01 / Situational awareness at its best

On the previous visit, it took a long time for the customer's food to arrive. The shift manager of our restaurant, Tarja, had served the customer in question and recognized them from few weeks back. Tarja made sure that this time the food came quickly and had a pleasant chat with the customer. Finally, Tarja offered them another glass of wine while they were working. The customer left smiling and thanked that they were remembered.

02 / Sunday chocolate cake

One Sunday, a S-Card Premium customer asked if it would be possible to have a chocolate cake for dessert. Emilia, the shift manager at the reception, said that unfortunately not on Sundays. The customer was a little disappointed and praised the dessert really much afterwards. Emilia promised to check if the kitchen could make an exception today. Tommi, the kitchen shift manager, told that the dessert could be done when the customer had so beautifully praised the dessert. Tommi prepared a slightly larger chocolate cake for their table party of 3, and they thanked the staff very much and were impressed!

03 / Creating happiness for a little guest

The breakfast shift manager Eija gave a little Onni Orava to our little guest, when she heard that the child was staying with their grandparents. Our little guest hadn't slept well last night because they had missed mommy and daddy. Eija also brought meatballs to the child when they wanted them for breakfast. Kitchen shift manager Matias quickly made the meatballs for them. The family later left Eija a gift as a thank you!

04 / Doing groceries for a guest

On a quiet Thursday evening, a lady came downstairs with her walker to ask if we could find buttermilk for her husband, who was undergoing abdominal surgery. The lady was told that unfortunately we don't have buttermilk, but would unflavored yogurt work instead? The lady said that the yogurt would work, but at the same time, Matias, the kitchen shift manager, stated that he did have enough time to buy buttermilk for the lady from the grocery store near us. The lady was very happy about this and told how hard the last days have been for them and that this really warmed her heart!

05 / Running to the train

Silvia from our housekeeping had noticed that a customer had left a bag in our Deli and she quickly brought it to the reception. The bag contained the passports of the couple who had left with the suitcase a moment ago, so Taija, the shift manager at the reception, took the bag with her and ran down to the train station and asked the conductor to announce on the train by the last name of the customers that such a bag had been found. The bag ended up back to its owners and one can only imagine how happy and grateful the customers were! Without the bag and passports, the journey home would have become much more challenging and expensive.

06 / Renovation

The customer's reservation was found to be canceled when they arrived at the hotel. All the hotels in the city were full due to many overlapping events, so despite the search, a room for the customer could not be found. However, we had one room completely out of use due to a broken shower door, so Taija, the reception shift manager, left the reception to unscrew the door. Matias, the shift manager of the kitchen, came to help carry the door and after a little cleaning, the customer was able to stay in the room and was satisfied to have a roof over their head, even though the shower door was missing this time.

07 / Small actions, great impact

The customer was in trouble when the hotel's parking garage was full and they had a 1-year-old and all the baby's accessories and other things with them. They had clearly had a rough day anyway and asked at the reception, on the verge of tears, how to act when the garage would have been the most convenient for them, because there is direct access to the floors by elevator. After thinking about the situation, Julia, the shift manager at the reception, exceptionally gave permission to leave the car in the place of the vacationing restaurant manager, and the customer had outright sighed with relief. They were even more moved and thanked Julia a lot and called Julia the sweetest person. For Julia herself, the act did not seem very heroic or miraculous, but for the client she found it to be a really great service. Sometimes it's the little things that make the biggest impact!

08 / Rescuing the phone

The customer had left their phone in our Deli. In the middle of the busy evening reception, Ada had taken the phone to the train leaving for Helsinki downstairs, and the customer got their phone back the same evening. The customer was very satisfied that they even left written feedback on the matter!

09 / Intangible Act of Happiness

An older couple ordered pepper steaks in our restaurant Bistro Elli. The gentleman praised the chef for making a delicious steak. As an amateur chef, he wondered how it was possible to cook a steak without blood. The shift manager of our restaurant, Sonia, took the customer to the chef who made the steak, Dan, and they asked Dan about it. Dan shared his tips for making the perfect bloodless steak, which the customer was really convinced and happy about. He praised Dan's steak as one of the best ever!

10 / Morning rescue

The customer said that they used to occasionally buy breakfast from Deli, our hotel's lobby cafe, when they arrive by train to Kupittaa. One morning there wasn't much to offer in the cafeteria yet, but Deli's cafeteria worker Diana made a filled croissant for the customer. This meant a lot to the customer, because they didn't have to think again about where to buy breakfast. The customer thanked Diana for the good customer service, because the customer's morning went much better and smoother. They said that they would continue to come to get breakfast from us!

11 / Problem with a package

The reception shift manager Taija was leaving the office for lunch when she noticed an older lady standing at the reception looking a bit lost with a package in her hand. Taija asked her if we could be of help and the customer said that she had checked that her package could be returned to us and had worked according to the instructions with writing the address card, but still the machine did not accept the package. Taija first went with her to try again and when she didn't succeed, she interviewed more about the return policies of the company in question. It turned out that the lady had also received a printable address card in her e-mail. Taija asked her to show it and sent it from the lady's email to the reception's email, printed and taped it and left together to try one more time if the machine would accept the package. This time the transmission was successful! The lady was really happy and praised how you don't get this kind of service anywhere. She finished by saying: "If I were a more religious person, I would wish you God's blessing!"

12 / Christmas present for the hotel elves

Emilia from our reception loves to do everything with her hands and decided to make those who work during Christmas happy. Emilia brought home-baked apple pies to work for Christmas, taking into account all food restrictions to bring the Christmas spirit to the hard-working hotel elves. The apple pies brought great joy to the entire staff!