Revisiting the scene of the crime
IT HAS been eight months since I wrote about my experiences in the local hospitality industry. I did get away over Christmas and what transpired is worth relating through this medium.
We stayed at one of the older properties. First, let me say that if vacationing in Jamaica, try your very best not to arrive at the location after 9 p.m. You are unlikely to be allocated the room you booked. This was not a nice feeling, having worked all day, travelled from far and having to endure numerous incidents of bad driving and senseless delays on our main roads which defy explanations. Had we not complained bitterly, we would have had to spend the night in a cubicle that required us to walk sideways to pass each other. Never thought such rooms existed in that hotel. Suffice it to say, we were relocated within an hour.
By the way, there is a tendency noted over time to have security guards assist arrivals with their luggage to their rooms. At such times the ‘bell hop service’ is notably absent. This does not leave the guest with a feeling that the establishment takes their well-being seriously. It also gives the impression that you really need to be escorted at that time of night! This practice obviously needs to be addressed so one does not have the wrong impression.
Most of these types of properties need refurbishing, doors cannot be secured properly, if at all; some you struggle to close because they are in friction with the floor; improperly sealed face basins resulting in wet floors, etc. The industry is recovering from a devastating period caused by the COVID-19 pandemic. Even though earning potential was at its lowest then, I do feel that basic infrastructural improvements must receive priority consideration. The sooner the better.
Room service was punctual each day and quite pleasing. There was a problem in ensuring that towels and washrags were replaced. This necessitated numerous calls to ‘room service’ which proved difficult to contact at the best of times. The menus for dining, a la carte or buffet, were generally quite good, things went downhill as a result of the length of time it took for your order to arrive. Inadequate heating capacity on the buffet line created problems. By the time you commenced eating, the meal had gone cold! This aspect of the service needs to be improved.
As far as I know, COVID and its variants have not disappeared and our primary tourist market, the USA, is still struggling to contain the virus. Having said that, my family and I were often the only ones wearing masks in public spaces! We stood out like sore thumbs. We should not be condoning a free-for-all at the expense of the devastating reality of the pandemic, this is putting money before people’s health and well-being, the proverbial crime of greed.
ELEMENTS OF ORIGINALITY
Notwithstanding the above, it was not all doom and gloom. Staff service in the dining areas has improved tremendously since my last visit. They were helpful, went out of their way to ensure our comfort; we did feel at home. The menus reflected Jamaica and the entertainment routines showed elements of originality, reasonable
choreography. The bands played well, and the singers delivered good renditions. The hotel’s entertainment staff did themselves and the establishment proud. They kept local and foreign guests fully entertained. Brand Jamaica has the potential to soar to greater heights!
The industry is on the mend, and it appears to be doing so in a positive way. There is still some way to go but it’s obvious that we are on the right track. Time has obviously been spent getting the various categories of staffing up to scratch and its paying dividends as the hotel at which I stayed was almost at capacity for the Christmas period, with a significant portion being foreigners from North and South America and Europe. The same information was reported by other locations. People are still very much attracted to the variety of tourism products that Jamaica has to offer. To those involved in providing these products, continue to heed advice, take good care of the workers, they are the foundation from which the delivery is made, see to the longevity of the industry that continues to be the lifeline of our nation. Be also mindful of the record arrivals over the current season. Our professionalism in delivering our services now guarantees our land remains one of the best destinations on earth.