UK Ferry Tickets

Lots of emails this week about service in hotels – or lack of it. John points out that if you treat staff as equals, as he says they do in Switzerland, then you get happier workers, who in turn treat their guests properly.

Neil tells me of his recent experience in a Club Med property, where he says the staff where young, inexperienced and slow. “I recognise that young people have to learn, but throwing them in at the deep end is not helpful to customers. I have already told the hotel I will not be back,” he says.

Peter runs mystery guest programmes for several hotels and says that in the past few years the quality of staff and their service, even in four and five star properties, has deteriorated markedly. “Many do not know the meaning of giving service and doing it with a smile. They can be surly, tired and, worst of all, unaware and lacking knowledge,” he says.

Peter blames the management for a lack of training and interest in their staff and points out that hotels in Southeast Asia and Thailand offer the best levels of service. I agree with Peter, but I think that’s a cultural issue. In the Far East, people are proud to work in the service industry and see it as an honour to please staff. Too often, the British feel they are above that kind of thing.

Kim warns us not to blame only young people. “The problem exists regardless of age, background or race. It will continue until the service industry is marketed as a proper career,” she says.

On a more positive note, Sheila says she would like to give a special mention to the staff at the Porto Santa Maria hotel in Funchal. Despite being young, they were excellent, offering a personal service that was attentive without being intrusive, she says.

Not surprisingly, the recent bombings in London sparked much debate. Although there has been a drop-off in bookings to the capital in recent weeks, most people who emailed me were adamant terrorism would not alter their plans.

The newsletter reached Clara in Argentina. She takes students to the UK and asked my opinion on whether she should bring a group to London in January. I strongly advised her to stick with her plans, as the chances of getting caught up in a terrorist attack are very small. After 9/11, many Americans refused to fly and instead drove long distances across the country. The result was a steep increase in the number of deaths on the road. Statistically, you are far more likely to die in a car than an aircraft. However, I did point out to Clara that January isn’t a great month to visit London and warned her to prepare for cold, rain and the nights drawing in at around 4pm!

Why do people go on holiday? Heather, a teacher in an inner London school, goes for sun, sand and the opportunity to be among people she is unlikely to meet in her daily life. She prefers to travel alone and leaves her husband at home! 

Guest Article by Jeremy Skidmore

Wednesday, August 31st, 2005