NEVER LOST AND ALWAYS FOUND

This is an associate of Le Meridien Al Aqah who holds our philosophy “EVERY GUEST LEAVES HAPPY” very dearly to his heart.

In Rajesh’s own words…..

I would like to share one of my experience held with Mr. Mark James who stayed with us at Le Meridien Al Aqah.

It was about a lost & found incident.

I work as a Housekeeping co-coordinator and most of the time we will be getting these enquires from the customers over the phone regarding lost and found items from their rooms. It is difficult to personalize my service to the guests as I only deal with them through the phone.

During one of my shifts, I got an urgent call from Mr. Mark James enquiring about his forgotten passport in the room in the safe box; he needed the passports urgently as he was in Dubai and would be flying out of the country the next day.

As soon I got the message, I immediately responded to Mr. Mark, and assured passports will reach him that very evening. I have then arranged the hotel driver who drove 200 km from Fujairah to Dubai and personally delivered passports to our guest’s hands. All charges for transportation were waived.

I have called Mr. Mark to follow up if he had received the passports. He genuinely thanked me for swift reaction. I felt good to be able to help our guest and went on with my everyday duties.

To my surprise, 2 months after, Mr. Mark has sent a personal email to our reservation department, thanking me again for all the help I have extended to them. I got personal recognition from my Executive Housekeeper as well as from my General Manager.

This and past positive experiences where I was able to help return cherished items to our guests and share their sense of joy, happiness and gratitude gives a meaning to my job.

- Rajesh

HK Coordinator, HK Department, Le Meridien Al Aqah Beach Resort.

Contributed by Mira Radic, Executive Housekeeper (on behalf of Rajesh) as part of the YoungHotelier.com Great Grand Famous Competition – Commendation

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