When I think of hotels and protocol, I often think of the Taj Coromandel in Chennai, India. I have stayed at this particular hotel off and on for almost 12 years. While it is always recreating itself, the rooms have been refurbished at least twice during the last decade, the fitness center is new, and the restaurants have had facelifts, there is something different that sets this hotel apart.
There is no question that it is a 5-star hotel. It has the amenities and protocol down to an art. New guests are greeted with ceremony that includes a blessing, traditional spiritual candle, and garland. Returning guests are escorted to her/his room to minimize any waiting. It I had to describe what I say to the hotel’s management I would say echo old words; “You filled his arms with gifts; you gave him a right royal welcome.” (Psalm 21.3)
Yet, for all the reasons that one might like the Coromandel, this is not the reason I come back. There are two fundamentals that sit behind the protocol, amenities, and features. This hotel provides the best example of service with a smile that I have consistently experienced in any industry anywhere in the world. The staff lives it. It is part of the hotel’s DNA. Smiles, caring, and conversation are natural elements. An interest if ways they can be better is a standing request left with each. As good as they are, they want to be even better.
I know things will not be perfect. Instead of my king size bed, I found two twins when I checked in the last time; at least it was on the first night. I thought of complaining, but everything else was ok so I decided to ignore my standing request. When I came from a long day at work, a king size bed was waiting. I did check the door to make sure I was still in the right room.
It is amazing to experience caring from the inside out, even when it is someone’s business. I know there is more.
