This was the heading written for a recent review on Tripadvisor, a review that went on to say:
‘The service we received from all the staff, starting with Joyce on reception when we arrived and finishing on our last day’s with breakfast with Ella, (who ran a very efficient and friendly dining room) was excellent. I would thoroughly recommend The Mandolay Hotel for a super relaxed stay. The rooms are bright and the bed was really comfortable.’
Extremely kind comments, but it was the 6 little words of the title that really touched us all, for someone to make such a lovely observation really did make our day, because that’s exactly what we are aiming for, a ‘Happy Place’.
People visit us for lots of reasons, it might be on business, or holiday, perhaps for dinner, afternoon tea, or a drink and a snack in Bar 36. Whatever their purpose, it is our job to make them feel welcome, relaxed, and valued, the way that we would want to be treated.
By far the biggest factor involved in ensuring a ‘Happy Place’ is our wonderful team, which is why we set so much store by the feedback we receive. Take this review for example:
‘I could happily move in here. The staff are all exceptional, the rooms clean (and fragrance free which is hugely important for me) the beds comfortable, all wonderful.
Morgan, Louis, and Ela in the cafe were all truly delightful and went above and beyond to make me feel at home.
Traveling solo can be lonesome… not so because of them.’
The bottom line in particular was a joy to read, yes travelling solo can sometimes be lonesome, but because of the efforts of our team, this lady traveller felt an entirely different emotion.
Business users too, say similar things, here’s another review that followed a corporate event:
‘My Managing Director has asked me to pass on his thanks to all the staff at the hotel, particularly Kieran, for being so attentive and looking after them so well.’
Of course, it is always lovely for staff members to get a personal mention, but when we receive reviews, we share them as a group, because we know that it really is a team effort. Every single department works hard to support one another, and as a consequence there is no ‘that’s not my job’ attitudes, we work as a team, not a group of individuals.
We will leave the last word to another recent guest review, a review that sums up our ethos:
‘I asked for a cocktail, the member of bar staff did not know how to make it, and apologised before going to get a supervisor. The supervisor returned, and rather than just mix the drink, talked the bar person through the process, and watched as they made it. A small thing, but as a hotel manager myself, I really appreciated it.’