When the going gets tough, trust the hospitality industry professionals to get going... with a smile. Laveena Francis asks insiders how they pull it off
It might seem like an enviable job to have, but few airline staffers enjoy the high life of airports and airplanes. If they aren't busy dealing with bickering passengers, they have to be weary of the likes of Shiv Sena MP Ravindra Gaikwad, who recently thrashed a senior Air India staffer.
Tantrums galore
"It's hard to please everyone," says senior flight attendant Chiarra D'Souza (name changed). "I deal with people from different cultures and backgrounds every day. It isn't easy." Working with a five-star airline implies high service demands and so they have to ensure a smile on each customer's face. "Grievances range from quality of meals, cabin temperature being too cold/hot, in-flight entertainment not working, among others," she says.
D'Souza shares that once a passenger logged a complaint because his drink took 25 minutes to be served. "This had to be documented. He was given an explanation as to why the service was conducted in a specific manner," she states. "Although the management always follow-up and investigate such matters, incidents such as these happen regularly and we have to maintain our calm even if we disagree," she informs.
Perpetually on the wrong side
"That the guest is always right is the policy that we follow at our hotel," says Indore-based Rajeev Tripathi, who is a senior corporate chef at a five-star hotel. "One guest, after finishing his meal, fussed about the quality of food," recalls the 48-year-old. "Although all of us (chefs) knew that there was nothing lacking in the food, I had to apologise and give him a complimentary dinner." He has worked 27 years in this sector and thinks great level of patience is required to deal with guests.
Stephen John, an executive concierge at a five-star hotel in Delhi, agrees. The job of a concierge, he says, is far more demanding. "Nasty incidents take place on a daily basis. Once, a guest gave us a wrong room number and misbehaved for the delay in service," says the 33-year-old. "The seniors invariably support the guests since they are all-important. Even after putting in effort, if a guest is unsatisfied, we're expected to apologise," he says.
The hospitality industry demands that guests be dealt with 'Atithi devo bhava' (A guest is God) attitude. "It's a job where we have to smile even if we are feeling the exact opposite," he signs off.
Up in the air
Unruly passengers are one of the top three safety issues that concern cabin crew.
In 2015, 10,854 cases of unruly conduct by airline passengers were reported worldwide.
Source: International Air Transport Association (IATA).
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