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.
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.
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