Service at its Best
The Dan Hotels, Israel, prides itself on providing the very best hospitality experience to each and every guest - with first class service being at the top of the list.
ISRAEL, August 21, 2012
Nadia Morozov, the Lobby Manager at the Dan Accadia, Herzliya has a remarkable tale of outstanding service to tell. She personally took care of a young Russian couple who were staying in the hotel when their baby became ill. After her shift finished at midnight she was uneasy at home and came back to the hotel in the early hours of the morning, to take the family to the local Emergency Room. She stayed with them until 6.00 in the morning when they were released and as the couple could only speak Russian, Nadia translated all the conversations with the medical staff, sorted out the paper work and helped them collect the medicine.Such remarkable acts of kindness are not so uncommon throughout the Dan chain. Providing excellent service for guests is right at the top of the priority list for all employees, who regularly attend training sessions and forums to ensure that each and every one is encouraged to go over and above what is expected from them.
Orly Bergman, Training Department Manager, remarked that; "Staff in every hotel is encouraged to not only want to serve, but to pay attention to everything that is going on around them and be willing to take the necessary actions." There are other heart-warming stories such as, Estee's from Dan Panorama Tel Aviv who helped an important guest when her luggage was lost, the bellboy who assisted a handicapped guest at the King David, and Naim's story about how he saved the day at a boy's barmitzvah at Dan Panorama Jerusalem.
(See: http://www.youtube.com/watch?v=xFYSXIU4o64&feature=channel&list=UL)
During 2011 each hotel was asked to provide Head Office with the story of their Employee of the Month. This could involve any staff member who had made a difference to a guest in some way, and eventually an overall winner from these monthly stories was chosen: "Not an easy task", Orly says, "but one we were all delighted to be involved with". Finally at the end of the year a winner of the year was chosen and treated to a week's holiday in Italy.
Ami Hirschstein, the chain's President said, "We are proud of all our employees and offer a lot of encouragement to ensure they continue to provide our guests with the very best hospitality experience. These stories (and many others) prove that in the Dan chain we have heart - and it shows."
About the Dans:
The Dan Hotels has 14 luxury hotels in prime locations around the country. Established in 1948 it has grown up alongside the nation and continues to provide the very best in luxury accommodation.