引用:
原帖由 BonnyM 於 2009-12-16 19:58 發表 
dont know serve the clientYesterday night around 8:30 I have saw one guy was very angry! I'm not sure wt they argue about,
but the guy complaint that
1. wait for 30mins but no food
2 nobody care about him and serve him
3. nobody know his last name (I hear he said : I'm not Mr NG)
4. why the manger have not apologize to him
so he immediately left! I'm wonder why the manger do not solve the problem at once!
...
Well, there have been problems like having to wait too long at reception for paying bills,
possibly wrong bill, etc. in the beginning when this sauna newly opened. I understand that might have been because the reception desk staff were new and inexperienced.
The
locker attendants and pool men give
good service, but somehow the waitresses in the rest lounge were not good enough.
Some Victoria Palm Spring guests went to this new sauna to try it, they met with the above problems and when they returned to VPS,
they told the VPS staff (and the VPS staff told me
).
Personally I was lucky : on the whole I had not met with any big problem in this new sauna, maybe because I already knew most of the PRs, and even a few locker guys
the first time I went there.
But I can understand the feelings of those who were not happy.
TONIGHT, when I was in VPS, I heard a guest grumble to manager VIvian about his unhappy experience, quite like what you heard over there in Sauna & Spa.
Maybe this IS the guest who walked out ! (especially in view of the fact tonight I also heard the guest complain no one served him there at Sauna & Spa.
I think the mangement badly needs to train the waitresses.
One minor thing: last time I went to Sauna & Spa, when I entered the rest lounge after washing and changing into robe,
the waitress ushered me not to the nearer part of the lounge, but to the farther part. But in the farther part there were more cutomers with fewer
unoccupied seats than occupied ones. I immediately returned to the part of the longe nearer the exit where there were obvioulsy more
unoccupied seats. Honestly, I did have the impression that the waitress was not smart enough.
Also, we all know the rest lounge is just quite big, the waitresses need to position themelves better/ turn around/turn their eyes more often, etc. and be
conscious of customers' presence and sensitive to their needs.
As for PRs/managers, they were mostly okay to me but there are one or two that I am afraid were not active enough,
well I don't want
to name names and offend people. But honestly I hope that the sauna Chief Ka Ling will review the situation seriously.
I remember last time, when I got seated in the rest lounge, and one of the PRs whom I was most familiar with chatted with me
, a few guests (three in number) just arrived,and sat on the seats opposite me. I immediately asked her to leave me and go over to serve the three newly-arrived guests,
because opposite only one PR was serving them.
I hope that the PRs there can be flexible enough and need not always attend to their old/familiar guests every minute
and should never ignore unfamiliar guests.
'An old customer always started as a new, unfamiliar one' there is a Chinese saying equivalent to this.
The locker guys and pool men were good and once again I commend them.
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本帖最後由 白貓兒 於 2009-12-17 09:10 編輯 ]
