As I sit in the executive lounge (a lucky upgrade) of the Hilton in Gatwick I have listened to the Guests around me.
It makes me wonder about then expectations of said “customer” and how they live in their day to day reality.
When reading reviews of airlines, hotels and lounges it makes me wonder how we reference or compare our experience and so opinions.
Relaxing in the lounge I watched a rather overweight older guy in vest and shorts come into the lounge.
“Is that the type of person or dress we should expect” ?
My interpretation is that he did not fulfil the “dress code” but that is my impression.
I watched another guy with rather ill fitting T-shirt and trousers enter the lounge. He seemed incapable of sitting down without straddling the chair. Again a slightly odd behaviour. His female partner was able to take a seat without throwing her leg over the chair. Who am I to judge behaviour? Odd to me but probably acceptable from the part of the world he comes from.
This post is generated my overhearing my lounge seat “mates” who comment on the snacks.
“They only provided tongs to serve crisps (chips for those in the USA). How can we serve these without crushing them?”
Mmmmm, Yes you can crush them but what other implement can you provide to help serve them? A spoon, ladle or some other scooping implement could be considered but remains unwiedy in a limited space. It may not be perfect but for most customers it seems ok.
My point is that opinion is usually informed by past experience and expectation. Perhaps influenced by class or assumed snobbishness without an acceptance of the environment.
Serving crisps with tongs would be anathema in a Michelin starred restaurant but is it really so wrong in a busy business airport hotel with self service?
I would love to see some of these customers providing similar canapés to an uncertain but large number of clients if they were the hotel manager
i really feel we are too quick to judge and too slow to contextualise.
I hope i will remember these comments in further posts