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| B'day Party - Experience |
We recently celebrated a birthday party at one of the upscale five start hotel in Trivandrum. There were around 20 of us for dinner. We had our tables arranged outside the air-conditioned dining hall, while the buffet spread was inside. Since we chose that seating, we were aware that we would need to walk in to get our appetizers, mains, and desserts. That was fine and expected.
However, as a group that spent around ₹45,000 on the evening, there are a few areas where the hospitality experience could have been improved. These are not complaints, but suggestions for enhancing guest experience:
1. Dedicated Staff Attention
It would have been thoughtful if the hotel had assigned a staff member to check on us regularly. This would ensure that any extra requests or comfort needs were taken care of.
2. Support for Senior Guests
Three senior ladies in our group found it difficult to walk to the buffet table. Some of us helped by bringing their portions, but it would have been a remarkable gesture if a staff member had stepped in to assist them directly.
3. Timely Table Service
Plates were not cleared promptly from our tables. Perhaps the weekend rush stretched the staff. One solution could be for hotels to maintain a pool of reserve or intern staff who can be called in at short notice, ensuring smooth service even on busy days.
4. Advance Information on Dry Days at the Time of Booking
We had planned to enjoy a few drinks, but only at the last moment were we told it was a dry day. If the hotel had informed us about this restriction at the time of booking, we could have planned differently—either by bringing alternatives or by choosing another date.
5. Extra Value Services for B'day Parties
The birthday girl wanted to create a reel. If the hotel partnered with third-party content creators or had arrangements for such services, it could be an added value offering. At the time of booking, staff could simply ask: “Would you like help with reels, photos, or other special arrangements?”
6. Buffet Information & Clarity
The food labels at the buffet were difficult to read due to small font size. A better solution could be:
Larger, clearer labels.
A microsite or QR code that lists each dish, ingredients, and preparation style.
Short daily videos or digital menus showcasing the buffet spread.
For example, one of the fish gravies served with kappa had me guessing the type of fish. I stirred the pot to check but couldn’t make it out. Such information, if available digitally, would avoid confusion and enrich the dining experience.
(I do understand hotels may have reservations about disclosing all details, but even partial information would help guests.)
Closing Thoughts
These are just my personal observations. I share them as a creative exercise, with the hope that they might inspire small but meaningful improvements in guest experience.
If the management finds these suggestions useful, I would be glad to contribute further—as a consultant or mystery shopper, offering insights and fresh ideas for continuous improvement.
And yes, if you feel this feedback deserves a token of appreciation, my kitty box ( GPay ) is always open. 😊 Btw, you can Whatsapp in this number to share your thoughts on this and to get my account details if you plan to give me an encouraging tip. This is my contact whatsapp number ☎️ +91 8129549800
Warm regards,
Charles
Third Door Strategy
P.S - I am also open to working with your hotel as a consultant or mystery shopper, providing fresh observations and practical suggestions for improvement. After all, you never know where the next great idea for enhancing guest experience might come from.
I hope these thoughts are taken in the spirit of positive self-improvement. For me, this was also a chance to put my aging grey cells to work—connecting dots, spotting possibilities, and having a little creative fun along the way.
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