I’m so used to getting poor to mediocre service that good service is worthy of a special mention.
When I checked into the new Novotel at Brisbane Airport today the General Manager, Mr Alex Penklis, stopped by for a chat. He didn’t know me from Adam but he knows how to impress guests.
The service in the restaurant reflected his touch. The delightful young lady who served me took time to ask where I was from and engage in a lost art – called conversation.
Compare that to two other experiences this week. One at a hotel in Launceston, and the other at a Car rental company in Sydney. Both times employees blamed their bad service on management cutting staff numbers.
All of which proves attitude and leadership drive good service.
