Staying at this hotel on business for a week. The regular hotel that I usually stay in is under construction. My assistant says that some of the executives like to stay at this one. So I thought I give it a try.
Arrived at the hotel after a ten hour flight. Exhausted. Ask the reception staff if we can check in earlier, so that we can take a hot shower and get some sleep.
She informed us that the room that we booked is a queen bed. And if we want a king bed room, we had to supplement another $35 a day. And if we need Internet access is $15 a day. We were so tired, and needed Internet to get work done, we signed off on the extra costs. She called house keeping to get our room ready. And told us she will call us on our cell when the room is ready.
We went to a nearby restaurant for a lunch. Mine you, we had soup, salad, pasta, coffee, so it takes a good 45 mins to an hour.
We get back to the reception desk, our room is not ready. We sat at the lobby, for another 15 mins, decided to get some snacks and water at the store. We took a stroll in the shopping mall for another 30 mins. When we get back to the reception desk, the staff would not even acknowledge our presence. No eye contact. No hand signal that says, I will take care of you, just a minute. They proceed to service other customers and gave them keys to their rooms.
I ask another staff for the manager, now that this whole room waiting turned into a 2 hour adventure. Not until than, they noticed that we were noticeably upset and dissatisfied. Found a room in 10 mins. We venture to the elevators to get to our room, the keys failed to work in the elevator, we weren't able to get to our room floor. We venture back to the front desk for assistance.
As a seasoned executive in the service industry, and globe trotting traveller, the front reception staff failed miserably to deliver the first impression of a high end hotel.
The reception staff need training. Eye contact with customers. Set and manage expectations with your customers. Frankly, we would have gone on to do other things, if we knew that house keeping took 2 hours.
Last but not least, understand your customers needs. We mentioned that we were tired multiple times. Staff didn't seem to care. No amount of service recovery would retain your customers, if staff are there just to punch in the info into the computer, execute payments and hand people keys.