Customer service skills

Dear Editor,

I was surprised two days ago when I called two hotels in Ocho Rios - Sand Castle and Hibiscus Lodge - to get some information on a large group that is planning to come to Jamaica in the first week of August 2009.

We were asking Sand Castle about accommodation and the person who answered the phone was quite rude and not very helpful. I think she should be given some training or be removed from the reception area.

First impression is very important and I certainly would not want someone like that representing me or the services that I plan to provide to my guests. I gave Hibiscus Lodge my information about four times and they promised each time to send the information via email. I am yet to receive that information.

excellent service

Prior to migrating 22 years ago, I was an employee at Sans Souci hotel and we provided excellent service and tried to make everyone a part of the Jamaican spirit, from the time they called to when they left.

People need to be careful because they never know who is at the other end of the line. I am sure with all the extra hotels that have been built over the years, there is competition and every business is stressing customer-service skills and offering training.

I was very saddened by what I got that day and hope that something can be done to help because this is certainly not an isolated case.

Sincerely,
Merline Minott
mvminott@dhr.state.ga.us