Management by default Part 2
The Fact File
I wanted to stay at Westin
Mumbai, Taj Lands Inn, JW Marriot or Hilton but rooms were not available and then
with great difficulty I finally got a room in one of the mentioned Hotel. My
stay at this Hotel was quite comfortable except for the issues that make good
hotels better. Some of my observations are placed below;
I had gone to the
Hotel at about 12.30 pm with a friend. No porter to help even the doorman not
in sight. We requested the car valet to call for the porter and started to
climb up to the entrance door (about ten stairs). Their was a shout in Hindi “udar
sey apna bag scan kar ke upar aao” (Go to the other side and get your
briefcase scanned and then come up), no “please”-no” polite courtesy”- no one
at the machine to help, even the switch, was conveniently(conveniently for
them) at the door. And they call themselves
5star Deluxe Hotel!
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As the room was
not ready, we decided to sit in the lobby lounge, and wait. While waiting we
ordered one cappuccino and one Iced Tea. It took over twenty minutes to get my
coffee with one piece soggy biscotti; it took another ten minutes to get the
cold beverage. There was only one table other then us.
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After seeing my
friend off, I came up to my room. The hotel room was well
appointed. I tried to switch on the TV- no luck. Finally called for help and
was told that I need to press half a
dozen other switches before remote can start working and this will happen every
time I close the TV. Hassled as I was,
I left the TV on till the next day jus to avoid switching it ON &Off or to call for help each time to
watch a program.
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I had a meeting
with a client at 3pm-I took him to the lounge. No snacks were available; we
ordered one tea a cold coffee and some French fries. It took twenty five minutes.
Bad service, bad food and zero courtesy’s plus were charged for all these items
in Executive lounge. Even next morning buffet breakfast was really a joke- it
reminded me of Drive in Motel breakfast in USA, which usually have better
choice.
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Back in Room,
still hungry I ordered Pakoras (Room Service recommendation). Came on time but without
Tomato sauce, Tabasco or even Salt & Pepper. Waiter was polite and ask me,
when he can come for clearance- half an hour I replied. But no one came to
clear the tray-luckily for them I ordered Dessert at about 10 pm so that tray
was cleared. But dessert tray was not collected till I checked out next day at
about 11.30pm. And Yes! here is the
clincher that concludes my critical
appreciation and the tale of anguish ; There
was no Evening Service provided in the room, (
This is an important element of the schedule
for housekeeping staff, where the room is tidied, essentials replenished so
that the guest can have a comfortable evening followed by a good night’s sleep).
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Buffet breakfast in the restaurant was quite elaborate. But As usual service left very big hole in terms of hospitality, friendliness and basic courtesy. No one welcomed and no one said thank you or goodbye when the Guest was leaving.
Buffet breakfast in the restaurant was quite elaborate. But As usual service left very big hole in terms of hospitality, friendliness and basic courtesy. No one welcomed and no one said thank you or goodbye when the Guest was leaving.
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Next morning when I checked out, the receptionist asked me two very stupid questions:
Sir, would you
like Airport Drop or would you like to take Taxi? Being Airport Hotel, I
asked if it was complimentary? No Sir you will have to pay for the it.
Sir would you
like to carry your own luggage or should I call the porter?
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The purpose of writing this ‘Hotel stay evaluation’ is
to once again highlight the heartless, thoughtless style of American
hospitality devoid of all sensitivities, now being conveniently practiced as
the industry moves on to learn the better of west. But in the Indian context, it is this kind of service that makes you
feel like as if one is being taken for good ride. Perhaps the need of the hour
is to strike a balance between East & West. May be its time to rediscover
the soul of Indian Hospitality in order to strike the right cord in the minds
of our guests in India and from across the seven seas who feed the industry.
Written by Anil Chak & Virat Varma
