Customer appreciation letter

To our valued guest,

We would like to thank you for staying here at Le Ciel. We hope that you enjoyed your stay here! It is our pleasure to serve you.and we hope that we will see you again here at Le Ciel. Take care and Au revoir!

From: Le Ciel hotel-resort staff

From LOCAL to INTERNATIONAL (strategic objective #10)

As of today, Le Ciel hotel-resort is getting more popular and gaining more guests and clients. So, the owner together with the board of trustees thought of making Le Ciel international. We want to make our network and business bigger. Probably at first we'll bring it to our neighboring Asian countries. We want to introduce to the other countries what the Philippines is by bringing them one of the finest hotels in our country. We want them to experience our famous and traditional cuisine and of course the traits of the Filipinos such as hospitality, courtesy and friendliness. Another part of our plan is to put up pictures of our famous tourist spots in the country and of course all of our designs and furniture's will be very native and Filipino based. It will be a combination of the native indigenous materials and the modern designs of today. And hopefully, when this happens, by using our hotel, we can attract more tourist to come and visit here in the Philippines. In that way, not only did Le Ciel become successful but our beloved country gained more tourists as well.

BIGGER and BETTER! (strategic objectives #5)

Hotels and resorts nowadays are continuing to develop. Having new and advanced technology that they use to operate their business with their extravagant and magnificent interior and exterior designs that certainly attract clients and guests. Of course, Le Ciel hotel-resort won't be passed by! We will go BIGGER and BETTER! Since we are in a very competitive business, you should either go with the flow or be ahead of it.
Now, we all know that in every hotel, they have a signature feature. You know, that something that makes the guests come back for more. For example, Crown Regency hotel is always visited by tourists because of their famous sky adventure while Shangri-la hotel is known for their warm and very accommodating staff that makes the guests specially the tourists feel like they are at home. So, our company thought of something that we'll add to our hotel's features. We want our hotel to not only be known as a place for relaxation with our spa's and a breath-taking view by the beach but also a place for entertainment and partying. So, since Le Ciel has an annex, we thought of putting up a casino in it and build a club inside as well. We were very much inspired with the hotels of Las Vegas so we decided to bring some of the features of Las Vegas here in the Philippines, because we all know that some tourist are still looking for different ways to entertain themselves while staying here in the Philippines, so why not bring entertainment in the hotel they are staying at! Another plus is that we'll conduct events to entertain our guests. For example we'll have a "Ladies night" or some kind of product launching to attract more clients. Le Ciel is taking a step-by-step developments not only to have more guests but also to meet the wants of our clients. Who knows? Maybe with Le Ciel's continuous progress, we might also have our very own theatrical plays and more. Lets wait and see!!

Telephone conversation

Owner ( me) : Good afternoon! Welcome to Le Ciel hotel and resort! I am Anne and what can I do for you?
Customer ( Jhai ) : What is your house specialty mainly in your restaurant?
Owner: For main course, our specialty is the roasted meat with creamy jardiniere and for dessert is the mouth-watering chocolate mousse created by our chef.
Customer : Sounds good! What about your drinks?
Owner : For our drinks, we are famous for our strawberry-banana milkshake and our zesty lemon iced tea.
Customer : Oh, sorry but I don't like strawberry-banana milkshake. Do have mocha shake with chocolates on top?
Owner: Yes ma'am. If you want I'll recommend you our choco-mallow float. Its one of our best drinks in Enclave.
Customer: But I want mocha. Can you give me that?
Owner : Of course ma'am. Would you like mocha shake or mocha frappe?
Customer : I like mocha frappe. That's what I'll order.
Owner : Okay ma'am. Would you like it delivered to your room or you'll just eat in our restaurant?
Customer : Please deliver it here in my room.
Owner : Okay ma'am. We'll deliver your order right away. Is there anything we can do for you ma'am?
Customer : None. Thank you so much!
Owner : You're very welcome ma'am. Thank you for calling Le Ciel hotel and resorts. Enjoy your stay here and have a nice day! 

Help / Menu guide

Dial these numbers for:

21 - Emergency
0 - GSC ( Guest Service Center )
7213 - Laundry
7399 - Concierge
6190 - Duty manager
7999 - Engineering
7996 - Rooms controller
7995 - House keeping
7954 -Security
7953 - Front office
7952 - Reservation Information center

Customer care norms

• Respect

- Respect comes from an understanding that every person is unique and valuable. 

- Our guests are very important people and we must treat them with respect to build a lasting relationship.

- To demonstrate respect, we must: Respect our guests privacy, their culture and religion. We must also respect   their wishes and always try to accommodate their requests, unless they are illegal. We should not discriminate them nor embarrass, belittle or neglect our guests.

  

• Humility

- A humble person is unpretentious and modest. He/she does not think that he/she is better or more important than others.

- To demonstrate Humility, we must: Put our guests as our first priority. Humble ourselves, treat our guests respectfully at all time, even when they are wrong. And we should not argue with our guests in order to prove we are right / justify our actions.

• Courtesy

- A courteous person creates a good and lasting impression.

- It means politeness, good manner and being considerate.

- To demonstrate Courtesy, we should: Be polite by using courteous phrases with the appropriate tone and expressions. Be of good manners. Be considerate by putting ourselves into the shoes of our guests. And finally, Constantly having a genuine and sincere SMILE to welcome and greet our guests.

• Helpfulness

- Helpfulness is one of the core values that enables us to show that we are customer-focused.

- To demonstrate Helpfulness, we should: Anticipate guests needs and offer services. Provide one-stop-shop service. Go to the extra mile to offer further assistance. Follow up to ensure that guests needs have been met.

• Sincerity

- We must have the genuine desire to serve our guests. To delight them each and every time.

- Sincerity must come from the heart. You must take ownership to care for our guests. You must enjoy our work. We must have the right attitude.

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