Indian Hospiality Industry 2

                            

Management by default Part 2

The Fact File

 Just to DOUBLE CHECK what I had written about the receding standards of the quality of service in branded deluxe hotels  in my previous   blog, I thought I must venture out to cross check if my  observations/remarks were harsh on undeserving hotel properties—so after some more experiences and observations I thought I must update my readers.

      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.

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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