The $500,000 Biscotti.
Photography by Rhema Kallianpur
This is a three-minute story on how a box of biscotti brought a hotel over $500,000 in revenue, and stole a competitor’s most frequent customer. All because of a $10 box of biscotti with a dash of humility on the side.
When a new employee completes orientation, (hopefully) they are full of excitement, and highly motivated to make an immediate impact with customers.
Early in the hospitality chapter of my career, I fondly recall training a new Concierge who had all the makings of a superstar employee. We will call him “Chris.”
On his first day, we were informed that a prominent, well-travelled business man would be staying at our hotel for one night. We will call the guest “Mr. G.” The hotel he normally stayed at was sold out as his trip was last minute and they were fully occupied. This hotel made (what turned out to be) a critical error by "walking" him to us. That is hotel lingo for relocating a guest to a competitor.
Being that it was his first stay with us, Mr. G’s assistant contacted the hotel to alert us of his “sensitive disposition.” She requested several items that he must have in his room, and notified us that he fancies a specific brand of store-bought biscotti. Offering familiar sensory pleasures personalizes an experience, and helps a customer feel valued and recognized.
As one that believes in empowerment, I happily appointed Chris to the task of locating the beloved biscotti. To my surprise, Chris triumphantly returned swiftly with a jump in his step carrying an over-sized box of biscotti! He raised it up like it was Simba on Pride Rock. It was huge, like something you would find at your local wholesale store.
Time was running short, and I was called to assist a guest at the reception desk, so I left it up to Chris to deliver the biscotti to the room prior to Mr. G’s arrival. Upon my return to the Concierge desk, Chris gave me the thumbs up that the biscotti had been delivered.
Shortly thereafter, we were alerted that Mr. G had checked in smoothly and Chris and I were posted at the Concierge desk ready to hopefully meet him. Like a bat out of hell, a well-dressed man came fuming to our desk, holding in his arms the unopened, gigantic, lifetime supply, box of biscotti!
With steam fuming out of his nose and ears, he exclaimed, “What the h!@#? I am here for one night! What am I supposed to do with all of this?!” He placed the box in front of me, and like the Tasmanian Devil, twisted off in a tornado of disappointment and bewilderment. Several minutes later, we received an earful of distain from his assistant over the phone.
Chris was crushed. His very first day had gone from the high of delighting, to the pits of dealing with a disenchanted VIP guest. I later found out that Chris didn’t align with any of the food & beverage personnel to downsize the oversized biscotti box into a more size appropriate presentation for a one-night stay. He had simply placed the huge box on the computer desk thinking that was what was expected of him. As his department trainer, this was my lapse in judgement for assuming the special treat had been arranged appropriately. Lesson learned: Never assume. Continuing with the perfect storm, Mr. G’s room had not been inspected by leadership due to an unexpected, false fire alarm which pulled their focus. That lack of inspect let the gigantic box of biscotti go unnoticed.
This is the good part, I remember it like it was yesterday…
Several hours later Mr. G passed by the desk, and I could tell that he was hesitantly ready to converse. With a mustered-up dose of bravery, Chris pounced and said, “Mr. G, I am so sorry for the oversight, being that it’s my first day, I got wrapped up in the excitement and I wasn’t thinking clearly."
I then cut into the dance with, “Mr. G, this was my mistake, and this is not the kind of service that we are known for at this hotel. I hope that you will give us another chance to show you what we truly have to offer."
He stopped me and said, “You just have. After all my years of traveling, this is the first time anyone has ever taken ownership of a mistake in such a natural, genuine way. Normally I’m used to hearing that it was someone else’s fault."
Lightbulb Moment: mistakes happen. It is part of the human experience. Very much like successes, mistakes will also be there - lingering around each corner ready to teach us lessons and help us become even better. Taking ownership of a mistake doesn't come easy as we are not wired to simply put ourselves on the chopping block. It takes support, encouragement, as well as a company culture that cultivates an environment of humility where people aren't afraid of mistakes, they embrace them.
After that night, Mr. G went on to become the hotel’s most frequent, loyal guest. Not only did he become the guest with the most overnight stays, he brought his entire corporate account over with him, and in an unprecedented amount of time, garnered the hotel over $500,000 in revenue.
And you can bet his biscotti was waiting for him upon every visit!