How not to do Front of House

The Charlotte Street Hotel in London’s West End is beautifully presented and has a reputation for world-class customer service.
I arrive there (yesterday) for breakfast at 7.30 am – two of us (I cannot tell you who I my guest was – I would have to kill you).
The place is empty – I mean empty – there are 4 blokes around 1 table – that’s it.
We walk into the restaurant and the front desk lady intercepts us – she has a face like a slapped arse.
Question 1 – “are you resident?”
Answer 1 – “no”
Response – look down nose at guests.
Question 2 – “do you have a reservation?”
Answer 2 – “no” (thinks – the place is XXXXing empty!)
Response – show guests to least attractive seat in the house – far corner.
Manages to maintain slap-face throughout.
In 20 seconds my customer service experience is destroyed and I am made to feel like a vagrant asking for food at the back door.
No doubt this young lady is doing her best in the absence of a system.
If the hotel management had known who I was having breakfast with – they would have choked to death in embarrassment.
Here I am – telling you – that’s called viral marketing.
“Charming, witty, stylish and very cool” says the media (see their web page).
Yeah – and manned by miserable snobs.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.