At Your Service
A personal touch of thoughtfulness for your stay at Citadines Prestige Opéra Vendôme Paris
Issue: Oct 2011
Convenient location and excellent service make Citadines Prestige Opéra Vendôme Paris a must-stay when you are in the city
Citadines Prestige Opéra Vendôme Paris has many things going for it. For one, it is located right next to Place de l'Opéra or The Hub of the Universe. As its name suggests, it is where the action is. Citadines Prestige Opéra Vendôme Paris sits in a thriving business area filled with elegant luxury shops and cafes, tourist agencies, branch offices of both local and foreign railroads, air and shipping lines, as well as banks. For another, this 57-unit Apart'hotel has a fine suite of rooms to choose from, all elegantly decorated. But what truly set Citadines Prestige Opéra Vendôme Paris apart are its value-added services that are personalised, personable and par excellence.
Citadines Prestige Opéra Vendôme Paris's 57 units are decorated in clean modern lines, contrasting beautifully with the old European charm of its architecture
Residence Manager, Anita Steinmann, whose commitment to service has built a team at Citadines Prestige Opéra Vendôme Paris who is a class above others
From the Heart
Personifying this excellent service is Residence Manager, Anita Steinmann. Hospitality is in her genes. Her aunt and uncle own a hotel-cum-restaurant in the East of France. As a little girl of eight, Steinmann used to follow her parents to the establishment to help out. Starting at the bread station, she graduated to waiting tables during summer as she got older.
"It made me realise that I like to be in contact with guests and make them happy," said Steinmann. "To me, service must come from the heart. We go the extra mile to make our guests feel at home and recognised."
This is the very culture she has established at Citadines Prestige Opéra Vendôme Paris where guests are not simply greeted with a perfunctory smile but treated like special individuals. Barbara Tiessen, Citadines Prestige Opéra Vendôme Paris' receptionist who has since been transferred to another Citadines property, realised that one of the guests was interested in German. Being German herself, Tiessen made it a point to converse with the guest in German.
The guest, Matthew Goetz from Harvard University in America, had lived in the Apart'hotel for a month in June this year. He said, "I always appreciated the many conversations switching from English to German and then to French. Her devotion of time to an area of my life that I consider important—language—and her ability to encourage my professional growth there is illustrative of one who saw me not as a number or a room-rate, but rather as a fellow learner, a partner in intellectual exchange. Outside of the classroom, I argue how rare it is to find someone who is this connected to the growth of another."
Former tour guide and now a Customer Service Officer at Citadines Prestige Opéra Vendôme Paris, Christian Lanzett, would give Goetz "exceptional recommendations on where to go and what to do during my breaks from work".
"Sincerity of word and action is how I best define Christian," added Goetz.
Customer Service Officer, Christian Lanzett, puts his past experience as tour guide to good use by recommending places in Paris to visit
Service with Consideration
For their long-staying guests, Citadines Prestige Opéra Vendôme Paris has a thorough and thoughtful plan to make them feel right at home. From before they arrive, to the day of arrival and throughout their stay, Steinmann and her team make sure guests know about the amenities available in the Apart'hotel and have the necessary information they need to explore the city.
But beyond the basics, Steinmann goes a little further with surprise birthday parties with personalised gifts and gift packs for the children with drawing kits, mouse for the computer and chocolates. For one of their long-staying guests, Mrs Lorena Cerda, who was staying with her three teenage children, Steinmann and her team found out that her husband would be joining them for their 30th wedding anniversary. They arranged for a complementary apartment for the family and a bottle of champagne and a cake for the occasion. Since her birthday took place two days before her departure, the team also threw her a birthday party and gave her a book about France which they all signed.
At Citadines Prestige Opéra Vendôme Paris, long-staying guests such as Mrs Lorena Cerda (middle) are treated like family and their birthdays are remembered and celebrated
For another guest who was staying at Citadines Prestige Opéra Vendôme Paris for two months, they arranged for flowers to be placed in his apartment on the day his wife was arriving to join him, along with a personalised welcome letter. They also made sure housekeeping was done while he went to pick her up from the airport so that they would return to a pristine apartment.
"I always try to exceed the guests' expectations at all times," said Steinmann.
And it is this vision that spurs her whole team. When she discovered that Goetz's room had not been cleaned as thoroughly as it should have been, her response was, "Either we do it right or we don't do it at all." The situation was quickly redressed and a complementary basket of fruits was promptly sent to his room.
Steinmann even allowed Goetz to store his bags at the Apart'hotel when he had to continue his work in Paris after his stay at Citadines Prestige Opéra Vendôme Paris was over. She also stored an additional bag that was highly valuable in her own office for safe keeping.
"Anita creates and consistently defines - through her continual and determined presence - the warm and welcoming environment that has encouraged me to return in the future and continue to recommend that the Embassy maintain its housing relationship with Citadines Prestige Opéra Vendôme," said Goetz who had been working for the US Embassy in Paris during his stay in the city.
Night receptionist, Lamine Djaafar, also went out of his way to help. He thought nothing of lending Goetz 10 Euros to take a taxi to a business meeting one day when the guest did not have time to go to the bank to withdraw money.
François Penda's prompt response to Mr Goetz's request long after the latter had completed his stay is just another fine example of value-added service
"While I certainly understand that this is not a sustainable practice, Lamine provided a kind service, a personal service that allowed me to accomplish that which was needed. Such forethought and selfless duty speak volumes about both Lamine and about the exceptional leadership climate at Citadines Prestige Opéra Vendôme Paris," said Goetz.
Long after they return home, Citadines Prestige Opéra Vendôme Paris continues to add value to its guests. A month after his stay, Goetz needed a detailed receipt of his stay but had misplaced the original documents. Receptionist, François Penda, e-mailed him what he needed within 20 minutes, days ahead of Goetz's expectations.
Attention to Details
At Citadines Prestige Opéra Vendôme Paris, every detail counts.
"We notice the Japanese prefer twin single beds to double beds. So we try to arrange for them to have the apartments with the single beds," said Steinmann. In addition, the room directory has been translated into Japanese because the Apart'hotel is popular with Japanese visitors.
"Most of them do speak English and French but we thought it is a nice touch that would make them feel even more at home," said Steinmann.
Citadines Prestige Opéra Vendôme is the kind of place where people are noticed. When they realised that Goetz had been hard at work in his room for a few days, Steinmann herself called him to make sure he was alright.
"She asked if I was okay and if they could clean my room. These were just the questions I needed to be asked. Anita indirectly reminded me to be sure to enjoy Paris, all while sharing her true kindness and concern for a resident," said Goetz.
Attention to detail also extends to the contract staff hired to clean the property. "Drame Fousseiny cleaned the lobby and the restaurant anteroom with such ginger-yet-thorough care that on sunlit mornings, the floor glistened with the beautiful Parisian sun," said Goetz.
Nathalie Epaminondas makes breakfast at Citadines Prestige Opéra Vendôme Paris an extra special experience with her genuine warmth
Nathalie Epaminondas, who works at the Apart'hotel's restaurant, would also send up fresh fruits and nuts to help sustain Goetz in his challenging work.
"Anita and her team have consistently lived and practised our high service standards along with our brand promise with our residents," agreed Mr Tan Choon Kwang, Managing Director, Ascott Europe.
For such outstanding efforts, the Apart'hotel was conferred a Certificate of Recognition at the 2010 LIFE Heartware Team Award by The Ascott Limited. It also won a TripAdvisor Certificate of Excellence in 2011. Certainly, going beyond the call of duty to add value to their residents' stay deserves such high praise.
Stay with us in Paris at...
Citadines Prestige Opéra Vendôme Paris
2 rue Edouard VII
Tel: (33) 01 40 06 56 00
Fax: (33) 01 40 06 96 50