During my recent stay, I encountered an issue that I believe merits attention. While the overall experience at the hotel was pleasant, I noticed that the night front desk staff member, Gabriela, appeared to be disengaged and unenthusiastic about her role. When I inquired about product prices not listed in the shop, her response was curt and lacked the courtesy one would expect in a hospitality setting. Additionally, the prices that she gave to me was the highest for a wine that looks less than 10 usd, and the interaction left me feeling as though further inquiries were unwelcome.
I understand that working night shifts can be challenging, and everyone can have off days. However, the hospitality industry thrives on providing warm and attentive service to guests. Each staff member plays a crucial role in shaping the guest experience, and even brief interactions at the front desk can significantly impact a guest's overall impression. As highlighted in industry insights, service is indispensable in the hospitality industry because it directly impacts guest satisfaction, business reputation, revenue, and operational efficiency.
I hope this feedback is received in the spirit of continuous improvement. I look forward to seeing how the hotel continues to uphold and enhance its commitment to exceptional service.