I stayed at the Shangri-La last night and would like to comment on the level of hospitality I experienced at breakfast this morning.
The section I was seated in had three servers: one female server and two young male servers. The female server was working diligently throughout the morning, but unfortunately, the two young male servers appeared tired, moved very slowly, and seemed reluctant to clear empty plates or attend to guests in a timely manner.
Good hospitality is not only about responding when asked. Guests should feel that they are being cared for. Empty plates should be cleared proactively, and staff should remain attentive to the needs of the tables they are responsible for. On several occasions, I noticed the two servers looking toward my table and neighboring tables without clearing dishes that had been sitting there for some time. At one point, I called out to one of the servers, who simply walked away without responding.
I mentioned my concerns to the female server, who explained that the two young men were new. While I appreciate that everyone needs time to learn, being new should not be an excuse for poor work ethic or inattentiveness. Shangri-La is a world-class hotel brand, and I believe proper training and service standards should be consistently upheld. Just as importantly, staff members should take pride in their work and genuinely want to provide excellent service.
I offer these comments respectfully.
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