Service is everything, new or old

By Michael McHugh

Service is everything, new or old

A refurbished hotel is always good to visit, as they often have great deals so they can showcase all their hard work. It also lets the sticky beak in us see what has changed after all that building and noise. Staff are often at their best as they too are often proud to showcase what can at times be months and months of and building.

I recently stayed at the refurbished Sofitel Brisbane Central Hotel in the CBD and you can see where $130 million dollars has gone. Hallways with new patterned carpet, fresh food and beverage offerings, and rooms that feel more like apartment style living with simple furnishings in a pared back, muted colour palette. The stand-out however is the Sofitel Club on the 30th floor with views that stretch out forever, the buffet and drink service is excellent, and staff incredibly helpful. The space is spacious with a wide range of seating options all looking out to that view. Arriving back from an event one Saturday night, I got talking to a tall gentleman at the front door in the lobby who turned out to be Marcus Hanna, the General. After explaining I had left my phone charger at home, Marcus called over someone from the front desk and within minutes, the concierge had looked to see if they had a matching charger and after discovering they didn’t, suggested they use their own personal charger that fitted my phone. Great service that starts from the top, where perhaps others may just stop at: “no we don’t have that charger”.

Later, I discovered my TV didn’t work either – I had volume but no picture, but it wasn’t until I had returned from a night out that I realised. I put it down to drinking more than I thought I had, but again within minutes, the concierge was in my room trying to fix the problem. He offered that I change rooms but it was too late, and I was off to sleep. The next day ,the TV was fixed with complimentary chocolates left in my room. It really does come down to service whether, it’s a new or old hotel, or one with an expensive refurbishment, service is everything, and it starts from the top.


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