Originally Posted by DavidO

I was with a group of 21 TA's from Brownell doing a site inspection, and we were essentially guests of the resort... so not really any service recovery to be done. But here is what some of us experienced:

(1) We had three tables at dinner on night in their signature restaurant. The service at two tables was fine, but one table had exceedingly slow service, not being served their meals until 9:30 p.m.

(2) One of our group reported it taking 25 minutes to be served a simple breakfast. Even though she had informed the waiter that she had to leave at a certain time, her (quite simple) order did not come until 5 minutes before she had to leave.

(3) One of our group phoned to have her bags picked up on the morning of our departure. Granted it was something like 4 a.m., but no one ever came.

(4) Housekeeping in some of our rooms was well done, but cleaning in rooms in other sections of resort was incomplete.


These failures indicate that while most of the staff is providing excellent service, there are a few individuals who are not doing the job. That, I believe, is the essence of the problem ... and this the kind of problem that has a solution: identifying the underperforming employees, hopefully retraining them, or ultimately firing them and replacing with new hires.