We wear our customer's shoes
Whatever / Whenever ® as long as it's legal - exceptional customer service, delivering exactly what the guest wants, when they want it, is at the heart of W's huge success. It's a philosophy we share and one of the reasons W turned to ACT Clean ahead of the opening of their first UK hotel at the beginning of 2011. As one of the most exciting new hotels to arrive in London, the pre-opening months were a hugely busy time.
We first spent time understanding the W values, ethos and aspirations. And working with the management team to understand exactly what they wanted. So we could deliver exactly what they needed.
We recruited kitchen stewards, spa stylists, over night cleaners, public area cleaners, room stylists, head stylists, porters, spa attendants and office coordinators – recruiting people to the exact criteria that W themselves recruit to. The same interview and selection process as all W interviewees undergo was also delivered by us.
W's employee handbook, SOP's and training styles were incorporated by us into our teams' training. We believe it's important to immerse ourselves in our clients, rather than take the usual supplier ‘one approach fits all' tack, and we shape our approach to fit each client.
In fact the Director of Style and Wash so liked the first person that we supplied, they became a hotel employee. So we agreed that at any point in our partnership, after three months of service with ACT Clean, that W could make any of our employees their own. At no charge whatsoever.
We helped with anything that was needed to get the show on the road - from helping W to prepare public areas and guest bedrooms for photo shoots to deliveries and unpacking.To loading bay operatives and cinema ushers. Because when you're opening a hotel like W, everyone just needs to do whatever needs to be done, whenever.
And now it's open, it's not unusual for guests to still be partying in the bar at 4am. So we manage the cleaning requirements around the business levels. No matter what. It's a simple case of working together to make sure the guest experience is seamless.
We first spent time understanding the W values, ethos and aspirations. And working with the management team to understand exactly what they wanted. So we could deliver exactly what they needed.
We recruited kitchen stewards, spa stylists, over night cleaners, public area cleaners, room stylists, head stylists, porters, spa attendants and office coordinators – recruiting people to the exact criteria that W themselves recruit to. The same interview and selection process as all W interviewees undergo was also delivered by us.
W's employee handbook, SOP's and training styles were incorporated by us into our teams' training. We believe it's important to immerse ourselves in our clients, rather than take the usual supplier ‘one approach fits all' tack, and we shape our approach to fit each client.
In fact the Director of Style and Wash so liked the first person that we supplied, they became a hotel employee. So we agreed that at any point in our partnership, after three months of service with ACT Clean, that W could make any of our employees their own. At no charge whatsoever.
We helped with anything that was needed to get the show on the road - from helping W to prepare public areas and guest bedrooms for photo shoots to deliveries and unpacking.To loading bay operatives and cinema ushers. Because when you're opening a hotel like W, everyone just needs to do whatever needs to be done, whenever.
And now it's open, it's not unusual for guests to still be partying in the bar at 4am. So we manage the cleaning requirements around the business levels. No matter what. It's a simple case of working together to make sure the guest experience is seamless.