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We Love To Care – Our Story
The We Love to Care programme will continue to mentor future leaders and innovators
Hotel ICON is a place that inspires individuality, productivity and talent, but the icing on the cake has always been the ICON team. Ever wondered how Hotel ICON is ranked No. 2 on TripAdvisor? The We Love to Care Programme focuses on ‘excellence in guest service’ to create an impressive and ‘wow’ experience for our guests. They say people make a place and that couldn’t be more true at Hotel ICON. This award-winning training programme has many success stories and here are some of them:
 Passionate | we love to care stories
Rain on me
It was raining heavily outside and in-house guest Ms C was all wet after cycling in the rain. Seeing that, Concierge Harry immediately contacted Shirley from Housekeeping to dry Ms. C’s shoes with a dryer. Ms C was very thankful for their simple but caring service. Both Shirley and Harry anticipated guests’ needs and created a memorable experience to the guest. |
 Responsive | we love to care stories
We Love to "Chair"
An elderly couple Mr. and Mrs. M arrived at a peak time and the check-in queue was long. They couldn’t find a seat in the lobby so Duty Manager Ivan brought a chair next to the check-in counter, and invited them to take a seat while waiting. Mr. M was impressed with Ivan's caring service which has created a wonderful memory for him and his wife. |
 Responsive | we love to care stories
You Saved My Shoes
On the big day of Ms. C and Mr. A, Housekeeping Shirley found some black sticky marks on the stone floor at the Lobby. When she was removing the stain with Housekeeping - Ming, she found out that the shoe sole of the best man almost came off. Ming immediately approached him and used duct tape to hold the sole temporarily so he could still join the wedding ceremony. Housekeeping Shirley and Chung also took the initiative to help cleaning the stains in the wedding room, making sure the wedding runs smoothly for the wedding couple. |
 Responsive | we love to care stories
Realized Before You Realized
When Housekeeping Wa was cleaning the female guest toilet on 28/F, she found a mobile phone was left behind inside one of the cubicles. She went to the Above & Beyond reception counter immediately and contacted Above & Beyond Hostess Conny for assistance. Conny saw the guest’s photo on the lock screen and recognised she is one of the dining guests in the restaurant. The guest was very surprised and happy after Conny returned her the phone and appreciated Conny and Wa for their attentive service and honest behavior. |
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