Hotels are a vibrant industry – as temperamental, moody, fun, idiosyncratic, and eccentric – as the people who make the structure throb and come alive. And that presents a unique challenge to those who are responsible for ensuring that the brand personality seeps into each employee optimally for a cohesive representation of the brand. Ask the Training andHuman Resource fellas and they will tell you how much sleep they lose over beating, shaping, moulding, clubbing a delightfully eclectic mix into a unified cookie-cutter, strait-jacketed, assembly line incarnations of the Brand.
So, let’s take a closer look at these folks who hold the power of the Hotel’s universe in their very able hands.
6. THE SERVING STAR
Eating out is such a mega business and a major need / entertainment for us that these fellas, with neat aprons tucked at their waist and neater smiles sweeping their faces, have a whole lot of relevance in our dining-out times.
Personally for me, and I am sure for a whole lot of you, a good waiter is the hallmark of a good restaurant. He can make an experience reach a crescendo of satisfaction or hash it up into such a terrible incident that you would vow never to return. The server, who you meet at the entrance of the restaurant by happenstance and who escorts you to HIS table, can either serve you with delight on his deftly supported platter or can pour water over your excitement just as easily and carelessly as he would drop the bowl of curry at your table.
A good waiter will direct you to a great table with the best view, will shield you from unnecessary noise when you seek peace and quiet or point you in the direction of pulsating activity if you so desire. He will tell you what’s good, bad and ugly on the menu and offer you value for money. He will assist you in making a sensible choice in combinations, portion size, courses, wines, dessert. He will bend over backwards to get the chef to tweak his recipe to suit your palate and divide the portion by half or quarter or whatever funny size you wish it in, without as much as a grimace.
If you are a repeat guest then he will greet you by your name, would have memorized your pet’s name too, would know all about your preferences, likes, dislikes and allergies. He will announce the new arrivals on the menu, recommend the best and take you discreetly away from any bad decision you are about to make. He will be kind, courteous, pleasant and prescient and will be genuinely grateful for your visit. What’s more, he will not judge you by the tip you would have left behind. The Room Service server will be even more clued on and sincerely bring to life the over propagandized hotel maxim – a home away from home.
A bad waiter will be an absolute antithesis of all the above, will rant about you in a bad-natured manner and will bitch hugely behind your back.
Eating out is such a mega business and a major need / entertainment for us that these fellas, with neat aprons tucked at their waist and neater smiles sweeping their faces, have a whole lot of relevance in our dining-out times.
Personally for me, and I am sure for a whole lot of you, a good waiter is the hallmark of a good restaurant. He can make an experience reach a crescendo of satisfaction or hash it up into such a terrible incident that you would vow never to return. The server, who you meet at the entrance of the restaurant by happenstance and who escorts you to HIS table, can either serve you with delight on his deftly supported platter or can pour water over your excitement just as easily and carelessly as he would drop the bowl of curry at your table.
A good waiter will direct you to a great table with the best view, will shield you from unnecessary noise when you seek peace and quiet or point you in the direction of pulsating activity if you so desire. He will tell you what’s good, bad and ugly on the menu and offer you value for money. He will assist you in making a sensible choice in combinations, portion size, courses, wines, dessert. He will bend over backwards to get the chef to tweak his recipe to suit your palate and divide the portion by half or quarter or whatever funny size you wish it in, without as much as a grimace.
If you are a repeat guest then he will greet you by your name, would have memorized your pet’s name too, would know all about your preferences, likes, dislikes and allergies. He will announce the new arrivals on the menu, recommend the best and take you discreetly away from any bad decision you are about to make. He will be kind, courteous, pleasant and prescient and will be genuinely grateful for your visit. What’s more, he will not judge you by the tip you would have left behind. The Room Service server will be even more clued on and sincerely bring to life the over propagandized hotel maxim – a home away from home.
A bad waiter will be an absolute antithesis of all the above, will rant about you in a bad-natured manner and will bitch hugely behind your back.
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