Tips for delivering your customer service promise - Insights

Tips for delivering your customer service promise

Away Spa Director Charlie Queeno of W Scottsdale

Our customer service promise is to live and breathe Whatever/Whenever. We strive to deliver whatever guests want, whenever they want it, and all they have to do is ask. We try to make even everyday moments epic. Here are a few ways we make this happen.

Keep them engaged

Why sit and watch when you could be part of the action? We constantly look for ways to enhance guests’ stays by surprising them with the new and unexpected. For example, we spice up bland meetings with a smoothie bike to get moving in between sessions. The bike provides a dose of endorphins and creativity-boosting fuel to keep people going longer. Want something stronger than a smoothie? Coming right up! We’ll often set up a mixology class to teach guests the ins, outs and history of cocktails. We always end the class with a cocktail competition n to get everyone involved and active (and bring out their competitive spirit).

Bring the party to them

WET at W Scottsdale pool

W Scottsdale is the heartbeat of Scottsdale’s Entertainment District because we regularly host scene-stealing events showcasing the best Scottsdale has to offer, from fashion shows to boundary-pushing nightlife, live music and art. We scope out trends and take them to the next level with our events, giving a behind-the-scenes look at what’s new and next.  Once the lights go down, our Living Room transforms into a stylish lounge where hotel guests mingle with Scottsdale locals while listening to beats from national and homegrown artists with a custom cocktail in their hand every Wednesday through Saturday night.

This nightlife is amplified on our rooftop, where guests can revel at W Scottsdale’s WET Weekend parties. Soak up the Sonoran sun and splash around while bold beats pulsate through the crowd, fueled by our resident DJs. Iconic cocktails and shareable plates set the tone for the ultimate pool party. Guest can also spice up their regular fitness routine with energetic programming at W Scottsdale. Fitness classes are regularly offered and open to the public, ensuring a workout never feels like work. Between the workouts, sunbathing and live music, we also host one of a kind concerts, shows and experiences that are guaranteed to blow guests’ minds.

Invite only

You’re the VIP at W Scottsdale. We create custom private events for the sheer pleasure of seeing the WOW factor on guests’ faces.  Each week, General Manager David Cronin hosts a Cocktails with Cronin party, where he shakes up a different creative cocktail with the best local spirits, mixers and garnishes. VIP guests are invited to join David for an hour of free drinks and good conversation. Looking for something more exclusive? The new AWAY Spa offers a Secret Menu that can only be accessed by a limited number of people via private code. Added bonus: anyone who mentions the Secret Menu will get a cocktail on the house, served up fresh at the spa’s reception desk which doubles as a cocktail bar.

Customization is key

Introducing the Insider: W’s version of a concierge and a key position at each and every W Hotel worldwide. The biggest difference between W Insiders and concierges is the network of connections each Insider brings to the table. These global trendsetters are renowned for their intimate knowledge of their city, as well as their influential connections. Insiders are ‘in-the-know’ and provide high-luxury experiences to guests that only a local can access.  Our Insider is ready to give guests a velvet rope nightlife tour of the Entertainment District or fill a bathtub with bottles of bubbly. Whatever you want, whenever you want it, that’s the mantra of an Insider.  

Self-care 2.0

Kick everything you know about spas out the curb. The W Scottsdale AWAY Spa offers a modern take on traditional self-care. Our spa is more than a facial and a 50-minute massage; it’s an experience. We’re changing up the spa concept from generic treatments to customizable experiences that let guests feel their best no matter what their schedule looks like. This might be a 15-minute eye treatment to de-puff before a big meeting, or a late night Spa After Dark party complete with glow-in-the-dark masks, green juice cocktails and DJ tunes.

About the author

David Cronin is the General Manager of W Scottsdale.

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