Reflecting on service 

I was in my hotel lobby this morning and met a colleague for coffee. The ambience was pleasant, service was good and the coffee was hot. A great start to the day in my book.

Then I started to reflect on why I enjoy being in a hotel. And it’s not the facilities or luxurious surroundings. It may be a cliché but it really is the service. Five-star, four-star or three-star – in my book there is no reason that lesser star hotels can’t deliver service with a five-star attitude. When they do it, the customer notices.

If I want to pay for a room, I’ll stay in an apartment. At a hotel – any hotel – I am looking for service. Polite service and service with a smile, preferably from someone who is dressed well, looks me in the eye and cares about delivering the request I will be paying for.

In a world where manners are becoming secondary, great hotels make them a foundation of their service delivery. I like it and I’ve come to realise that it is why I love visiting them. The best ones provide a haven where customers are treated with respect, where service is a brand value and politeness in the face of adversity is a characteristic.

Unfortunately this is a rare commodity elsewhere. In a world where everything is about speed, volume and profit, there seems to be no time for manners. It is a shame.

In our next issue of meetme (Concierge’s sister publication) we will be looking at “Budget with an attitude” and we’d be keen to hear your own views. Please drop us a line at meet@npimedia.com

Rob Nicholas – Publisher