One of my favourite little rituals has always been café hopping, and there’s one spot I keep finding my way back to, Izawa F&B Dessert. It’s a cozy little cat café that feels like a hidden sanctuary. The moment I step inside, I’m greeted by a warm, aesthetically pleasing space, with fluffy cats roaming around like they own the place. It’s the kind of environment that instantly helps you relax, where time seems to slow down and every corner makes you want to stay just a bit longer.
But what really keeps me coming back isn’t just the ambiance, it’s the whole experience. For less than MYR20, I can enjoy a satisfying meal along with a dessert. I love their Japanese curry with chicken katsu so much! The curry is rich and comforting, and the katsu is perfectly crispy every time. Still, beyond the food, it’s the people there who make the biggest difference. The owners are warm and welcoming, and the staff always show genuine hospitality, making the experience feel personal instead of just another café visit.
There’s one small moment during my visits that always stands out. The staff would gently ask, “Would you like your shaved ice served together with your meal?” It sounds simple, but it actually means a lot. Instead of letting the dessert melt while I’m still eating, they take the time to pace everything properly so I can enjoy each part at its best. It’s the thought that reflects their sincere care about the customer experience.
This idea goes beyond cafés and applies perfectly to hospitality. At the heart of it is something simple: knowing your guests. When we understand them, we can personalise their experience, and that’s how we truly win their hearts.
Personalisation doesn’t mean making assumptions. For example, if a guest asks whether we serve meals without meat, we shouldn’t immediately label them as vegetarian. Instead, we should ask whether they are vegetarian or vegan, and whether they still consume eggs or dairy. It’s about taking the time to really clarify their preferences.
Once we know their preferences, we can offer suitable options. If the hotel doesn’t have a vegetarian menu, it shouldn’t be seen as a limitation. Instead, it becomes an opportunity to step up. We can take initiative, be flexible, and prepare something that suits the guest. That extra effort shows that we are truly committed to their satisfaction.
Of course, there will be times when we can’t meet every expectation. Imagine a situation where a guest rushes to the front office, upset about flies in the cafeteria, and even threatens to post about it on social media. The issue may have been ongoing for a week due to seasonal factors. The staff might already be aware, but the guest isn’t, and from their perspective, it is a serious concern because cleanliness is something they expect at all times.
In that situation, service recovery becomes important. The key is to take responsibility even if the issue wasn’t directly our fault. We shouldn’t be defensive or start giving excuses about seasonal factors or policies. Instead, we should apologise sincerely and offer a solution right away. This could mean resolving the issue immediately or offering compensation such as a discount or a replacement meal. After that, following up before the guest leaves can make a big difference, and their feedback should always be noted for improvement. When handled well, even a negative experience can turn into a positive one, and it can build stronger loyalty.
At the end of the day, guests don’t expect perfection. They expect care, control, and respect. As hoteliers, we should always aim to provide the best possible products and services because while guests may forget what they were offered, they will always remember how they were treated.
Written by Nur Syafiqah, Associate of Arrowood.
