There are words, and there are actions. Of the two, I frequently think words are as important as actions, especially when it comes to service in a hotel or restaurant. Starting at the front door, I have often wondered what a ?doorman? is really for: just opening the door or getting a taxi (from the taxi line)?
Service must be real to really be service. Yes, I like to have a doorman get me a cab, but what I really want is for him to check to see if I am clear where I am going and communicate that to the taxi driver, or simply open the door when I roll my own bag ? I don?t need him to carry it to the front desk. Real service is also not having the host ask for my room number before I am seated for breakfast. Is this a private club I am entering? Real service is dining as a single guest, not having to be seated in the middle of the dining room just to give equal guest counts to the servers.
When walking through some 4-star hotels, everyone wants to say good morning. Ugh, after the fourth or fifth, ?good morning!? it can get annoying. Maybe just a nod and smile would do. Try this the next time you have friends over for dinner: respond to requests by answering insistently ?it?s my pleasure.? Whether they get annoyed or not, after a while, will they really believe it is your pleasure?
When it comes to service, real is the best type of communication, both in actions and in words. Real service is understanding your guest, not imposing your standards of articulation (or faux upscale service) on your guest. This goes for all levels of hotels.
Where there is service, there is the expected: knowing your job so it can be executed properly, and being generally pleasant and cordial. There is also the unexpected: asking for a half glass of wine and being charged for that half glass only, or not asking for a smile and getting one anyway.