Dear Editor,
To celebrate the 70th birth anniversary of my grandmother, the matriarch of our family, we visited a number of restaurants where we could dine for the evening. Of all the places we visited, Duke Lodge stood out. Confronted with lackadaisical attitudes from the other places, we got the feeling that we needed to beg them for their services, and immediately knew that none of those places would be chosen. On our visit to Duke Lodge however, the staff there acquitted themselves with distinction, clearly setting themselves apart from the rest when it came to hospitality and quality customer service.
From the moment we arrived, we were ably assisted by a very friendly, yet professional receptionist who directed us to a hospitable and well-spoken Nadine Moore regarding the reservation. Ms Moore and her team which included Ms Narissa and others were most accommodating and helpful. They made our evening of November 8, a comfortable and truly memorable one.
Ms Moore entertained our repeated phone calls, just to ensure that everything was perfect for the evening, right down to the last detail. She e-mailed us their menu and we were able to select in advance what each person wanted to have. This eliminated any waiting time, as the chefs had our meals prepared for our arrival.
Ms Narissa and the team of waitresses ably catered to our needs at the dinner, and were always within reach if we needed them. They were simply excellent. We were greeted with smiles. Irrespective of what may have been their personal issues, if there were any, they did not show.
The ambience they created for us, and the songs they selected (without us even asking,) were more than appropriate.
Editor, when we receive poor customer service, we share those experiences with the public in the hope that publicizing them can bring positive changes. In the same vein, I believe that when we encounter excellent service, it is only fair that we highlight this as well, to let organizations know that we appreciate their service and to cheer them on to keep up the good work.
It is also an opportunity for those who are not performing up to standard to raise the bar. Customers are observing, so they should try to impress them. Duke Lodge impressed us.
For the places we opted out of choosing, it was the cover-staff, those who interface with the public, who were rude and obnoxious. Managers need to realize that these staff members are like the cover page for their businesses, and they should ensure that they are performing excellently.
Disgruntled staff can cause them to lose customers. They must perform or leave the job alone.
The team down at Duke Lodge exhibited international best standards. If we intend to make Guyana a tourist destination, these are the little things with which we must start ‒ hospitality and good manners.
To Ms Moore and team, kudos on a job well done; they went above and beyond the call of duty.
Yours faithfully,
Marratta David-Dazzell