By Catherine Leech, Director, 101 Holidays
In the mid-’90s, the new MD of one of the UK’s luxury tour operators gave a stark and well-publicised warning that service levels in the Caribbean simply didn’t match up to those of the Far East and Indian Ocean – both of which were making (and continue to make) rapid inroads to the Caribbean’s traditional winter sun market from the UK.
Industry leaders in the Caribbean were indignant but he had a point – I’ve been fortunate enough to travel for both business and leisure to all three regions and, overall, I have found that service in the luxury hotels is generally slicker (and faster, if you like it that way) in the Indian Ocean and Far East.
However, there always was and still is one destination which, for me, has service licked in every way – Jamaica. In my opinion, reinforced with knobs on during a recent holiday there, the service in Jamaica’s luxury hotels strikes the perfect balance of professionalism, thoughtfulness and personality.
For hotels in particular, pitching your service levels is a tricky business. One guest’s great service is another’s cringe-making intrusion.
I remember walking up to an extravagant breakfast buffet table in Bali, putting a slice of pineapple on a side plate only to have it whisked from my hand by one of many waiters who took it back to the table – without a word spoken. Great service, some might think, but I felt uncomfortable – and why have a buffet if you feel your guests can’t even manage to carry a small plate…?
Similarly, over dinner in a very famous hotel in Barbados, two waiters watched closely as I drank water and wine (which they irritatingly topped up after every single sip). I was eating a bowl of seafood linguine – in the absence of a bowl for ‘empties’, I struggled to balance the shells around the edge of the bowl, failing miserably. Did the ever-watchful staff think to bring over a receptacle…? Of course not – they hadn’t been trained to do that.
Personally, I would always opt for thoughtful service with personality rather than lots of service with a bow of the head. And that is where I think that Jamaica gets it so right.
The very grand Grand Hotel on Mackinac Island, Illinois, has hosted five million+ guests, including five US Presidents, since it opened in 1887. I stayed there for a business meeting in the early ’90s and was gobsmacked to walk in to the restaurant to be greeted by a phalanx of white-gloved, uniformed Jamaican staff. It felt ludicrously formal and my Caymanian colleagues and I were amazed, even embarrassed. We chatted to some of them and were invited to join them at one of their church services and later enjoyed jerk pork and rice’n’peas in one of their temporary homes.
It was a magical experience but my point is that this summer-only hotel, whose reputation relied on the very best service, flew out their key staff from Jamaica each summer (at that time, most of the Caribbean’s luxury resorts closed in the summer). Kudos, Jamaica.
My recent holiday was split between Round Hill, near Montego Bay, and Jamaica Inn in Ocho Rios. Both hotels have been operating for 50+ years and both have long-serving staff, some of whom have been there virtually since day one.
Take Teddy (pictured at the top of the article and creator of possibly the world’s best Planter’s Punch!) – with 54 years’ service at Jamaica Inn’s Beach Bar, I watched him work alongside colleagues in their early 20s with genuine and infectious pride and joy. It was the same in every department in both hotels.
What’s more, all the management and staff in these hotels are Jamaican – the only sort-of exception is the Austrian-born MD of Round Hill, the highly respected Josef Forstmayr, but he is a proud Jamaican citizen and the General Managers in both properties are Jamaican. That is an achievement for which Jamaica and the hotels should be enormously proud. It’s not only good for local employment and personal career development, but I think it’s also great for the guests – isn’t it so much more interesting to interact with staff who live, work and take pride in their own country, your temporary home from home….?
I really appreciated the young man at Round Hill who was raking the beach at 6am and ran across with a cheerful smile and towel for me as I stepped out of the sea after a very early morning dip – it wasn’t his job and it certainly wasn’t expected. Each early morning thereafter, I found a fresh towel on the sun bed I had used that first day – how thoughtful.
I was never even vaguely nudged for a tip by anyone in either hotel.
Working in the hospitality industry is something which Jamaicans view with pride – that’s certainly not always the case in the Caribbean and it’s not even worth mentioning the UK where it is all too often looked down upon.
What floats your boat or gets your goat when it comes to service in hotels…..?