service quality in hotels and resorts

Hospitality industry in India is witnessing unprecedented boom these days.It is almost impossible to get a hotel accomodation in Delhi and recently Kumar's mumbai office really had to come back to him and say they are not able to do hotel bookings.It is that tight.The charges that the hotels levy in prime locations like Bangalore is sometimes even more than best locations abroad.
Be that as it may, have we really got our act together to receive and care for guests that is expected? I have to say a big NO; and i have had some experience in the last few months that i have been in and out of hotels across the country.Be it a single room accomodation when i am travelling alone, or the company arranges for a business meet, the quality of service is far from adequate.
I have to say that the hotels are well maintained and are pleasing to the eye; there are fresh flowers in hotel lobby, tastefully arranged, yes. When a big contingent from the company arrive, invariably the red carpet is spread out, with a welcome bouquet by a charming hostess; welcome drink and the check in formalities are usually quite smooth.The host appears to heave a sigh of relief at the flawless reception and go into immediate hibernation.In one location when we arrived rather late into the night, I had to wait for my luggage to be brought to my room for more than an hour!There appeared to be no earthly reason, the six of us who arrived then had only one piece of luggage each and our rooms were in the same wing and same floor of the hotel. There were no other guests who were either arriving or checking out!There could be slip ups in service or delay, but there should be a reason and as a customer i am entitled to the same. But here I asked the same question repeatedly to the bell boy and the reception and also the guest manager. All of them had the same answer, 'sorry maam' it wont happen again!Yes, i wont be checking in to the hotel again in the near future, so what earthly use is that assurance to me?They could have given any of these replies which would have reassured me; for eg, we had a mix up in the baggages to various rooms and hence delay; the bellboy broke his leg, hauling up the luggage and we had to drag a substitute from his sleep; the lift was malfunctioning and did not stop at this particular floor;we were busy finishing our dinner and forgot all about taking the luggage to your room; or, we always take this much time and no customer has complained till now.
Look at this experience in the coffee country. One thought of having freshly brewed good coffee in Coorg.So when the manager came up with a beatific smile and asked me 'how is the service maam', i said service is very good thank you. He persisted and wanted to know if he could be of any further assistance, and i asked him for good coffee during the afternoon tea break. He assured me that he will arrange for it.I was dreaming of steaming fresh coffee all through the post lunch session. But then i felt quite disappointed and stupid, that the same old insipid tasteless coffee was served and the manager was nowhere in sight.I fondly hoped that the time was inadequate to get his act together, and the next day breakfast will have good brewed coffee. No, it was not to be and by then i had lost all hope of any response from the hotel staff. By then, our friendly neighbourhood branch manager looking at my crestfallen face asked me if there is anything he could do for me. I said yes, good coffee; he told me the natives of coorg do not know to brew good coffee!It came as a shock to me.But then i would have definitely liked the hotel management to get back to me on this; they could have even asked me if i could teach their 'coffee team' a step by step hand holding exercise to give a 'designer coffee' as it were.
I think atleast they should not go around troubling the guests and raising their hopes by asking them what they would like them to do and then vamoose.
Should i blame the training that they received where the instructor told them to ask these questions but did not tell them 'what if ' scenario if the management cannot handle that request?
I was reminded of a 'sound' piece of advice by a colleague sometime back. Usually friends try to influence you during promotion time to put in a word to the promotion committee; his strategy was to collect all these details from friends and safely put them away; yes, do nothing about it.When the results come out, there is a good chance some of them would have made it in the normal course; accept credit if given; and for those who did not make it, plead that you tried your best!
A similar thought process is perhaps working here in these hotels; if we are able to offer the service requested in the normal course, then take brownie points for the same. If not, bad luck for the guest.
It is usually the attitude of the person and not the actual service which leaves a lasting impression. Here i am stuck thinking the entire hospitality industry is indifferent to customer needs, notwithstanding the overwhelming attention to detail in the decor of the hotel and their staff!