I’m writing this having just returned from a holiday with my family. A much needed break – a chance for quality time with our 3 children, a chance to be spoilt with great service, a lovely setting and delicious meals – everything you would expect from a 5* resort.
When we first arrived it seemed that all our expectations would be met. We were presented with a refreshing drink and after a 6 hour flight and transfer that was really appreciated. However I can’t say we were greeted with any smiles and there was definitely no “welcome to our hotel, how was your flight?” etc this wasn’t a big deal for us we were just happy to be there and wanted to get to our room as soon as possible.
I can’t say we noticed too much on the first day but by the end of the second day it was extremely VISIBLE that there was a serious lack of happiness, smiles and general personality from ANY member of staff in the hotel. It was clear the hotel was under staffed so we expected less and accepted less (which we shouldn’t have done). We accepted that things were to go at a slower pace, however it got to the point where the service was just rude. Anything you asked for felt too much, a request for a drink was too much, a request for additional seating in the restaurant was too much; as a family of 5 we had to ask for this every time we visited the main restaurant. I won’t even mention what happened if you dared to ask for another set of cutlery or even a napkin – I’m laughing as a write this but it really was that bad!!! The service in their al la carte restaurants (if you managed to get a booking) was marginally better, the décor amazing but had zero ambience to match….such a shame.
For me the downfall of the appalling customer service is down to a couple of things:
- the management because they hired the wrong people into the wrong job
- the management again for failing to provide quality training on how to serve their clients
- the staff themselves for not cracking a smile or apologising for any mistakes made, I can tell you now that not one member of staff said sorry for any wrong doings, surely this is human nature?
- I love the quote “Do what you love and you will love what you do” it was extremely clear that no one loved what they did at this hotel or if they did they had a funny way of showing it.
On day 4 we received an email from the hotel requesting feedback on how our stay was going so far, this was surprising considering just how bad the service was (I know other guests had been complaining), did they really want to know more of the truth? The feedback given was that the hotel was lovely, it was clean and there were enough activities to keep the children happy, and to cut a long story short I advised that the lack of service was really letting the hotel down, I got a prompt reply saying they would be in touch shortly – I never heard from them again…..terrible!
One thing we did get from this holiday is some much needed sun, rest, great quality time together as a family and some fantastic family pictures to treasure. I however will not be returning to the resort and will not be recommending it to anyone I know. Lasting impressions of this hotel although lovely the service was quite frankly SHIT (and that’s coming from someone that doesn’t swear often!). Surprise surprise this morning I received the hotel groups latest promotion for their resort in Miami, thanks for that but I think we’ll pass.
The point I’m making is when you are serving people in any shape or form it should always be done with a smile and personality (on and off-line no excuse) if you can’t manage that I believe you are not doing what you love and if you do make a mistake APOLOGISE and rectify it the best way you can.
To be honest it shouldn’t just be service with a smile in business – why not just serve everyone with a smile – you may just make their day!