When Things Change For The Worse…

My recent most visit to one of the most expensive restaurants in Bangalore, the supposedly 7 star, Leela Palace has been a major let down. The parking lot is worse than that of a 3rd grade movie theater and the service in their Citrus restaurant is pathetic to say the least (I couldn’t understand a word of what the staff was speaking and the staff didn’t know English or Hindi!). The last experience I had there has put me in a complete state of shock. About a month or so ago, their orignial vehicle entrance was blocked. They re-directed us to enter through the basement route, the leading & exit passages were extremely narrow, winding, dimly lit and had no mirrors/other mechanism to give me warning of how much I should expect to turn. I barely made it through…phew! 

A little birdie tells me that their rooms and allied services are exquisite and nothing has changed in that department, which kind of set me wondering. I guess they have applied core vs. non-core activity strategy to their staffing and services. So anything non-core might have been either downsized, outsourced or starved of funding – most hotels in India are going through a tough time with large rate cuts and less than expected room occupancy! But, is non-core really non-core? Isn’t there an image, brand or reputation to maintain as long as those activities are in your premises and could affect the way potential clients think of you – even before they have experienced the rooms? Mr. Nair, do give it a thought.

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