When a hotel has been open for 25 years, it is natural to have the support of loyal clients — including some who think they know better than the staff.  A regular event host has been using Grand Hyatt Hong Kong since it opened its doors.  As a newly promoted events manager, Gerard was excited to be in charge of helping this client coordinate a 400-guest party with the theme “Fire”.  Gerard knew he had to go above and beyond in order to gain her trust, even though everything was going along just fine because she “knew better”.  Then an unusual request came along: the client wanted a special menu designed to complement the party’s theme — including burned edges on all the display menus.

 

The idea was unusual, requiring time, labour and a twist of artistic flair.  “If it can’t be handled, I will have to settle for standard menus,” said the client.  “It’s not preferred, but what options do I have.”  Gerard was puzzled, but the client’s “impossible mission” also motivated him.  He began weeks of discussions with different departments about how best to create burn marks on the menus’ edges, but no one could settle on an appropriate solution.  

 

Finally, Gerard decided to take a fun risk — he invited 15 of his friends to go to a construction site over the course of eight evenings to use candles and lighters to burn the edges of the menus.  When he finally handed the client the burned, fire-themed display menus, he knew he had gained her respect.

He was right.  In the client’s thank you e-mail to the general manager, she said: “I thought I knew everything, but your team goes far beyond and I am inspired by such a high standard of service.”