I read a salient post on twitter yesterday from Start Up Britain and felt compelled to sing the praises of those that give exceptional service, ‘Giving customers a tangible experience of your business trumps all else and is the #1 driver of conversation’

So here I am telling you all about the level of exceptional service experienced at our stay over the weekend at The Cedar Court Grand in York (http://www.cedarcourtgrand.co.uk/) whilst highlighting the wider lessons for business.

Our first impression as we drove around the corner to the hotel entrance was that the building itself is so beautifully well maintained, the stonework, the windows & frames, the pavement and steps were as clean as a whistle, which surprised me as the hotel is situated on a busy main road into York, near the train station, across the road demolition work is underway. So how much attention is paid to a maintenance schedule and budget? To be quite honest our experience began before we even met any of the staff.

The Valet parking team were visible at the front entrance of the hotel in readiness for arriving guests. It was ever so funny, I noticed one of the team having ‘words’ with a guy that had obviously tried to drive through the gated road thus causing a blockage, he very quickly sorted the situation, I did notice him grit his teeth , then so eloquently manage himself. The valet acknowledged us in a professional unfussy way, directed us with confidence and before we could turn around, he’d helped us with the luggage from the boot, given us a ticket in exchange for the car keys and he was off with our car. Efficient, willing, confident, patient, and exceptional manners, outstanding! The system they have in place runs like clockwork and the team understand the procedures, as customers we were never left wondering what to do next, neither did we have the need to ask, we were clearly directed, with such grace and regard.

Momentum picking up now, our anticipation rising, and I have to admit a heightened level of excitement at what was to come next. The check-in team of three stood eagerly at the desk, all supported each other with the task of efficiency getting us settled. I must comment at this point about the uniforms worn be the staff, which it’s absolutely apparent; worn with pride, are clean, crisp, neat & tidy, the uniform was uniform without exception. If I had any criticism at all, it would be the linking up of the Spa booking IT system to the main reception, they couldn’t tell me what the bookings looked like for that day, I would need to go down to the spa or ring from the room to find out.

The bellhop arrived just as we were being given our room key; he took my bag, and escorted us to our room, making light and polite conversation along the way. I asked him if York had any big events going on over the weekend, and if there would be any reason why the city would be exceptionally busy. His response was light, bouncy, cheerful and very informative and obviously ‘in the know’ of the goings on in and around York. The process may be routine but his enquiry genuine. I enjoyed the experience. We could tell we would be in for a pleasant stay too, just by the width of the corridors, last week I stayed at Thistle hotel in London Barbican, and I had to walk sideways to get from the lift to my room (slight exaggeration, but I’m sure you get my point).

After a quick scan of the room, which I have to say was exceptional; we were off to make use of the facilities, gym and a swim. The check-in guy, well what can I say, had the body of an Olympic athlete, just the right impression for the environment, again giving us the same polite attention. Spotlessly clean, immaculate space and the showers well stocked with good quality toiletries.

So far I’ve talked about the people, the facilities and the building, I’ve not mentioned the feel of the place, the atmosphere, the things that some hotels get right or get drastically wrong, I can only say that the ‘whole’ was working to appeal to my emotions, I certainly felt calm, relaxed and OK.

We decided to have a couple of early drinks in the lounge before setting out to find a place in the city to eat. The hotel has three lounges, comfy and well served by the knowledgeable bar staff. The service I thought was a little slow, however the team were covering three lounges and serving pre-diners, all again working with synchronicity with the restaurant staff. I can recommend the mojito.

We ended the eve in the same lounge, this time served by a different team of people that clearly had ‘the knowledge’ I’d naively asked for a cognac, but advised of the different types (and prices ,£4.95 -£240)people skills here were fantastic, no game, no drama, just solid adult to adult interaction, spot on! I could have been made to feel daft, our waitress didn’t give rise.

The room on our return had been refreshed, the curtains drawn, the soft lighting from the lamps, the cups and teapot replaced, towels folded and most impressive the cushions taken off the bed and the duvet turned down, Wowee, what a welcome home (from the room fairies). A card on the bed told us what temperature we could expect in the morning along with complementary eye cream for our tired and weary eyes.

We did struggle to make it on time for breakfast, simply because the bed was so comfy, we’d had a busy week, the eye cream (maybe), and the curtains did a fantastic job of keeping out the light. The food and wait for it… the service exceptional, with a wide selection of breakfast food that would suit any diner I’m sure. I tucked into a plate of crayfish, smoked salmon and smoked haddock, nothing here to aggravate my food intolerances.

Checking out was as smooth as checking in, despite the flurry of people leaving all at the same time, the car had been brought around the front for us and just as the Valet team had acknowledged us in they did so out, a truly super start and finish to the cycle of our tangible experience of The Cedar Court Grand in York.

Exceptional service in my opinion begins with the ethos, foundations and is a value that runs like a golden thread right through every aspect of the business to form a culture that requires constant support, engagement, monitoring and improvement from every member of the team from the CEO to the room fairy.