See This Epic Reply To A Guest On TripAdvisor By Trident BKC Mumbai






This Is The Feed Back Given By Guest On Trip Advisor For His Stay At Trident Bandra Kurla Complex Mumbai India. Where he referred Server As Servant. Now See What Hotel's General Management Reply Him.


I Think This Is The Best Reply Given By Hotel Management. What you think Comment Below and Share your Opinion.

Comments

  1. Unknown29 August 2017 at 15:08

    If the guest showed disappointment so they might be some truth behind. As a professional in hotel business I would rather worry about not having an umbrella in the room and wonder why the servers are not forthcoming to the guests. This kind of feedback is the most important input to step in to improve your business. Regarding early check-in is another story. I would never correct a guest in this matter as the person is not a native English speaker and most probably it is more a question of lost in translation rather then a point of discrimination. The answer is more likely to to be an invitation to not come back to your hotel.

    ReplyDelete
    Replies
    1. Unknown29 August 2017 at 23:15

      Please do not comment if you dont know the situation. Trident Hotels can never be compared to Holiday Inn. And dont comment about Oberoi hotels. They are amongst the very few hotels which takes care of guests in a very passionate way.

      Delete
  2. hotdoc29 August 2017 at 22:47

    I think the manager is too full of himself, he has nothing to say for failure of his team on multiple accounts... So he tries to insult a guest who he knows is already lost business so couldn't hurt more. If i was this manager's employer, i would have decided to get rid of him

    ReplyDelete
    Replies
    1. Unknown29 August 2017 at 23:16

      He is an excellent manager and a very great gentleman. He cares for his team and he has definitely done correct by notifying him the difference.

      Delete
    2. vipul30 August 2017 at 02:04

      Backing a Team is important but not at the cost of patrons who pay salary to your staff.The reply could have been more polite;this does say that The General Manager is learning and has a long to go. At last the situation could be dealt in a much efficient manner. Germany is a leading market for Oberoi hotels and Kapil the president of the company himself is in the same page.

      Delete
    3. Vivek Dalal31 August 2017 at 21:11

      I would love to work for this company where people are valued than money. AMAZING RESPONSE by Mr. Singh

      Delete
    4. GAGAN NAYYAR31 August 2017 at 23:06

      If you can not take care of your people than you can not take care of yourself. A true leader, keeping everything aside took side of his team and not once many a time. I have worked with him and he is a true genius and a powerful leader.

      Delete
  3. যূথিকা আচার্য্য30 August 2017 at 06:17

    I have worked with Visheshwar Raj Singh and would proudly say that he is the best General Manager any hotel would ever have. Oberoi hotels are known for the passionate hospitality services. So it's unfortunate that the guest had to go through a difficult situation but thinking the servers as servants may also be the origin of the problems. The mentality how you look at a situation says a lot about yourself.

    ReplyDelete
  4. AN30 August 2017 at 12:14

    Its interesting to see this conversation, on one hand you have a German guest and for anyone who have visited Germany as a guest we know the minimum standards that the best of hotels including one i have stayed in called "The Adlon"that you expect which is nothing compared to the warm hospitality of a basic three star branded property in India. On the other hand you have the Trident Oberoi which as a group is known for its service & hospitality and listed among the top operators in the world and yes there was a lapse in service which the GM has apologized and for ensured the same does not repeat itself. As well he has been overly courteous in correcting the guest for the language he has used as having worked in Germany i know you can get sued for using such language there in whatever context or dialect.

    ReplyDelete
  5. Sunil Chaturvedi31 August 2017 at 06:45

    Sorry if I have missed something, but I see nothing in response to assume that oberoi is promising anything to amend the experience in future! Clarity on servant vs server, could at best be a PS at the end of the letter!

    ReplyDelete
    Replies
    1. Nikhil Nayak31 August 2017 at 15:15

      "But given an opportunity..." Is where he asked for another chance to show that it was a one time fault. Second, the clarification is a P.S.

      Delete
  6. Unknown31 August 2017 at 08:41

    I am not from hospitality domain but after reading GM reply I think it's the best answer .. I have read somewhere that " If you take care of your employees they will take care of your Guest Or Clients " . If you loose one Guest they will bring 1000 more. It's all about RESPECT. GOOD WORK Sir !! Have A Wonderfull Year ..

    ReplyDelete
  7. Unknown31 August 2017 at 11:14

    Business class guests are usually tricky guests to handle. The supreme class is only about 10% however the rest which bill everything to company is a class which can never afford to stay in such lavish properties by putting money from their own pocket. Sometimes rooms that they are booked in a category which doesn't include breakfast, valet, spa etc and when they realize that its going to burn a big hole in their pocket, its a change in mindset all of a sudden and then they start cribbing about everything they see. Have met many of those but its going to be a part of the game. Respecting people from every field is a culture and sadly you cannot teach it! Well replied GM!

    ReplyDelete
  8. sm31 August 2017 at 20:04

    started his problem with paying for the night so any body can understand what is the real problem he has...

    ReplyDelete
  9. Unknown31 August 2017 at 20:55

    A bit of politeness in replying goes a long way.
    Remember, it is the guest that brings your salary.
    No one has choked on the word " sorry".
    A small word goes a long way.

    ReplyDelete
  10. Hotel Professional1 September 2017 at 01:58

    Boss I know or every hospitality people knows that guest is always right,But How some people Think that hotelier is a Servant??? We are a people who creates Happiness in every Step.
    If u ride in a road than u definitely found a breaker but it's not mean that it's Engineer fault. It's A duagram. So In Hotel We used some abbreviations for Professional with Respect ✊.
    Servant is a Buttrer who Spend a life in A Boundary.
    We Spend a life without Boundation & Spread Quality with Happiness.

    ReplyDelete
    Replies
    1. Unknown2 September 2017 at 01:48

      Bro he is German and very few Germans know good English unlike Indians

      Delete
  11. Unknown2 September 2017 at 08:25

    Hats Off To The GM. I Wish India Had More General Managers Like Him Unlike Those Who Only Boast Of "Licking Superior's Boots" . Mr Singh Has Done The Right Thing Standing By His Team. There Are Guests Who Feels That They Have "Purchased" The Entire Hotel By Booking A Room. Such People Deserves Similar Replies

    ReplyDelete
  12. Unknown3 September 2017 at 06:08

    Guest is right till he is right . I was associated with this hotels........unfortunately one need to be on other side to understand life of a true hotelier . GM stands out correct . Today very few GM will have courage to do so .

    ReplyDelete
  13. Unknown3 September 2017 at 09:55

    I think someone is lacking something "Atithi Devo Bhava" for which we indians are famous for.

    ReplyDelete
    Replies
    1. Dino Uniyal4 September 2017 at 12:03

      sir sometimes guest become Daitya so Atithi cant be Daitya...

      Delete
  14. Unknown2 October 2017 at 01:59

    I think GM should have ans guest's complaints first. Rather replying for sentences he used to express his frustration.good to c GM is supporting his staff as it will motivates them for future but he also shown lake of maturity as he replied aggressively. Being a hoteliers I can understand both the situations. But end of the day hospitality is all about guest satisfaction.

    ReplyDelete

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