IMPROVE YOUR CUSTOMER SERVICE

Mantra Car Service To The Airport

In my final post on The Mantra On Jolimont I would like to briefly mention the ride to the Airport.    

The Mantra will if you want organise a car to take you to the airport ( and pick you up ).

Being a bleak day we booked the car when leaving to take us to the Airport.

The car was ready for us 10 minutes before we were due to leave ( a good sign and good customer service ).

The car was spotless , we were helped with our bags and the driver went out of his way to make us feel welcome.( More great examples of good customer service).

On the drive to the airport he pointed out local landmarks and had an intimate knowledge of the city ( great customer service)

At the airport we were assisted from the car , a receipt was issued for the drive and we were at the airport in plenty of time.

Would i remember this and want to book it next time , yes , and why , because here was a great example of why good customer service will get repeat business.

Mantra on Jolimont Experience Part 2

We recently stayed at the Mantra on Jolimont and this brought up some lessons on basic customer service.

When we were checking out on our way down to reception we came across a poor woman who's child had locked the 2 of them out of the room.She asked if we could notify reception ( she was in her pyjama's ) to get someone to let her in.

At reception we informed the staff member about the woman and he asked politely if we minded waiting for the other staff member to assist us while he took care of the poor woman locked out of her room.

It was all handled with polite perfection by the staff members at The Mantra who were concerned with not only serving us but taking care of the woman locked out of her room.

Mantra Breakfast Service

Breakfast on Grand Final day in a hotel in Melbourne can be a experience especially if you are short staffed or not organised.

The Mantra on Jolimont where we stayed was no exception.

The girl who was in charge of the dining room "Maxine" was trying her best but it was like"trying to hold back the incoming tide"

They ran out of cutlery , they ran out of coffee , food came out and was placed on tables without cutlery or condiments and the poor girl was running around trying to satisfy customers , bring out food , seat customers , clean tables , and fix the mentioned issues.

All this with a packed dining room.

So what lesson can be learnt from this.

Just as with any good restaurant you need "one person to be in charge" of the dining room who concentrates on seating customers and guiding other members of staff to fix any issues that arise.

That person cannot be running back and forth out of site of the dining room but must see the dining room as their priority.

There were other staff members there at the time but they lacked a clear direction and that is why someone has to be in charge to embody ' good customer service ".