A group of six guests from South Africa visited the Club Lounge at The Ritz-Carlton, Moscow. On their first evening at the hotel, Club Lounge Food and Beverage Supervisor Vladimir welcomed the group and offered them a table with a panoramic view of two Moscow landmarks: the Kremlin and the Cathedral of Christ the Savior. They began to order drinks, specifying to Vladimir that they wanted Russian vodka. Vladimir served them Russian Standard Original, explaining to the guests its history and then offered them a variety of traditional Russian snacks.
The next morning, Club Lounge Waiter Nurken, who had quite of bit experience with South African culture, welcomed the guests with a common South African greeting: a three-phase handshake. The guests were delighted by the unexpected beginning to their day and even jokingly complained that they could not remain in the Club Lounge all day. Concierge Natalia engaged with one of the guests who told her the group would be going on a day-long trip into the outskirts of the city. Knowing they would be in a remote area, Natalia made up a detailed map of restaurants and cafes in that area so they would feel a little bit more knowledgeable about the area.
Club Lounge Food and Beverage Supervisor Tatyana and Club Lounge Attendant Elena, who had already become friends with the guests the previous day, were slightly concerned that the guests would have trouble ordering at the restaurant they had chosen based off of Natalia’s suggestions. Tatyana and Elena surprised the guests when they arrived at the restaurant, explaining to the staff that they would help the guests to read the menu and order their food. After the wonderful dinner, Tatyana and Elena escorted the guests to a nearby park for a long walk.
The guests were very touched to be so well cared for by the Ladies and Gentlemen, that they wrote a sincere letter of thanks expressing how they had made them feel at home in Moscow, just as if they were at home in South Africa. On their last day, the Club Lounge team presented the guests with matryoshkas (Russian dolls), candies and postcards and wished them a safe journey home.