Service: Attitude vs Altitude

It was not the first time I journeyed to the Middle East; however, this particular journey was designed to check a number of boxes. For the purpose of this article, I will focus one of the areas that immediately jumps out at you, that is the attitude of service.

We journeyed three legs on this particular tour, with a brief layover in London before catching what I consider one of the better airline experiences, period. The attention to detail experienced at the Emirates counter starts your recognition that you mean more to them than a passenger seat number. You are greeted from the onset with a remarkable measure of warmth and welcome, from the complementary chauffeur service picking you up at your hotel to the airport, to the spa service within the lounge, and the airline staff who seek nothing but your rating of service excellence.

Now, before I am charged with advertising for this particular airline, let me state that I highlight these experiences to demonstrate that service excellence is achievable and sustainable. More so, such gold star standards seem to be the norm for these Middle Eastern airlines and by extension, hotels and other service based industries. This in stark comparison to the two airlines that have been in the news recently charged with less than humane treatment meted out to its passenger class.

I have also had the opportunity to experience both airlines quoted in the recent news, and I have to admit, that my experiences with both also left me less than satisfied. These airlines both need to do a significant overhaul to recoup some measure of credibility to their various market segments. One wonders, if any of the predominantly Middle Eastern Airlines were to be allowed to enter the North American Routes, then perhaps they would understand just how customers should be regarded.

The detail to service excellence is not only resident within the airline service industry in these territories.

With all the reported and existing political instability in many of these territories, their level of understanding the worth of the tourism dollar is astounding, so much so that you are so highly regarded that any levels of anxiety are abated. For instance, upon our arrival at the Hotel in Old Cairo, Egypt, before entry into the hotel, your vehicle has to be security cleared, inclusive of checks for IEDs (improvised explosive devices), your identification must be provided at certain checkpoints, and a number of other measures are implemented.

However, the special operations and police undertake their checks in such a manner that you understand and appreciate why these strategies are undertaken. The manner that you are greeted at your hotel leaves nothing to chance. Your every question is met with a comprehensive response, along with a tour of your assigned room, and hotel if required.

The point being made, is even in the midst of great security-based threats, many of these territories continue to operate at service levels above and beyond what is expected and anticipated. And such gold standards were not implemented simply to ‘make up’ for political instability – they have become ingrained into the culture of these places. They understand what it takes to compete on the Global tourism market, whilst appreciating the requirements of the incoming visitors.

The lament of economic diversification for Trinidad and Tobago has been on the lips of every incoming and outgoing Government for as long as I can recall, and one wonders when we will begin to understand and appreciate that diversification will not happen on its own – it requires vision, application, leadership and a clear strategy. Tourism has been touted as one of the areas of focus for this diversification, and I can attest, we are light years behind.

Next week I will focus on the relationship between security and protocol in high risk