Customer Service

The Show Must Go On!

Working in an environment that is based around an ethos of outstanding service, providing world class guest experiences and going the extra mile means that The Kingsmills Hotel staff sometimes have to get creative…

 

That creativity can be about developing a really fun (albeit slightly off the wall!) Girls Slumber Party Package and other innovative special offers, or creating a truly indulgent spa experience.  Have a look at our spa treatment menu here if you’re in the mood for some pampering! Recently, however we took the concept of creativity quite literally to help one of our guests out of a potentially sticky spot…

 

The Kingsmills Hotel recently hosted a group of actors who were filming a period drama at a nearby stately home, and it was great for staff and guests to see the colourful characters around the hotel.  One of the actors was understandably alarmed to realise that she had arranged to have her costume laundered, unaware that the laundry would be closed on the Sunday – the day of filming!

 

Thankfully our Operations Manager, Sandra, understands fully two important concepts which are ingrained in each and every staff member here at The Kingsmills Hotel:

 

  1. Always go above and beyond to create a great guest experience, and
  2. The Show must go on!

 

Kingsmills hotel, hotels in Scotland, excellent customer service

Recognising the guest’s alarm, our Operations Manager asked ‘What does your costume look like?’  Thankfully this particular guest wasn’t playing aristocracy and didn’t require puffy sleeves in opulent fabrics or elaborate bodices adorned with jewels!  Grateful to learn that the actress’ character came from the other end of the social hierarchy, and needed only a long black skirt with black cape and cream coloured ruffled collar, Sandra set to work to make a replacement.  It’s amazing what banqueting covers and a ‘can do’ attitude can create! So, with Sandra’s help, the cast pulled off an amazing performance, the show, indeed, did go on as planned.