|
Saturday, March 06, 2010
Define good service, again. As it seems, th first day at H-hotel sucked because someone pissed me off real bad to th extent i felt lk crying for being maligned. Forget abt th constant changes to work-related procedures etc and th less-than enjoyble briefing with mgrs/capt messing up and talking to us harshly. yes, some of us deserved th harshness for th sub-standard grooming tho i felt tt it was biased to pick on ppl w reddish brown hair when th aunties working there has more striking hair colours. (no, im not one of those scolded. kh had to spray her hair black despite th brown heads. oh-so-understandable and just grooming standards) th mgr who talked abt grooming and service made sense in th end when he wasnt picking on ppl so tt's ok despite th "pretty bad" start. now for th main part. What is service and What exactly is good service? i accept variations in these views but most of these definitions do not deviate much from the description below: 1. prompt 2. polite 3. meeting/ accomodating the needs & preferences of guests to the best of one's ability 4. forthcoming while ensuring that at the end of the day, the recipient is satisfied and the goal of providing servic is obtained. All these take on different forms depending on the product(both intangible and tangible) and industry requirement. This is not uncomprehended by the mgt who said "Never say no the guests" which basically means accomodate the guests' wishes when it is within ur abilty and are reasonable requests. Correct me if im wrong but really, i see it as no fault of mine to give in to the guests i was serving since their request was well within my ability to grant and makes them more comfortable in enjoying the meal. Here's what happend: In the briefing we were told to provide service, make our guests happy at the bqt. Just before first course presentation, we were informed that we have to portion the dish & that servers who fail to comply have to report to Mr B. Yes, we were all prepared to do our duties but surely, service is a product which value varies with the expectations of the recipients. This goes to say that there is no fixed guideline to providing quality service but rather, working with the policies to the best of providers' ability. When first course was served, the people i served insisted that they do not want me to portion the food, prefering to enjoy it "family style". i persisted, recognising that it is what all of us have to do but they were insistent as well, waving me away. This is clearly a request which goes against the SOP but looking at a bigger picture, SERVICE is what we are providing and obliged(paid) to give. I was not neglecting my duties in giving in on something the guests feel is important and preferable to to them. So, why am i given such a "reasonable" and sound talking to for it? Look at what was said during the briefing. Rethink the value and meaning of service. Mr B. actually told me "I have a ballroom with 42 other tables. If others can do it, what does it mean when you say cant 'cause the guests dont allow you to?" I explained that i persisted but they were insistent on there preference and he replied "It's because you are slow in serving the food. You put your plate down, pick up ur serving gear and start serving immediately and they wont say anything. You were just SLOW. Unless you want to tell me u dno how to use serving gear la?" With such reasoning delivered in an oh-so-righteous manner, i feel that it is beyond me to explain myself further to a supervisor who does not quite seem to understand service in reality but who lives in a world where events go with the black and white terms of service procedure. I offered my apology. However, I simply cant understand why the blame was pushed on me, citing my inabilty (which is untrue) when all i did was to accomodate the guests' wishes to meet the goal and objectives of someone providing service. In fact, i am sure most others, capts or other mgrs, would have done the same as me in the same encounter. Why did i get scolded and had to shoulder unrightful blame to the extent of apologising for something i did is bid to make the ppl im serving more satisfied overall? It is indeed disappointing to me, that a renowed service provider in the hospitality industry has someone who although hold best intentions to provide quality service yet not understand the that true value of service is employed to lead a group of less experienced people who understand that we give in to people we serve to better serve them better than him. I had not fail to deliver my duties tru the evening so what exactly went wrong? |
yting l. 
Give me presents on 09/10. I love rings, ice-cream, chocolate, candies, piercings & pretty little things. love lies. A-H: caihong. charlene. dallas. dengyin. garyim. homing. I-R: jeryl. jhosy. jiaxin. jocelyn. kerry. linjia. michelle. minee. mireen. munyee. noelle. peiwen. riwei:). S-Z: sally:). sherlyn. sinyeeL. vengyi. vivian weikaiN. winnie. xiaxue. May 2006 June 2006 July 2006 August 2006 September 2006 October 2006 November 2006 December 2006 January 2007 February 2007 March 2007 April 2007 May 2007 June 2007 July 2007 August 2007 September 2007 October 2007 November 2007 December 2007 January 2008 February 2008 March 2008 April 2008 May 2008 June 2008 July 2008 August 2008 September 2008 October 2008 November 2008 December 2008 January 2009 February 2009 March 2009 April 2009 May 2009 June 2009 July 2009 August 2009 September 2009 October 2009 November 2009 December 2009 January 2010 February 2010 March 2010 April 2010 May 2010 June 2010 July 2010 August 2010 September 2010 October 2010 November 2010 December 2010 January 2011 February 2011 March 2011 April 2011 May 2011 June 2011 July 2011 August 2011 September 2011 October 2011 November 2011 February 2012 April 2012 May 2012 July 2012 August 2012 September 2012 October 2012 November 2012 Designer : Chili. x o x o |