1/24 Genuine presence is what stays in the memory

A customer who had arrived by train approached Sandra at the reception. He was clearly nervous and explained that he was on the autism spectrum and feeling anxious because a very close friend had just passed away. He asked if he could hold Sandra's hand for a moment and talk. Sandra agreed, listened, and chatted with the customer. After a while, the customer was noticeably calmer, thanked her, and continued his journey to visit a relative living in Turku. A lovely and understanding Sandra!

2/24 Personalized service

Restaurant staff Janet and Annika performed a wonderful, intangible, and memorable act of kindness! They had a couple of deaf customers in the restaurant who only communicated in sign language. Janet and Annika didn't have a lot of rush at that moment, so they decided to learn a couple of basic signs. With the help of the internet and the customers, they learned how to say "thank you," "you're welcome," and "enjoy your meal!" It was a memorable moment for the customers, where they were truly considered as individuals!

This lovely act of kindness also won third place in the monthly voting across the entire Sokos Hotels chain.

3/24 Genuine care for colleagues

Our chef Dan is always wonderful and considerate of others. He is a great addition to our Team Kuppis! It's fun to work with him, and he genuinely does thoughtful things for his colleagues. Our receptionist Emilia had brought cookies to work, which inspired Dan to make lasagna for Emilia and the other coworkers as lunch for the next day! Such a lovely gesture, and this certainly stayed in the memory of all of us coworkers!

4/24 Consideration for a little patient

A team arrived at the hotel, and one of the players had his younger brother who was supposed to play as well. However, he became seriously ill just before the games and had to go to treatment instead of joining the game. Satu from the sales service called Taija at the hotel reception, and together they came up with a surprise for the boy. They made the bed in the room where he would come for a day visit and prepared a surprise for him. The room contained a football-themed card, a candy bag with a football theme, and a pack of football cards. The boy didn’t end up visiting the room as he stayed at home after being granted leave from the hospital. However, the customer sent huge thanks from the moved father, and the cards made it all the way to their destination!

5/24 Help at the right moment

Emilia from reception assisted a customer with limited mobility and thought of ways to make the customer’s visit more comfortable. With the help of the breakfast team, they offered the customer room service breakfast so that they wouldn’t have to worry about managing breakfast on their own.

6/24 A good start to the workday

A customer was having breakfast with their dog, but because it was crowded and noisy, the dog started to get scared, and they had to return to their hotel room. Emilia from reception noticed that the customer hadn’t had time to eat as they were about to go to work, so she offered them a takeaway breakfast bag. Emilia included some snacks for the dog, macarons, and a small greeting. The customer was so happy with this thoughtful gesture!

7/24 The stuffed animal's adventure at Kupittaa

Reception received an email about a child’s lost toy, which was greatly missed at home. Front desk duty manager Taija found the toy and took pictures of its adventures around the Kupittaa hotel, sending the images via email to the customer. This thoughtful gesture brought joy to the child who was eagerly awaiting the return of their toy! The customers shared their feedback on LinkedIn, where it has gathered about 3,590 reactions, 46 comments, and 9 shares. The feedback even received praise from the CEO of Turun Osuuskauppa and the CEO of SOK. This gesture truly impacted many people and spread happiness!

8/24 Humble customer service

An elderly lady came to the hotel reception asking if the room TV could play the radio. Receptionist Melina went with the lady to the room, but since using the TV was a bit difficult for her, she ended up listening to the radio on her phone. The lady also had some difficulty with the room's light switches and phone. Melina calmly went through everything that was confusing the lady and explained how all the devices and switches worked. Together, they also saved the reception’s direct phone number on the lady’s phone so that she would know whom to call in case of any emergency. Melina reassured her that she could call even if it was a small question. At that moment, there was time at reception, so Melina stayed a little longer to chat with the lady, who was updating how the world had changed. The lady was very sweet, and Melina’s friendly and patient interaction was surely appreciated.

This wonderful act of kindness also won 2nd place in the Sokos Hotels chain’s monthly vote.

9/24 Greetings from Onni

A customer sent a bit of negative feedback about their visit because, due to a human error, the family’s little ones did not receive the Onni Orava welcome gift during their stay. Front desk duty manager Mari responded professionally to the feedback and decided to send Onni’s greetings to the children by post. The package included coloring books, lollipops, tattoos, an Aku Ankka comic, and a little chocolate for the adults too! A great way to turn the experience into something positive!

10/24 100 nights at Kupittaa

At the reception, we learned that a business traveler had stayed with us for 100 nights during his work trips. Frotn desk duty manager Julia arranged a special recognition for his 100th stay with us, which included Turku chocolate, a drink voucher, and a thank-you card with Marianne candies in the shape of the number 100. The gentleman later came and showed us a picture, saying it was a really nice surprise and thanked us. He came back to the reception again and thanked us once more for the thoughtful gesture!

11/24 Things to do for train fans

Receptionist Topi learned that an arriving family with children wanted a room facing the train tracks so the kids could watch the trains. He decided to make an amazing 6-page activity book for the children, so the little ones could spot trains and learn about different types of trains. This handmade cut-and-paste book was a huge hit with the kids! They really liked it, and as thanks, the boys drew a picture for Topi and left it with a smile at the hotel reception, waiting for Topi to arrive for his night shift.

12/24 Some time for mom

At the restaurant, Mariscel helped a mother having lunch with her young baby. It was the baby’s nap time just when the mother was trying to start her meal. Mariscel noticed the situation and decided to help the mother. She gently rocked the baby in the stroller so the mother could enjoy her meal in peace. A lovely gesture for the mother, who came to enjoy her lunch break!