Name the service, it doesn't matter, it's going to be cough in Australia

[andye]

Maybe the room service charge reflects being in a non-tipping culture

 

[Cynicor]

I generally only stay in 5 star hotels and it's pretty darn common to have some sort of surcharge tbh.

 

[RooFlyer]

maybe the quality of service declines as the quality of customer declines

Ah! Blame the customer! Why didn't I think of that? Which airline has that attitude again?

 

[Warks]

My take on this is the impression I get that so few people seem to do their job properly these days. What I mean is that it's a sort of Murphy's Law of dealing with people: if they can get it wrong, they will get it wrong. I seem to be pleasantly surprised these days when everything works out fine. I'd have to say that airlines do much better than most businesses though. Try dealing with banks, telcos or the public service.

 

[badseed]

If the companies want flawless service to be part of their reputation, then they need to invest in it, and demonstrate it from the top down. A lot of companies really have their customer-facing roles as a stand-alone or bolt-on. It can be done right, and I don't think it's really any better or worse in Australia. The global companies that do it well such as Apple do it just as well here as anywhere.

With hotels, often it's just the name and operating manual licenced to a local operator, hence it's not the global organisation responsible for setting and training to an established service culture.

I largely find both QF and VA fine service-wise with that slight Australian 'informality' that's so refreshing when getting aboard in LAX, DXB or LHR

 

[RooFlyer]

Various industries and sectors seem to go through cycles of good/ bad service. Eco turndown or profit tightening results in diminution of service, or training, usually both. Customers complain, go elsewhere; regulators or consumer advocates get involved ... Companies realise that their tightening is driving away customers, costing profits. New, better service regime begins. Customers happy again, until the next tightening.

Banks I think are in the "good service again" phase. Personally I'm pretty happy all round with my 2. Telcos are maybe at the point of considering better service. Airlines still in a tightening phase.

As for travel overseas, if the service and circumstance doesn't suit, I'll go elsewhere. If the service provider is profit driven, they lose.

 

[Warks]

Yes I think so. Have you noticed the rise and rise of 'greeters' in Australia? I had one in the bank the other day who fixed me up very quickly. In NSW our RTA (roads/licences) offices have become "Service NSW" offices now. When you walk in there can be up to three greeter dressed like flight attendants (British Airways about 1997) who get you the right ticket and get you started. They then hassle you do use the machine for feedback on the way out.

Even Medicare had a greeter with a tablet the other day who set me on the right track quickly and I was in and out of there before I knew it.

The future?

 

[zainman]

I generally only stay in 5 star hotels and it's pretty darn common to have some sort of surcharge tbh.

I also generally only stay in 5 star hotels and it hasn't been that common. Australian hotels need to lift their game with these sorts of things. Most still charge for Wi-Fi etc, look at Asia or Middle east for examples on how to do it properly 5 star.

 

[drron]

Though earlier this year the CBA greeter at Caloundra couldn't help the elderly gent in front of me when he was faced with a queue of ~ 20.Asked by the greeter what she could do for him his answer-get behind one of the vacant teller windows.

 

[Warks]

Though earlier this year the CBA greeter at Caloundra couldn't help the elderly gent in front of me when he was faced with a queue of ~ 20.Asked by the greeter what she could do for him his answer-get behind one of the vacant teller windows.

He was probably going in to cash a cheque like my mother still does. She writes cheques to 'CASH' and goes to the teller. ATMs passed her by even though they've been around for 30 years or so.

 

[scottz95]

More competition (and the market probably can't support that, or is unwilling to do so because of 'golden handcuffs'), and fewer corporate expense accounts. Why should the Sofitel Melbourne worry with its outdated, drab, boring rooms and no pool when people on work are willing to pay $300+ a night? (C'mon - that hotel is seriously stuck in the 80s!)

It would be great to see more competition enter the market but given the softening Australian economy, do you actually think this will happen?

Have to ask but have you seen the corporate rates for Crown Promenade? We get it for $255 a night, pool, gym, breakfast, the works. If you want to stay on Southbank that is.