Hotel Sacher Wien

Extremely courteous and helpful staff. Very well equipped room. Enviable location, with views onto the Stadt Opera. Charming little bar for night caps.

Doormen: very cheerful and helpful; location - very central; cafés: very good breakfasts Front Desk apologised for the problems we had had. Birthday present from hotel in form of a Sachertorte.

Just about everthing (see below). Your staff are exceptional in every respect, warm, welcoming, efficient, eager to help your guests, and always with a smile. The public rooms are stunning; the luxury of the red salon and the blue bar are incomparably beautiful. The chocolate-covered Easter egg in the lobby was charming beyond words. Such personal attention to everything! The public rooms were sparklingly clean. The location is of course perfect. The expensive breakfast was worth every penny.

I liked it. (keep reading) Staying in the Hotel Sacher has always been a dream of mine and I fulfilled it last weekend. The hotel is iconic and the locating is obviously nothing else than superb. I want to start by giving the highest compliments to the concierge team. I was mostly helped by a young fair-haired gentleman called Benjamin? Not sure. Nevertheless incredible. Here are some general things that I noticed (my background is in digital service delivery, selling courses and charging big $$ for services) First. In general I have a slight stiffness in the hotel. That's of course bc it's vienna's oldest hotel, ..., but it negatively influences the connection that your staff is able to create with your guests. My check-in was ok, but I wasn't asked any "small-talk" questions and I felt that I was the one leading the conversation more than anyone else. This was similar to all encounters that I had at the front-desk. Either it's stiffness, shyness, or the employees are slightly afraid of what their supervisor might think if they start talking on a personal level to guests. This brings me to the first takeaway. Educate your employees (front-desk) about how to create deeper and more meaningful relations with their guests. Allow them to greet the guests at the front door, build an SOP for certain questions (I know that Mandarin Oriental does that), and teach them about eye contact, and body language. I highly recommend the book "How to talk to anyone - Leil Lowndes". It will probably get your staff already 80% there. Second. Sacher is really nice. And it's an institution. I felt 1) too much pride of employees to say "I work in the Sacher" and 2) no innovation in terms of service delivery. Concierge should have whatsapp contact, nobody got in contact with me prior to the stay, I checked out and nothing "special" was recognised.

Location was fantastic