Soviet Service

The Russians have a terrific phrase for retail and hospitality service that's either poor or non-existent. They simply call it, "Soviet Service." It's easy to forgive such incidents when in Russia as a quick glance around you explains a lot. Soviet aesthetics in all aspects were rather souless, from dower grey concrete buildings to one-dimensional proletarian art. One hardly expects Russian service to be any different.

However, after 12 months, I have to admit that Soviet Service can be found in abundance right across Europe. I realise now that, by comparison, we're spoilt in Australia and New Zealand. Even the developing (and developed) economies of Asia offer consistently better, more friendly service. Europe has a lot to learn about good, professional hospitality. A few European hotel incidents illustrate my point.

Geneva
Here I was actively deceived by front desk staff at a five-star hotel (Beau-Rivage). I asked the front desk to confirm my check-out time and was offered a midday check-out. I was surprised as I'd booked a package deal that included a 5pm late check-out. As I spoke with front desk staff I noticed a printed copy of the guest roster on the counter. This roster clearly stated that I was on a late check-out package, scheduled to depart at 5pm. A staff member saw me glance at the roster and immediately picked it up, holding the clipboard to her chest. When I challenged her actions and pointed out the roster details, my check-out time was suddenly adjusted without apology or a hint of remorse.

This same hotel provided us with a meal at its five-star, silver service restaurant, as part of our weekend accomodation package. Sadly, small aspects of the table service were consistently flawed, leaving us with an overall impression rather less than a five-star. This was a shame as the hotel itself is located in a wonderful old building.

Brighton
Garry and I wandered into the breakfast room of our hotel (Old Ship Hotel) and encountered a scene of total chaos. The room had less than a dozen guests eating, yet none of them were happy. Dirty dishes littered almost every available table. Coffee pots were empty, glassware and cutlery was absent from the buffet table, serving dishes were empty, table staff were equally absent (or wandering aimlessly). It was clear that nobody was in charge of the dining room floor and situation was growing steadily worse.

This was also the hotel where the lift to our floor was broken. The staff thoughtfully put us in a room well away from the inoperative lift, and more surprisingly, even further away from the only working lift. As a result, we had to walk to a second set of lifts in another building and then cross back to our own building every time we ventured to our room. It was also clear that the hotel wasn't full. In other words a more convieniently located room was available had anyone at the front desk stopped to think.

We've encountered similar situations across Europe with call centres, retail staff, restaurants and public sector services. It not uncommon for retail staff to complete conversations with each other before serving waiting customers. I've also watched public sector staff stand around while queues form, then listen as they request a tea break from the supervisor, which more often than not is granted.

Garry could regale you for hours with stories of incompetency as he struggled to set up our new home. Few people in Europe seems to appreciate what good service looks like, and even fewer seem to care. Smiles are clearly extra.