I was in the Swan early doors tonight , enjoying the Green 'Big Brother' Chairs ( you will know them , when you see them) . However I digress, A couple came through from the car park , pulling suitcases behind them and looking a little travel weary. No sooner were they inside than a young member of the Swan team who was on his way out stopped , gave them a huge smile and asked if they knew how to get to reception. When they replied No , He happily took them down through the hotel in person. The look I saw exchanged between the couple said it all. that little bit of customer service made such a tremendous first impression on the guests and me .