“Welcome on board, Madame Hardy!” was his warm welcome when I arrived.
And later: “Is everything all right, Madame Hardy? Air conditioning just right? Enough hot water?” And he never forgot that I like to wake up at 6 a.m., have my coffee — with skim milk — for half an hour while watching the world go by, then fruit and cereal or yogurt for breakfast. He decorated my every tray with an orchid. He always folded my robe into the traditional Thai greeting stance. And he always tidied my room—immaculately—before I returned for bed.
And this was just in my room. Throughout the train, in the restaurant and bar cars, the service was spectacular.
My steward was Mr. Panupong Wrassamee, 41 . He was probably the best I have ever experienced on any train in the world—and I personally have ridden 18 of our World’s Top 25 Trains™. Mr. Wrassamee has worked on the Eastern & Oriental for 17 years. His English is excellent. His care was superior, attentive, friendly, and always spot-on. Sometimes, it was over the top. In Chiang Mai, where he lives, he brought me soup and strawberries from his family home.
More than 60 percent of the Eastern & Oriental staff has been with the train since it started in January, 1993—18 years.
That special welcome starts at the top. Mr. Ulf Buchert, a native of Frankental, Germany, has been with the Eastern & Oriental since its inception. A resident of Bangkok for the past 11 years, he is witty, charming, friendly, welcoming and the essence of hospitality.
His staff of 44 includes the chef, two assistant train managers, restaurant manager, assistant restaurant manager, seven waiters, 14 kitchen staff in the two kitchens, 15 cabin stewards and two cleaners. On the regular, Singapore-Bangkok runs, which are done much of the year, they take care of 126 people. On the special Chronicles extended journeys, like the one I took in February, the maximum is 60 persons in 28 “State” compartments and two presidential compartments.
“Somehow, it’s almost like a family,” says Mr. Buchert. “Here, you come on board, everybody is happy, everybody is helping.”
Restaurant manager Chanyuth Techasawat, 46, started as head waiter in 1993 and is now restaurant manager. His training in hotel school, plus five years as restaurant captain at the five-star Shangri-La Hotel in Bangkok, has prepared him well. Every table is meticulously set with the fine china, crystal, silver and linens. The hours are long: he and his staff start at 8 a.m. and end about 11:30 p.m. after the last tall crystal wine glass is polished and put away.
But it’s a fabulous job, he says. “You get to see many places, see so many people, have a chance to go to different countries and not to stay at the same place, same time, every day.” Plus, echoing his boss, “we are much like family here.”
“The key is that you have people who really understand how to give great service,” said Eastern & Oriental Express general manager Leesa Lovelace, a native of San Jose, CA and now a Singapore resident. “They are naturally attentive and kind and genuinely interested in looking after the guests and getting to know them.”
“It makes the journey,” she said.
Indeed it does.
What’s the best service you have experienced on an overnight train trip?