Service is just a 7 letter word to some, and the meaning can be completely lost on others. Service in our business, means to get in there and assist the buyers and sellers to get through the real estate process. We counsel, inform, nurture, protect and push and prod to get the deals to the closing table.
In real Estate we know what service involves. In other fields, service is the business.
I just had a great break from work. The wife and I take a short break around our anniversary, Nov. 5, and try to go to a warm weather spot to extend our summer.
This year we went to the Bahamas, where it's been 8 years since we last visited. We (I) chose to stay on Grand Bahama as I knew there were a few golf courses where I could get a little lost, and the beach would be there for the wife.
We got a package that had us staying at a pretty new Radisson. We never go all inclusive, as we prefer to wander around to the local restaurants and get a variety and taste of the area. We had just one meal at the Radisson, a breakfast, and it turned was nothing I would have expected from a name so well established in the hospitality field.
Breakfast buffets, are self-serve. All that the wait staff needs to do is clear away dishes and attend to the beverages. We entered, addressed the cashier who wanted to know if we were on a package, and paid so that we could be seated. She had a great smile, was courteous and wished us a good meal.
We were seated, by a hostess, that was courteous and quick to vanish. We got up to wander the buffet to make our choices, chatted and joked with the two chefs at the omelet and pancake grill and re-sat. No coffee, water, nothing. I looked around and others were being occasionally served, but still nobody to make a recognition of our table or those around us. From the back of the restaurant, I could make out an occasional glimpse of some wait people who appeared to just be chatting.
I went up to the host area and asked to speak to the restaurant manager. When she appeared, I explained myself and let her know that I not only felt she was at fault, but put the primary responsibility to lack of detail and attention was at the top, which in this case would have been the food and beverage manager.
Workers in an environment such as this get to feel that they don't need to really perform to their best capabilities as the people have to be there, especially if they are on all inclusive. They accept what they get and the wait staff do not need to really work as they have a guarantee. In any other restaurant, where there is no guarantee, if the wait staff fails to perform the restaurant loses regardless of the quality of the food. The better the wait staff works, the more people that come and the better the gratuities.
In her defense, the mamnager did get us some attention after this, and even offered to compliment our breakfast the following day or maybe lunch that day. I wasn't accepting either of these, and we finished and walked out.
When we got back to the room, I did pick up the booklet of services and hotel locations around the world. The text in the book must have been written by someone that had never been to this location:
When I put down on my public pages that I adhere to the principles of Integrity, Professionalism, Service and Ethics, it is not to make a great paragraph. I do believe in these words and respect the efforts that must be exerted to abide by them. The writers for this hotel chain must have used a thesaurus without grasping how to implement the text, and the management at this hotel just don't get it!
From the Radisson 2010 Hotel Directory is quote:
"Our goal at Radisson is 100% Guest Satisfaction. If you aren't satisfied with something, please let one of our staff know during your stay and we will make it right or you won't pay. It's guaranteed.'
Well Radisson, you messed up. I let my dis-satisfaction be known. And when I checked out, I paid the bill as well. I just thought you might appreciate a little free publicity to go along with my check.
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