It was my first time making a room booking for my overseas customers and his family at RWS through the reservation hotline. It was not surprising anymore that a non-Singaporean hotline staff had taken my calls but what surprised me and really upset me – as a customer, was her tone was rather “impolite, arrogant and sounded very impatient” when questions were asked. She was also talking at full speed as if she was trying to end my call as soon as her lines were delivered until I had to stop and intercepted her over and over again because I couldn’t fully understand her English. I am truly disappointed with what i had encountered. If it had not been for my clients and his family, I wouldn’t have even considered going ahead with the booking. I wonder if this is the level of standard that a well-known hotel like RWS is looking at serving their “paying customers” and worst, some may be calling from overseas. In my honest opinion, proper training for your staffs should be conducted regularly to improve the image of your hotel.
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