It was my birthday morning and we arrived at the lovely restaurant surrounded by a water lily pond at about 7.30am.
Unfortunately, the greeting at the restaurant was mediocre and scripted, without much eye contact nor did it acknowledge our warm response. It was as if what we said did not matter.
Employee: Good morning. Room number please?
Us: Good morning. Our room is 203. Mr & Mrs L.
Employee: One moment. (checking the list). For how many people?
Us: Er…just us two.
Employee: You slept well?
Us: Yes, we did! We slept so good like babies!
Employee: (Turns to speak to colleague). Just one moment. We are preparing the table.
Us: Ok…….thanks…we’re quite hungry
Employee: (Silence)
The lack of engagement made the wait to be seated painfully slow. How we would have liked the interaction to be:
Staff: A very good morning! Welcome to (outlet name). May I have your room number* please?
Us: Good morning. Room 203, Mr & Mrs L.
Staff: One moment please (checks list). Yes, Mr. and Mrs L, please give us 3 minutes as we are clearing up a table. Would you like to take a look at the menu first? We also have the buffet section for the pastries, cold cuts and fruits.
Us: Ok sure.
Staff: (Handing out menus) Did you sleep well last night?
Us: Sure. Yes, we slept so good like babies!
Staff: I'm glad you did! I wish you a relaxing stay stay with us. Give me a moment please (turns to speak to colleague). Perhaps I could take your beverage orders first? The table will be ready in a few moments.
Us: It’s ok, we will order when seated. We are quite hungry.
Staff: Sorry for the wait. Perhaps I could show you the buffet line first?
*For smaller properties, it would be even more impressive if team members greet guests by names right away; or, once room number is given, guests are readily addressed by names. It is indeed a feat, and that is why it is a big “Wow” when that happens.
Service Bank: Minus 1 Reflective thoughts: Which of the above encounters is more mutually engaging? How do you think the team member is feeling in each of these situation?
While seated, we had different team members approaching to ask about our breakfast every few minutes. By the time the fourth one approached, we nodded readily and repeated, “All’s fine and the food is good.” We kept our heads low and did not want to engage further.
Yet, the employee still went ahead with, “How’s the food?”
Service Bank: Minus 3
Reflective thoughts: What needs to be done to enhance the internal communication such that repetitive service is reduced or eliminated? Be specific (and not just “Training” and “To inform during briefing”). What other ways can team members show their attentive service without being repetitive?
The outlet manager came over and asked all of the following:
1. What’s your name? (And extended a handshake)
2. How’s everything?
3. How’s your room?
4. Anything we can do to make it better?
5. Is the air conditioning too cold in your room?
5 questions in a row while we are enjoying our breakfast? WHY?
Name – the outlet already knows. If at all, it’s more polite to ask, “May I have your name?” rather than an interrogative “What’s your name?” Furthermore, a handshake is not that convenient for guests who are dining and holding onto their cutlery.
“How’s everything?” – If I may be truthful and honest, all’s smooth and good except for the interruptive service. You are the 5th person to ask within the last 25 minutes, sir.
“How’s your room?” – Is this really the right moment? How about asking this when we have concluded the breakfast or when escorting us out of the outlet with a fond goodbye?
“Anything we can do to make it better?” – Really good question, though once again, perhaps the timing could be better. It takes a longer conversation and definitely not when I am trying to enjoy my mee goreng…
“Is the air conditioning too cold in your room?” – My first thought was whether this was a major complaint for most guests and whether this happened very regularly.
I repeat, timing is important. There is a right place and time for everything.
Service Bank: Minus 3
Reflective thoughts: How do we ascertain what is an appropriate moment to ask a particular question? Give specific examples and discuss under which circumstances would some seemingly good questions be considered inappropriate (in terms of wrong place/wrong time)?
As I was about to leave the restaurant to retrieve my camera from the villa, my husband caught up and asked me to head back to the table as the team was preparing something for me. (To clarify, the team had asked him to get me back.)
Oh-oh….NOT the cake and singing, I kept my fingers crossed. I am not comfortable with birthday singing in restaurants or in public.
As I started walking back somewhat hesitantly, four employees started to sing with much gusto in the tranquil restaurant, “Hhaaaaaappy Birthdaaaaay to you…………”. I felt like running away to hide at this very moment.
As much as I was thankful for the team effort, the whole affair made me very uncomfortable in front of all other guests. Here are what I would have appreciated:
a. For team to read the request on our reservation, which we had clearly stated: “Birthday cake, if any, to be presented in room and not in public spaces like restaurants.”
b. Even if there was no prior indication, it is highly recommended to check discreetly with one member of the party during check-in, when is the best time and where at. The only exception for a go-ahead without clarifying would be for young kids.
Service Bank: Minus 5
Total Service Bank of Breakfast Experience: Minus 12.
Reflective thoughts: Think of other kind gestures that the team does, which may not be fully appreciated by the guests. Remember, a surprise that is not valued is a waste and may end up being an inconvenience or hassle to the guest.