Raising standards
For many years now, I have been staying at various five
star properties at home and abroad, including some of the biggest hotel chains
in the world. I have been observant about so many things that aroused my
curiosity and also written about them.
I
have noticed something in five star properties which may seem very trivial from
the guest's point of view but can actually make or break careers. This is
common to all the top hotels the worldover.
The
issue at hand is that in their endeavour to serve the customer better, hotel
chains have the practice of giving the customer feedback cards with the food
ordered via room service.
This feedback card is apart from the overall feedback form which the hotels give to the guests while checking out or the email version sent to them later.
This feedback card is apart from the overall feedback form which the hotels give to the guests while checking out or the email version sent to them later.
These
two by three inch folded cards, which comes with the food trolley, seek client
feedback on the quality of service, order delivery and efficiency and also on
eye appeal, quality and taste of the food served. The end-user can exercise
their options in YES or NO regarding the service. The card, often on the front
fold, mentions “You are being served by” and there is the space for the name of
the bearer or butler who takes the food trolley to the room.
The
very purpose of this feedback card is to raise the standard of service and also
to measure up to the needs of the clients. But there is much more than what
meets the eye. Many hotels link this feedback form response to rate the
efficiency of the staff concerned.
But
what I have noticed in many hotels is that the feedback card does not mention
the name of the person serving the food. This has many ramifications. The first
time I noticed this I had doubts about this whole exercise being a serious one.
How can a hotel assess its staff if the name of the person serving a guest is
not mentioned anywhere in the feedback form. I find it a little odd for a guest
to ask for the name of the butler serving the food and writing it in the form.
Very
often the staff serving the guests are trainees. This is mentioned in their
badge. How do hotels assess a particular staff whose name does not feature
anywhere! The absence of a name scores out the element of seriousness from the
feedback card. After all, what is feedback card for the guest is also a service
assessment card for the hotel. Rating the efficiency of a staff is linked to
points earned and accumulated on the basis of the feedbacks. Many hotels have
this. It has a direct bearing on the career of the staff. It could be rewarding
or could be the end of the road.
I
think filling in a nameless card is a meaningless exercise. After all “quality
of food and service” is one of the most critical areas in the highly
competitive hospitality sector. The guests who check into hotels also should
take this seriously and should, in their own interest, spare a minute to
respond to the feedback form, which, I feel, are valuable inputs that can
actually help hotels raise the standards of quality and service.
I
have been quite amazed by alacrity of the response from certain brands to the
queries and issues that I have raised in the past. I hope the next time I order
food from room service the feedback card would have a name on it.
ess bee
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