Ledendary services at the Metropole Hanoi: Desserts with saliva topping and super arrogant managers Today we went to the Angelina at the Metropole Hanoi for lunch. When desserts arrived the kids were so excited as they want it quick before rushing to the cinema. The desserts were just steps away when 2 western ladies appeared and chat happily for about 10 mins with the waitress holding the tray at a level that would catch all the saliva from the 3 of them. When we couldnt take it much longer and just when the waitress put down the tray to the next table to continue her conversation with her 2 beloved customers, my son and I took the opportunity to serve the dessert ourselves to our table when we realised they are no longer dessert. The things that upset us most, however, is when asked for a manager to complain we were attended by management trainees andd supervisors who have no clue how to fix the problem except saying appologies. I insisted to meet a manager when the assistant f&b manager, a Mr. Cuong passed by. The supervisor came talking to Mr. Cuong asking him to address us, but to our disappointment and through the mirror reflection we saw that Mr. Cuong just pointed to another trainee. Then after much insistance we were then addressed by another assistant f&b manager, a lady named Sophie who simply asked us back: what can I do for you now? When I was introduced to the hotels legendary GM who came back to the team recently I had hoped that the hotels services would somehow improved after that arrogant GM from Germanys departure, but today experience has obviously eliminate that hope. Maybe after rebranded with the word legendary added to their name, all of the hotels top management believe they are now part of the legend and become demi-gods that are there to take the high salary, shake hands with customers when things are nice and blame it on the junior staffs and pretend to be too busy when problems arises. I just hope that being legend, they would still somehow have the decency of not blaming it on the poor waitress or even sack her after todays incident. Her problem was solely because she was not properly trained, and training is the only things that separate a legendary hotel management system to a lousy one. Thank you again the Metropole Hanoi team for serving my children desserts with saliva topping, and for ruining my Sunday afternoon!
Posted on: Sun, 23 Feb 2014 08:58:15 +0000