why anybody thought that was a good idea was beyond me.)

[nuxvomica]

3. I much prefer your idea

True hospitality requires sensitivity to the wants and needs of the guest. Surprises are only valuable, and, I'd say, appropriate, when they arise from familiarity.

[Tuesday Afternoon]

4. what about giving them a multiple choice when they register?

Champagne and Fruit
Breakfast in the The Room
Assorted Chocolates
Candles and Flowers



you know, like that.

[yankeepants]

5. That's what I was going to suggest n/t

[WillParkinson]

11. That's kind of what I mean...

With some people we don't know it's a special occasion until they check in and say something. Those are the people my idea targets. I'm hoping to work with the Front Desk staff to allow them to help create something a guest will enjoy and want to take part in, not just find in their room with no real caring if it's something they'd be interested in.

[PRETZEL]

6. How many of the guests reserve rooms through on line reservations,

maybe when the room confirmation is sent that you can attach a "special events" menu to choose from. If say a husband is reserving a room for him and his wife for an anniversary, it could be both a suprise for her and not so much waste for you if that could be done ahead of time.

[Kali]

7. I only stay at motel 6s, I'd take anything you offered.

:rofl:


seriously - ASK. people are so picky/allergic/have other issues that nothing nice is actually appreciated so surprises can be unappreciated or even offensive

[uncommon]

8. I think that's a lovely idea - maybe there would be some package options they could

choose from.

[rurallib]

9. We don't drink, special foods may not be appreciated at that time

A massage would always be appreciated.
But IMHO, it would be a great gesture to offer a special complimentary gift that the couple choose.
I can't imagine what I would say if we got a surprise bottle of champagne. It would not be nice.

[supernova]

10. I'd definitely ask

Some might not choose food at all. Some might want say a complimentary hour with the masseuse, or a spa treatent if your place offers that.

Your idea wins. :-)

[applegrove]

12. Why not leave a note for them in the room that lists from a menu of items things they

can have on the house to celebrate their special day. Then they can call room service and order up the champagne, fruit basket, etc. Make it a really fancy note and personalize each one with their name on it. If you left the note on a silver type tray with two chocolate dipped strawberries on it that would be a nice touch.

[flvegan]

13. If it's an anniversary, I have your answer.

An anniversary, sorry to sound sexist, is about *her* (at least in a straight relationship...sorry my beloved GLBT friends, I haven't a clue outside what I know). I would let them check in as usual. Then, I might call the room and ask for the Mr. Ask if he could come to the front desk to maybe plan something special on the sly. Make up something about the bill or a check-in issue and come down. Then, have a list of suggestions or ideas for him. Champagne? Chocolates? Roses? Complimentary breakfast in bed? If you have a good concierge, comp tickets to something special in town, or hard to get reservations.

This way, you have VERY happy customers, and the husband is going to take a good bit of the credit. Win, win, win. And...no better way to build repeat business.

To answer your question specifically, were it my birthday (and I'm going to make all this up) and I were staying in Boston, I would LOVE LOVE LOVE for the front desk fellow to whisper to me, "you know, I can get you dugout seats at Fenway against the Yanks tomorrow..." so much, I might start humping his/her leg.

[grace0418]

14. I like your idea much better. We recently stayed at a beautiful Westin property in Kauai

and were celebrating an anniversary. Upon arrival they presented us with a coupon for a bottle of champagne from the market on the property. It was a very lovely gesture but we never ended up using it. We spent every day doing various outdoor activities and didn't necessarily feel like drinking when we got back. Neither of us are big drinkers anyway.

Anyway, while we appreciated the gift, we would have preferred another option like you would propose. It did make me wonder how people who are recovering alcoholics would feel about getting such a gift.

[Mopar151]

15. Good ideas all

I don't know anybody who actually drinks champagne.... Mrs. Mopar and I would adore fruit juice, or chilled bottled water, and perhaps some cut fruit, cheese 'n crackers, or nice little cookies.