A Bento-Box
✦Story
After much encouragement from friends, I am thrilled to launch this linkedin page dedicated to sharing the extraordinary customer service moments I've encountered throughout my life. These stories are more than just tales—they are testaments to the power of kindness, thoughtfulness, and the profound impact of simple gestures.
Through storytelling, I hope to inspire service providers everywhere to embrace the art of excellence and compassion. Together, let's celebrate these acts of goodwill and encourage a world where exceptional service becomes the norm, enriching lives one interaction at a time
This week’s story takes us back to the Shangri-La Hotel in Tokyo, where in 2014, I conducted a Quality Diagnostic Review and Training Workshop for the hotel’s project teams. During my 10 years with Shangri-La Hotels and Resorts, I had the privilege of visiting over 120 properties, often more than once. Yet, I only visited this hotel once. But as fate would have it, that single visit left an indelible mark on me—a memory so vivid that it resurfaces every time my family and I dine at our favorite Japanese restaurant here in the Bay Area - Spiral.
Shangri-La, Tokyo, and the Narita Express Train Station
On the day of my departure, I had an early morning flight back to Hong Kong, requiring me to catch the 5 a.m. Narita Express high-speed train. As I stepped into the lobby, luggage in tow, I was met by Mr. Kenji, a member of the overnight staff. When I inquired about the best way to get to the station, Mr. Kenji didn’t just give me directions. He insisted on taking my luggage and personally escorted me on a 25-minute walk through a maze of underground hallways, all the way down to the train platform. His dedication and attention to detail were remarkable.
As we approached the platform, I realized that none of the nearby restaurants were open. I silently hoped to find a vending machine on the train to grab a bite for the journey. But just as we said our goodbyes, Mr. Kenji reappeared. He had excused himself, gone to a nearby restaurant outside the station, and returned with a bento breakfast box for me. Astonished by his thoughtfulness, I offered to reimburse him, but he politely declined, saying it was his honor to assist me.
“This is a small gesture,” he said with a humble bow. “I learned something invaluable from your workshop—the Art of Anticipation. Give the guests what they want before they even know they want it.” His words echoed one of my guiding principles in hospitality, and I was deeply moved by his commitment.
On the train ride to the airport, I couldn’t help but feel a profound sense of pride. Despite the language barrier and the necessity of a translator during my workshop, the essence of service—anticipation and thoughtfulness—had transcended words.
Though I never had the chance to visit the Shangri-La Hotel, Tokyo again, their excellence consistently shone, earning them a place among the company’s top-performing hotels year after year in Guest and Event Planner Engagement scores. And while my tenure with Shangri-La has since ended, the memory of Mr. Kenji's gesture remains a powerful reminder of the profound impact of authentic hospitality. It’s moments like these that remind me why I’m so passionate about this industry—because true service, at its core, is about creating lasting connections and unforgettable experiences