SSP Diaries | Hospitality found wanting

AS A Jamaican who often supports our local tourism industry by taking a break from home and staying in a hotel, I have become concerned with the standard of hospitality displayed post COVID-19 pandemic lock-down period.

In the past year, I have stayed at various properties between Negril and Ocho Rios and there is a common theme across experiences. The fact that COVID is still with us seems to be something of little concern. For most of 2021, hotel staff were extremely vigilant, and ensured we were reminded of the protocols and observed them at virtually every step of the way. This experience has steadily dwindled since then. At the last two properties I visited, I felt out of place as one of the very few occupants wearing masks in ‘public spaces’. I noted also that although there were hand-sanitising dispensers at just about every corner, 95 per cent of them were more often than not empty when I tried to use them, especially in crucial areas such as the washrooms, elevators and restaurants. Upon reporting these issues, however, there was always the appropriate apology and thanks for bringing it to their attention, but a day later the situations were repeated.

Lest I forget, I had the unique experience of spending over five hours in a hotel lobby trying to check in. My family and I were not the only ones suffering this fate, and some of the frustrations of our visitors from overseas did create disturbing scenes, to say the least, but we contented ourselves in observing, learning and trying to understand why a simple service was being made so difficult.

There were some locations offering butler service. Where this was provided, I can only conclude that it has been a colossal waste of money on my part and a false representation of the true facts on the part of the properties concerned. Butler service is meant to make your stay a more pleasant one. Regrettably, it never lived up to its expectation, and the service provided was never consistent. Some were very helpful; others could not even be found when using the contact numbers or getting in touch with their butler stations. There is a concern here, as I discovered, that the overseas visitors received priority treatment for this service, notwithstanding the fact that you have also paid for same. Perhaps a lingering psychological imbalance from our past. On the other hand, I found the housekeeping staff to be pleasant and courteous, even though there were inconsistencies when it came to the basic things, like the cleanliness of Jacuzzis, proper stocking of the complimentary bar, and the replenishment of bathroom items provided.

I have always had the opinion that when visitors come to our country, we should allow them to experience our culture, food, music, natural beauty of our people and land, etc. I had a difficulty with some dishes on the menu passed off as Jamaican dishes, which were so in name only. In conversation with the Jamaican hotel staff, I discovered, in over 90 per cent of the cases that they also shared my views. They informed me that they had raised these observations with the chefs and management, but to no avail. It was then that I discovered that the chefs in charge were mostly foreigners and they prepared the meals to their taste, which oftentimes reflected nothing of Jamaica. Sadly, I found tourists raising the same concerns that I did, especially those that had some exposure.

The entertainment packages all seem to be the same, and there is a move away from providing ‘authentic’ Jamaican routines, to one of depicting more American rock and roll- type events. Even our local dance routines lack choreography. I can’t speak to the discotheques – on going through the door one night, I immediately beat a hasty retreat as people were basically shoulder to shoulder and there was not a mask in sight, save my own. More effort needs to be placed on the delivery of ‘authentic’ Jamaican entertainment so our visitors, or residents, leave with a feeling of satisfaction and pride. Our visitors must not leave our care without understanding who we are, experiencing the beauty of our people and country, and wanting to return again for a more unique experience.

So, we have been impacted by the dreaded pandemic. It appears to me that the tourism industry might have lost quite a bit of its experienced and seasoned staffers, as there is a vast difference between pre-pandemic hospitality and what obtains now. Rooms/suites are in need of refurbishing; some do not allow you to even feel safe! There must be a serious emphasis on training newcomers, retraining the experienced, and improving/maintaining standards. Managers must pay more attention to the staff who are in contact with their guests constantly. They, too, have critical contributions that need to be heard and actioned. It is important that we take a serious look at the value of this industry to the nation, and take appropriate steps to regain lost ground. It’s not just about the name of a hotel and how much money can be earned, it’s about maximising Brand Jamaica in an increasingly competitive world that has started to rear its head, post the COVID-19 pandemic. It’s about our people’s lives. We therefore need to do better if the industry is to survive.

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