GGuest UserHuge thanks to the hotel for maintaining such high service standards across all departments during the peak Chinese New Year period. They provided meticulous, thoughtful, and timely service to guests at an exceptional level.
From the quality of the laundry and drying service to the perfectly organized breakfast buffet, the efficient management of elevator traffic, and the genuinely friendly smiles and politeness of the staff – it all reflects the high standard of this hotel's operational management.
However, I do have one experience with the concierge that I'd like to mention: One evening, when I returned to pick up my food delivery (it was my first stay at the hotel and my first delivery order), I didn't see where the delivery shelves/cabinets were located. I directly asked an expatriate concierge at the entrance for the delivery pick-up spot. I didn't use English (though if I were abroad, I wouldn't have a choice), I just said three words: ”Waimai gui” (delivery cabinet), seeking assistance. He said he didn't understand Chinese and referred me to a colleague who came to assist, and she promptly showed me the way. This was handled very efficiently.
I can understand that expatriate staff might have a limited vocabulary and that communication can be challenging. However, all deliveries at this hotel are handled by the concierges at the entrance, who place them in a storage room behind the concierge desk. Furthermore, expatriates living in Shenzhen surely order food delivery themselves, right? Is there any modern person who wouldn't be familiar with ”Waimai gui”? It's as common a term as ”Alipay.” I believe this expatriate concierge will quickly pick it up and become proficient with it.
The quality of governance in a country isn't judged by the advanced level of its peak achievements, but by how high the minimum living standards are. Similarly, the improvement of service in a good hotel, beyond providing ultimate service to VIPs, long-term corporate executives, and distinguished guests, should also aim to maintain a high standard for ordinary, independent travelers.
And besides, this is Shenzhen! I'm not trying to shift the pressure onto expatriate staff, but the recruitment of expatriate ”talent” should come with language requirements. If someone truly can't understand ”Waimai gui,” the hotel could even purchase a batch of translation devices for them to wear, completely avoiding any additional risks.
Of course, if I return to the hotel in the future and encounter an expatriate greeter again, even in Shenzhen, I won't use Chinese for inquiries or communication.
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