Even though Noi Bai Airport Transfer is just a small part of our entire services, we always consider it as the vital one that determines guests’ satisfaction, because it is the very first impression of the guests about our hotel.
Our staffs are always told to be well mannered and professional in every transfer procedure. As usual, we revised information of the guests and flight, and prepare car in advance before going to the Noi Bai airport for pick up.
We also got to know about guests’ personal information, such as nationality, schedule of their trip, so that we can have small talks with them along the way. As our mail conversation with the guest before, we know that the guests were a retired Australian couple coming to Vietnam for the first time. Luckily, our hotel would be their very first accommodation for them in Vietnam.
They intended to stay at our hotel for 2 nights and spend 1 night in Halong Bay for the Halong Bay discovery trip, which would be arranged by our travel desk. We arrived at the airport 30 minutes earlier before the flight landed and went to see the terminal of the flight. Then we brought with us the placard that had been prepared before and awaited for the guest at the terminal. The flight was a little late yet fortunately, we met the guests with delightful faces at the end.
We greeted the guests and introduced ourselves then we took the guests to the car waiting outside. They had a long waiting time and tiring flight from Australia to transit in Singapore 10 hours before landing at Noi Bai Airport Transfer. They looked tired and weary yet still talked to us with smiley expressions, which absolutely inspired us to bring them most comfortable feelings.
On the way back to the hotel, we had interesting conversations with the guests about the differences between Vietnamese and Australian culture and traditions. They were also interested in the countryside scenery and attractions along the road of the Hanoi suburb, which was very distinguished from their home country. The gap between the guests and hotel staff was shortened responsively to the decreasing distance to the hotel.
We finally arrived at our hotel. The bellmen came out to welcome the guests and bring guests’ luggage to the hotel. As soon as the guests reached the reception desk, there was a customer care staff greeting and bringing the guests welcome drink. While the customer care staff was introducing the guests about hotel services and accommodation, the receptionist quickly made the check in process.
The guests were explained about the must-see attractions, entertainment venues and restaurants for fine dining within Hanoi city and Old Quarter. After resolving some concerns from guests, I escorted the guests to their assigned room for shower and relaxing. I introduced the guests a little about the room facilities and amenities and wished them to enjoy their stay with us.
We were so happy that the guests kept smiling from the Noi Bai Airport until get to the room and highly appreciated our staffs and services. That’s what we expect the most after each service delivered to the guests.
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