55. An UnHelpful Call

At about 10.15pm, I was feeling a little hungry after unpacking my luggage at The Muse Hotel. I decided to check if the hotel's Italian restaurant was opened at this late hour for a quick salad or soup. I pressed 0 on my room's phone and spoke with the operator.


Me:             Hi, may I know if (restaurant name) is still open for dinner?

Operator:    No, it's not.....

Me:             Erm....oh.....ok.....(I was giving time for operator to suggest alternatives)

Operator:    (Silence)

Me:             ....Ok then...(still hoping he would offer further assistance)

Operator:    (Silence)Me:             ....Thank you

Operator:     You're welcome.

Me:               Bye!

Operator:     Goodbye.


I was expecting more information, any bit more. Otherwise, the service is deemed disconnected.
For good/great service service, the operator could:  

  • a) provide alternatives (e.g. other outlets, Room Service or nearby eateries); 
  • b) inform of enquired outlet's operating hours; 
  • c) ask about my food preferences and recommend accordingly (this one is a big bonus!); 
  • d) offer to book for dinner elsewhere (for tonight or following evening);
  • e) any additional and specific assistance such as offering a wake-up call at end of conversation.


Service Bank: Minus 2


Reflective thoughts: What do you think this operator sees his role as? Are there any other ways he could be more proactive as the hotel ambassador and make the guest feel warmly welcomed and informed?

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