Lasting Experiences At Ascott |
Named 'Best Serviced Residence Operator' for the sixth year at the TTG Travel Awards, Ascott continues to captivate its guests with its signature service and hospitality |
Issue: Nov 10 |
This month marks 10 years of tremendous achievement for CapitaLand. Among many things, the Group’s wholly owned subsidiary, The Ascott Limited has raised the bar for international serviced residences around the world through its three brands – Ascott, Citadines and Somerset. Together, the three brands operate over 26,000 serviced residence units in 71 cities across Asia Pacific, Europe and the Gulf region.
And if you are wondering why Ascott has won over 20 accolades in this year alone, the company makes every effort at the forefront and behind the scenes to deliver service standards parallel to none.
Among its many efforts, INSIDE sieves out 10 of its great residents’ experiences; and behind–the–scene stories from all over the world as a tribute to Ascott’s outstanding commitment to service.
An Initiative AppreciatedImagine finding out that your flight had been cancelled right after you have checked out of the serviced residence. Then just when you check in for another night because you can only fly off the next day, the airline calls to say the flight has been reinstated.
Unfortunately, the run around for Serene Tan and her husband did not stop there. The reinstated flight never took place that night and they had to return to Ascott Jakarta.
Throughout the almost 12 hours of confusion, the front office staff of Ascott Jakarta, in particular, Hambali Zainuddin, Kristiana Ayu Isputrianti and Octa Rambing’s assistance and kindness helped Tan and her husband to manage an otherwise frustrating time.
The staff exceeded the residents’ expectation when they offered them the use of the front office phone to sort out their flight arrangements after they had checked out. The staff also cancelled the extra room night charge when they were called back to the airport shortly after checking in. When they had to return in the wee hours of the morning, they were offered the same room at the same rate immediately.
“They were a total pillar of support at a time when we had no one else to turn to in a foreign city. Our heartfelt thanks to them and count us as total fans of The Ascott Residence from now on!” said Tan.
When Vishnu Navarajan, a resident at Somerset Gateway Kuching suffered a bad sprain while at a nearby mall, Mary Anak Gadum (Guest Service Supervisor), Alim Ali Omar (Engineering Supervisor) and Nizam (temporary staff) teamed up to ensure that he received the care and treatment he needed.
It was late but at 9.30pm, Alim and Nizam pushed Vishnu in a wheelchair over bumpy roads to get him to a sinseh (traditional Chinese doctor). Meanwhile, Mary took the initiative to inform and update Vishnu's family on his condition. The care did not stop there as Alim went on afterwards to a night market to buy some ginger and tamarind, recommended by the sinseh, to treat Vishnu’s sprain.
“I thought that my holiday had turned into a nightmare but as it turned out, the excellent staff you have at the Somerset Gateway Kuching made it more than worth my while,” said the grateful resident in a complimentary note to the three employees who went beyond their call of duty to deliver service.
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