The Sweet Service Award goes to Sue-Ellen at Goozi Cucina in Hermanus, a store selling La Creuset enamelled cast iron pots. A recent BBC cookery programme filmed in France was the inspiration for the purchase. A number of stores in Cape Town and the Boland sell the pots, all at the same price. The customer called a number of the stores, to check prices and availability. Of these, Sue-Ellen was the most pro-active, in promising to order the pot in the desired colour and to have it in the store to co-incide with the client’s next visit to Hermanus. She was a bubbly surprise when the customer collected the pot, with few staff in shops generally appearing to enjoy their jobs. Sue-Ellen is a chef, and loves what she does, to the benefit of her employer, and her customers.
The Sour Service Award goes to Tamarin Byne, Reservations Agent at the One&Only Cape Town, for her arrogance in dealing with guests prior to their arrival. She mispronounced a surname, but refused to call the guest by her first name, saying that she had to use the guest surname. She only sent the paperwork to be completed for the booking three days prior to arrival, instead of at the time that the booking was made 2 months ago. A three page guest arrival questionnaire had to be completed, and as the guest was making use of the South African special of R 3 950 per room per night, she requested proof of South African residence! Payment in full was expected to be taken prior to arrival. The reservation made two months ago with her for dinner at Nobu for 8 pm, was confirmed by her as 6 pm, and then moved to 8.15 pm when the guest pointed out her error. Her boss Klaus Ahlers was great at undoing the damage she had done prior to the guest’s arrival, which had made the guest not want to stay at the hotel any more. A full review of the stay at One&Only and dinner at Nobu will be featured on the WhaleTales blog shortly.
The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog. Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at firstname.lastname@example.org. Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.