GeNtleVe's WOrLd....

Monday, August 18, 2008

Hospitality Service - Still Needs To Be Improved

Few days ago, I was checking on behalf of my boss on the various hotel reservation rates during the F1 period. As we understand that these are the "hot dates", i took the liability to call in to make enquiry so as to confirm a room in one of the hotel soonest as possible. As a consumer point of view, we are looking for rooms with the most afforable cost with the level of comfort and convenience at our ease.

However, I must say that i felt frustrated and disappointed with the customer service that i have encountered with the one of the hotel staff personnel.

I have called about 5 hotels, asking them to email me the room availability as well as a detailed breakdown on the rates. Out of these 5, only 3 emailed me and one of them was by Park Royal Hotel @ Kitchener Road.

I will like to emphasis the 1 out of 2 who did not email me was from Park Royal Hotel @ Beach Road. Firstly, the customer service from the reservation department was not friendly and seemed rather impatient pertaining to my queries. Next, i knew it is kind of draggy for her to give me a breakdown of all the rates over the phone. Hence, i asked her to email me instead.

And guess what she replied me? "We don't send any email".

Diaoz! I was very unpleased to hear that. Come on, please don't make such a lousy excuse. Why the other branch at Kitchener Road was able to provide me a detailed email? Or maybe she is lazy or she simply just don't bother? Or even she can't read or type english, she may get someone else to help. Because of that, they had just lost a potential customer.

Their service is not up to the customers' expectations for a "4-star" hotel.

Bad customer service = Bad company image

Seriously, i feel that their customer service needs to be improved. The management needs to provide their staffs with the appropriate training and development skills to improve the overall performance of the hotel and make sure that they are well equipped with the knowledge and compentency of the job required.

As a comparison, i will definately choose the Park Royal Hotel @ Kitchener road instead of the one @ Beach Road.

You coloured my life @
10:01 PM
[c]d4rkang3l

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"LiFe Is UnCeRtAiN... ";

" If U ArE In HaPpInEsS, TrY To PrOlOnG It...";

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Hates liars, cheaters, hypocrites, snobbish pigs & people who trys to act smart.

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