Dear Editor,
I had the need to gather information from the National Chest Hospital recently and decided to call. I was very apprehensive as it was nearing 5:30 pm.
I was transferred to the Human Resource Department and was sure I would have been met by a phone that would ring unanswered or a team member whose tone would advise me of the time of day.
My fear and trepidation was met by what we hospitality industry players, when I was there, consider “exceptional customer service”. This is that skill of anticipating and surpassing the guests unique taste, desires and needs. My general manager at Sandals then would say to his managers, “Let’s us wow them!”
Orlease Malabre, the personnel officer, I believe, answered the telephone with such warmth I thought my lines were crossed with that of an executive concierge from LUX Hotels. I was blown away by her desire to serve; she was willing to make recommendations and put me in touch with the right people with such ease. I didn’t feel rushed or interrogated. I was ‘wowed’!
The private sector spends a great deal training and developing its team, and I wondered if people from the public sector could benefit from being included in these workshops and training endeavours. It would be a win-win for all stakeholders as the private sector’s high expectation would be equally met by the public sector’s exceptional service delivery. Jamaica would, indeed, become the “place of choice to do business”.
If Jamaica, and especially our State entities, can reproduce the service delivery of Orlease Malabre, not only will the health sector, but all Jamaica would be in good hands.
Dwight Ferguson
Kingston 10
dwightf@cescoja.com
I had the need to gather information from the National Chest Hospital recently and decided to call. I was very apprehensive as it was nearing 5:30 pm.
I was transferred to the Human Resource Department and was sure I would have been met by a phone that would ring unanswered or a team member whose tone would advise me of the time of day.
My fear and trepidation was met by what we hospitality industry players, when I was there, consider “exceptional customer service”. This is that skill of anticipating and surpassing the guests unique taste, desires and needs. My general manager at Sandals then would say to his managers, “Let’s us wow them!”
Orlease Malabre, the personnel officer, I believe, answered the telephone with such warmth I thought my lines were crossed with that of an executive concierge from LUX Hotels. I was blown away by her desire to serve; she was willing to make recommendations and put me in touch with the right people with such ease. I didn’t feel rushed or interrogated. I was ‘wowed’!
The private sector spends a great deal training and developing its team, and I wondered if people from the public sector could benefit from being included in these workshops and training endeavours. It would be a win-win for all stakeholders as the private sector’s high expectation would be equally met by the public sector’s exceptional service delivery. Jamaica would, indeed, become the “place of choice to do business”.
If Jamaica, and especially our State entities, can reproduce the service delivery of Orlease Malabre, not only will the health sector, but all Jamaica would be in good hands.
Dwight Ferguson
Kingston 10
dwightf@cescoja.com