Thursday, November 26, 2009
Bad taste @ Mainland China ...
On my first wedding anniv ... I thought to take D out ... given MC is supposed to be best in chinese cuisine it was the first option ... A cousin of mine also accompanied us ...
We were seated and I asked lemon chilli potatoes for starters ... by the time we would order the main course ... somehow ... Mr waiter thought we asked for fish instead of potatoes ... pls note that there was no mention of lemon chilli fish on the menu card which was there on the table ... the ladies (pure veg by taste) did find little different but not knowing the difference and thinking that potatoes could be cooked differently in MC ate couple of pieces... by the time I was finalizing the main course ... I looked at the dish... with little surprise as potatoes were supposed to look like french fries ... and not pakodas ... I cut the pieces... I was sure it was not potatoes ... looked more like fish ... and my one bite confirmed it was fish! ... I called the manager and asked it was veg ... he confirmed it was fish ...
I called for the waiter who took the order ... he said we asked for a fish ... I lost myself ... asked when in the pamphlet was mentioned lemon chilli fish ... the ladies - by now understanding that they ate non-veg - were now in a real bad taste and mood ... we simply walked off ...
just outside the gate, the manager came in rushing ... apologizing ... (begging almost) ... however, couldn't convince the ladies ... in the meantime I blabbed that it was my first anniv ... which was overheard by the neighboring restaurant ... we moved out for a while ... and after cooled off came to the neighboring restaurant - Flames and Grills ... a joint for Kababs ... (both veg and non-veg) ... the manager - though recognized- didn't make us feel that way ... made us comfortable and we asked for veg ... it was nice selection of veg kababs ... in between my bro also joined in ... we had nice time ...
while we were awaiting of our bill ... the manager came in with a small cake with a candle ... mentioning what has happened outside ... and wishing us happy anniv ... and to top that he said it was complementary dinner ... we were simply floored ... though we insisted on paying the bill ... they didn't budge ...
It was an evening we would not forget ... from one bad experience to one really touching one ... that's what I call a customer delight!!!
We were seated and I asked lemon chilli potatoes for starters ... by the time we would order the main course ... somehow ... Mr waiter thought we asked for fish instead of potatoes ... pls note that there was no mention of lemon chilli fish on the menu card which was there on the table ... the ladies (pure veg by taste) did find little different but not knowing the difference and thinking that potatoes could be cooked differently in MC ate couple of pieces... by the time I was finalizing the main course ... I looked at the dish... with little surprise as potatoes were supposed to look like french fries ... and not pakodas ... I cut the pieces... I was sure it was not potatoes ... looked more like fish ... and my one bite confirmed it was fish! ... I called the manager and asked it was veg ... he confirmed it was fish ...
I called for the waiter who took the order ... he said we asked for a fish ... I lost myself ... asked when in the pamphlet was mentioned lemon chilli fish ... the ladies - by now understanding that they ate non-veg - were now in a real bad taste and mood ... we simply walked off ...
just outside the gate, the manager came in rushing ... apologizing ... (begging almost) ... however, couldn't convince the ladies ... in the meantime I blabbed that it was my first anniv ... which was overheard by the neighboring restaurant ... we moved out for a while ... and after cooled off came to the neighboring restaurant - Flames and Grills ... a joint for Kababs ... (both veg and non-veg) ... the manager - though recognized- didn't make us feel that way ... made us comfortable and we asked for veg ... it was nice selection of veg kababs ... in between my bro also joined in ... we had nice time ...
while we were awaiting of our bill ... the manager came in with a small cake with a candle ... mentioning what has happened outside ... and wishing us happy anniv ... and to top that he said it was complementary dinner ... we were simply floored ... though we insisted on paying the bill ... they didn't budge ...
It was an evening we would not forget ... from one bad experience to one really touching one ... that's what I call a customer delight!!!
Mis-Fortune by Welcome Group ...
I was in Kolkata for my cousin's wedding and the make-shift residential arrangement was done at Fortune's hotel and Country Club guest house ... Fortune group of Hotels is backed by ITC's Welcome Group ... The wedding was fun... the hotel was good ... but it was not ITC stuff! When you go to ITC's hotel ... you expect a lot! (that's the great brand value ITC has...) ... Fortune failed to make it there ... and so did Country Club ...
One of things that is paramount in hospitality industry is Customer Service and the staff ... and it's so sad to say that both were poor in standard... most of the staff present were trainees - backed by a couple of manager (i guess) - which were not been seen ... there was courtiousness and softness ... they think marriage parties are filled with people who haven't stayed in good hotels ... are there for free of cost ... the infrastructure was good ... but not great... one of my aunts got hurt because one of false sealing fell on her head! The hotel also need to understand the local culture... whatever standard they want to copy or adopt... they shouldn't forget that they are in India and they need to respect Indian culture too ... for instance ... the toilets had only paper based cleaning option (no water based) ... which is not corrent when you have most of Indians as visitors (it may be ITC staff itself) ...
ITC - hope you are listening ...
UPDATE
I did receive a follow up call from Fortune ... thanking for the feedback!
One of things that is paramount in hospitality industry is Customer Service and the staff ... and it's so sad to say that both were poor in standard... most of the staff present were trainees - backed by a couple of manager (i guess) - which were not been seen ... there was courtiousness and softness ... they think marriage parties are filled with people who haven't stayed in good hotels ... are there for free of cost ... the infrastructure was good ... but not great... one of my aunts got hurt because one of false sealing fell on her head! The hotel also need to understand the local culture... whatever standard they want to copy or adopt... they shouldn't forget that they are in India and they need to respect Indian culture too ... for instance ... the toilets had only paper based cleaning option (no water based) ... which is not corrent when you have most of Indians as visitors (it may be ITC staff itself) ...
ITC - hope you are listening ...
UPDATE
I did receive a follow up call from Fortune ... thanking for the feedback!
Another update ...
The building cafeteria has been asked not to sell tea / coffee - because no one was using the newly installed payment-based-vending machine... further ... the envelops from the mail room has been taken off!!! - something which is beyond my understanding ... (or a typical case of short-sightedness or penny wise and pound foolish)
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