Customer Service in Hospitality

I admit it's tough getting everything right in customer service. But the idea is to try. These are some instances at a hotel chain (reputed) that offer scope for improvement.

The hotel has a room key card that is used in the lift to access the floor that you stay on. The problem is, the card is not read easily, and several attempts have to be made to get the lift to start. Easily solveable, in my view..get a better reader. Since you have to do this several times a day, it's frustrating.

Another level of service is expected from this kind of a brand. We were corporate clients on a business, and our business was at another floor (not where we stayed). But the card did not give automatic access to that floor, even though the hotel knew what we were there for, and where we would have to go. And when this was pointed out, the staff was not apologetic about it :) So much for reputation!

Service at the dining room was patchy, and erratic. Lots of times waiters were around, but it was difficult to get their attention. Tables were not cleared promptly, in a crowded situation.

There were instances of good service as well, particularly at the frisking at the entrance, but many more things could be better.

Hotel Design and Customer Convenience

Having been to (and stayed in) two different hotels in the 4-5 star category in recent times for seminars on the IMT-Grenoble doctorate (DBA), these are observations born of necessity. One major irritant that I find in hotels is that you need your key card to operate the lift. It is a huge inconvenience to the guest, as you are caught unawares and then left to figure it out. And the visitor cannot visit on his own, without an escort. Overdoing the security bit? You bet.

The other great inexplicable I find is that bathtubs have gone missing. They used to be a luxury that one could indulge in without stepping out of you room. You do have fancier and fancier showers with five different ways to use them, but they are not the same thing.

The third I find most irritating is the (lack of) lighting in the room. They have eight different lights, but not one bright enough to light up the room entirely. You have to struggle first to find the hidden switches, and then to just read normally. TV remotes galore confuse you further. Why do you need two remotes when one will do? Anyway, the stress is on showing off rather than on functionality is my conclusion. I prefer the old-world options with basic aesthetics. Heck, I AM old-world.