The Adlon Hotel: Berlin
Our World | On 19, May 2011
Why is it that courtesy, great staff attitudes and general helpfulness so often stands out as the exception rather than the rule?
I have just recently enjoyed an exceptional experience on an event that P&MM operated in Berlin. The Adlon, that genteel ‘Grande Dame’ hotel straddled between the big embassies and the Brandenburg Gate, was chosen for an event celebrating the best in customer service for a well-known global automotive company. My goodness, we really chose well!
Our event was a gathering of the best performing dealerships from over 25 countries, where in a whirlwind 24 hours they were recognised and rewarded for being the ‘best of the best’ in their field. The Adlon exemplified the same qualities at every touch-point. When choosing a venue in which to hold such a prestigious event, one always looks for brand fit where possible, as well as somewhere that mirrors the client’s own values. It was for this reason that we chose to use The Adlon hotel; it is of course beautiful, which one would expect of a landmark property in such a high-profile destination. However it was the general attitude of every single staff member that made it even more memorable. They have mastered the slightly spooky art of recognising everyone’s name, they were not at all ‘prissy’ about us using some sensitive branding (even though they had various heads of states staying), they helped when we needed it and they never imposed their will on us. At all times, even in moments of high-drama, they maintained a friendly professionalism, which to be honest, was contagious…it actually lifted us, the organisers at times! As a result, the guest experience (as well as our own) was simply perfect. You can of course find out more on this hotel via the Kempinski website; www.kempinski.com/en/berlinadlon/Pages/Welcome.aspx, but I thought it worthy of filling you in on the bits that the website can’t really demonstrate.
In addition to The Adlon, we also used Club Felix – that stalwart of Berlin’s night scene. From here we hosted the actual awards ceremony. The club opened for us exclusively at a time when most night-clubs are really just undergoing set up. Once again, the management and staff there really could not do enough to help us and we were able to deliver (at not unreasonable cost) a great ceremony before we headed to the Reichstag for a private dinner. Once at the Reichstag, even the security guards at the German Parliament were polite, efficient and good natured, as were the staff in the private MP’s dining room. The staff worked with us, they had our best interests at heart, service was slick and the food was great.
Overall, this was a text-book event, everyone worked together for the common good, which of course was to make the winners’ experience one to remember (for all the right reasons!) Berlin delivered and it was such a refreshing experience to work in a capital city where every person we encountered at our numerous venues really seemed to WANT the business. It might be a city that can be a tough sell on occasions as it is not perhaps as glamorous or exotic as other European cities, but if excellence at every turn is what you want most from your event…this is a city that seems to deliver with aplomb. Auf wiedersehen pet!