I came to Hyderabad to attend a 3 day conference. The venue is a good hotel with all modern facilities. The room has automated card key, fully-airconditioned, beautiful room interior design, huge HD TV, 24 hours internet facility and so on. Furniture are great. I looked every corner and everything is carefully well planned.
But then they have horrible customer service. It took me two organizers to get me a hotel room allocated to me. Then I had to change a room before I could settle in. Other 3 people I know also had that issue. I went to bathroom then there is one towel for two occupants.
Later, I heard that their room service staff are new. May be true, may be not. Because the desk manager had the same uncertainty. You ask a question and he has no answer.
Once again I am reminded of the importance of human element. People build great. First, focus on people development, not on infrastructural development.
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