Just came back from Genting last night. Maybe because I am now older, and more particular about service, it seemed that the service standards have deteriorated since my last visit. For memory’s sake, I’ve jotted down the following occurrences of poor service I encountered.
1. First-time ever in my life, there was a queue number system at the hotel reception for checking-in. Something like those you encounter at places serving the general public, e.g. hospitals, HDB, traffic police, etc. Perhaps it’s necessary to cope with the sheer volume of guests checking in and out. But this wouldn’t explain the fact that when my number appeared and I was making my way to the Counter, two men simply cut in front of me, and worse, the receptionist gladly attended to them. I waited 25 bloody minutes to get to my turn, only to have 2 stinking men cut in front of me, and a receptionist happily attending to them, making me wait 10 minutes further. I asked her later how she could allow others to cut a queue like this, since she knew I was the one holding the number indicated. Her reply was curt: “They are extending their stay”. But what the bloody hell has this got to do with cutting queue?! And she showed no sense of being apologetic. I wonder what’s the point of having a queue system when the staff made no effort to enforce it? This was the Resorts Hotel, by the way.
2. At 9.15 a.m. the next morning, when I was still snoozing in bed, the doorbell rang. Room service. Too early in my opinion. I ignored it the first time round, but the doorbell rang 2 more times. Perhaps it was an emergency, so I answered it, only to confirm it was but room service. I told the lady to come back later. Since I was already woken up, I got up and left my room an hour later, returning around noon. The room was not cleaned yet. At 12.30 p.m., I left my room again, and returned at 1.30 p.m. The room was still not cleaned. At 2.15 p.m., the cleaning lady rang the doorbell. I told her I am now in the room, and asked her to come back later. Rudely, she did not reply, nor even acknowledge, and just turned and walked away. Barely half an hour later, she came back again and asked if I wanted to have the room cleaned. It almost sounded like an ultimatum - I either have it cleaned now, or never. I gave up, and simply got her to replenish the mineral water, toiletries, and clear the bins. This time round, she did smile and said thank you. But I was annoyed by the fact that I – the guest – seemed to have to comply with HER cleaning schedule, rather than the other way round. How can Resorts Hotel proclaim to be a 4-star hotel with this kind of service?
3. Hotel and room aside, the food services were hardly more impressive. Market Food Street – one of the eating places at First World Hotel – had an incomprehensible system that involved 3 queues just to get an item. Unbelievably, it took me 10 minutes to purchase a cup of coffee, even though there were only 2 customers ahead of me. The system was this: first, you queue to make an order. The staff will then give you a ‘chop’ to indicate what you ordered, and then you go to the cashier to queue to pay for your order. After payment, you go back to the stall – and queue again – to collect your food. 3 queues just to get a simple item. And if this was not enough, when making an order, queuing or waiting, you glance at the chefs’ faces, it looked like they must be really dissatisfied either with their jobs, or with the customers.
4. At a restaurant called Hou Mei, again the system was hard to understand. Twice in 3 days, the bill was given to me but when I tried to pay, the waiters said I had to make my payment at the cashier. Strangely though, there were other waiters/waitresses who were gladly collecting the payment from the guests, bringing the money to the cashier and then returning to the customers with the change. I have no problems going to the cashier myself, but the inconsistency made me wonder why I was one of those who had to pay at the cashier myself. Was it my face? Or did I not order enough? Or was it simply the waiters’ attitude and willingness to service? I still stand to be advised.
Just to qualify, there was one or two signs of good service too, albeit very rare. And it was usually at the fast food restaurants: at the Mary Browne at the outdoor theme part, there was a waiter whose English wasn't too good, but nonetheless very helpful trying to comply with special configurations of chicken/mashed potato that i requested to change from the set menu. Thank you, and well done.
But I guess overall, my conclusion is that when Singapore starts our casino in a few years’ time, the poor service at Genting will certainly make it easier to wrestle customers over. It is not difficult at all to beat the service, or lack thereof, provided at Genting.
