Again writing this blog from my bed in the Grange Hotel, Tower Bridge. A beautiful hotel with luxury surroundings in the heart of central London. As you can imagine. Is not a particularly cheap place to stay. However, on our trip to this wonderful hotel, which i am so grateful to be able to stay at fairly regularly. I encountered an individual who's behaviour appalled me.
Lets set the scene,
I and Danyl return from our night out, really happy and looking to have one more drink before bed. So we entered the hotel to be greeted by front of house warmly, welcoming us back to the hotel. We then made our way to the bar which I managed to find out was open 24/7. The barman was so courteous and made every effort to continue our great night, can't be easy for him on his own at 4:30am, he served us our drinks, and began conversing with a couple whom were looking to order cocktails.
This is where the story turns into a shocker,
His colleague comes parading across the front of the bar, in full view of guests and tirades the member of staff. Undermining him explicitly and causing him deep distain at an instant in light of the four hotel guests sitting right in-front observing. Upon conclusion of their altercation, i then asked the barman for the name of the member of staff that had been condescending and rude towards him (which he was very reluctant to tell me), before approaching reception to file a complaint.
The duty manager dealt with me superbly and took my concern straight to the top of his list of priority, and went away to find the member of staff. However, when returning to my table to sit with my colleague, the member of staff in question once again rushed across the bar and belittled the bar-staff. In front of at this point 7 hotel guests. With no regard for anyone but himself.
I then went straight to the duty manager, informed him of the situations new development, and he pulled the staff member back.
The staff member then approached me and apologised sincerely for his actions but made claim that the necessity to file breakfast orders was too important. I did not agree and informed him how simple it could be, take the member of staff to one side, out of view of guests and politely request the duty. He then did not apologise to the member of staff he undermined and went back to his duties.
This for me was an example of excellent and poor customer service within one environment. It further drove home to me the need for leaders, not authoritarians within an organisation to ensure synergy. Something which i am keen to implement in my own company, offering innovation through customer service, equality between employees and respect of EVERYONE within a business hierarchy.Whether you be work experience, an apprentice or CEO, everyone should be able to go about their duties with dignity and respect towards one another.
Jordan Mason
CEO
The Social Evolution
Great article and very valid points raised, bad eggs, need to be dealth with quickly or else the mix gets tainted
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