Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred

Chapter . Super scripts

Remember the great treatment I received from the receptionist who took my credit card at the Ritz Carlton in Singapore? If you don’t, here’s a reminder.

Note

‘Mr and Mrs Heppell, you are going to be staying with us for the next five nights. During your stay you may wish to order room service or perhaps have a drink from the bar. You may wish to purchase something from one of our boutiques or join us for a meal in one of our fine dining restaurants. Perhaps it would be convenient for you to allow me to take a swipe of your credit card so you don’t have to worry about carrying money.’

I don’t know how many times a day she says that, but I do know it’s a fantastic script. She may vary the odd word or two but basically she says ...