This time my contribution isn't really about time management, although the 'takeaway points' apply to all businesses. Instead, I just have to tell you about some exceptional service.
I've just finished three weeks of very busy work in the UK, staying at a number of different hotels, many of them once large heritage homes now turned into hotels. The settings are almost always delightful, but the standard of service varies.
The one that stood out above the crowd by a country mile was Highgate House near Northampton, part of the Sundial Group. I had three separate stays there, due to the requirements of clients, and don't think I've ever experienced better, more consistent or outstanding service and friendliness in any of the many hotels I've stayed at around the world over the last twenty years.
Here are a few samples, and there were many other instances.
On arrival the first time I asked for an extra night, this one paid by me, not the client who'd booked me in. Ellie, the young receptionist, not only found a room but gave me a better rate than the advertised one. This was without any prompting, and her manager was within hearing. Obviously she was empowered to use her discretion. She certainly didn't know me, but she would have realised I was connected to one of their regular clients.
