Thursday, November 26, 2009
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!
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