Name the service, it doesn't matter, it's going to be cough in Australia

[Termite]

I keep thinking Australia has lost its mojo in the service area from airlines to hotels, decreased service with increased price, but then I ask myself, did Australia actually have a mojo to lose to begin with?

Ok, Qantas was good in the 90's and even early to mid 2000's, but then it declined. Name a hotel that has stayed consistently good? Sofitel, I can't be bothered staying in one in Australia, might as well stay at its baby brother Novotel, the service per dollar ratio is significantly better. That's just one hotel, it seems to apply to all I stay at equally across the board.

i picked on Qantas, and with reason. Qantas has turned, but as the only legacy full cost carrier in Australia, what choice do we have for full service domestic travel unless Virgin manages to finally sever its LCC attachments.

How do Australian services improve? Qantas could adopt a management style similar to Air NZ or Cathay, hotels could look at an Asian style management, you know, the one where the customer is always first, and before anyone bangs on about lower wages and cost, take a 5 star hotel in Sydney and the same property in Shanghai, the property prices are similar, wages slightly lower, cost to produce slightly lower, room prices reflect this by generally being lower, yet the service is significantly better.

yep. Australia never really had a mojo to lose in my opinion

 

[Mattg]

I honestly think Qantas has improved its service in the last year or two. Occasionally you might get a dud crew, but I don't even recall the last time this happened to me on QF.

 

[PaulST]

Are Australian's bad at service, or just good at complaining?

Having recently visited the US, where the fake smiles and small talk always has an ulterior motive, or China where service was humorously bad, (while I'm at it, the service we got in Israel was rubbish, as was South Africa), I find Australia far more pleasant. In restaurants, you're treated well because you're a valued customer (and not because the waiter is underpaid and wants your cash) and you actually get a greeting when you enter the aircraft!

 

[MEL_Traveller]

How do Australian services improve?

More competition (and the market probably can't support that, or is unwilling to do so because of 'golden handcuffs'), and fewer corporate expense accounts. Why should the Sofitel Melbourne worry with its outdated, drab, boring rooms and no pool when people on work are willing to pay $300+ a night? (C'mon - that hotel is seriously stuck in the 80s!)

 

[Termite]

More competition (and the market probably can't support that, or is unwilling to do so because of 'golden handcuffs'), and fewer corporate expense accounts. Why should the Sofitel Melbourne worry with its outdated, drab, boring rooms and no pool when people on work are willing to pay $300+ a night? (C'mon - that hotel is seriously stuck in the 80s!)

Amen to that

 

[anat0l]

I don't think it's clear on what is meant by "service" in this thread.

For example, a hotel that is so old that has no pool, 80s decor and so on but still charges $300 per night may have nothing to do with service. That's simply lack of improvement of product. In fact, such a hotel may have good service, i.e. the staff may be very friendly and helpful, in spite of their "inferior" resources. Something like that alone might be enough to get someone to go back to that property in spite of its flaws; it also works the other way (really great hotel with modern decor and features up the wazoo, awful staff = no business).

How good service is judged, I think, has a lot to do with who is judging it, which is also a large factor of culture and experience. Some people think that a very rude customer does not deserve good service; others believe that no matter how horrible or rude the customer, they are always right and should always be treated as such. Some people give good service because they know it's their job to do well; some people do it because they know it's the right thing to do (do unto others etc.). Some people put on the charm because they can derive advantage from it for their position (and then when behind closed doors, the profanities come out thick); some know that if they get caught out with bad service reports, they're on the unemployment line posthaste.

For whatever it is worth, Australian service to me is predisposed to be mainly informal compared to many cultures around the world. I agree there is an element of "fake" sometimes when you deal with people in the USA, especially when they expect to be tipped, but that doesn't speak of all such workers.

 

[harvyk]

If you think QF gives you bad service might I suggest you never fly in the US.

 

[MEL_Traveller]

If you think QF gives you bad service might I suggest you never fly in the US.

I have never had a US carrier's crew be rude, unhelpful, patronising, contradictory, or condescending. I've never had that on a European or Aisan carrier either. But I have on QF.

It's about consistency. QF crews are great when they're good. But too many times (and more than a couple of times is 'too many') they let themselves down.

 

[coles525]

Name the service:

Hotel = Ovolo Group.

Locations: Hong Kong, Melbourne & Sydney (partner hotel in Syd thus far?)

Service provided:

- Breakfast included in rate (not 5*, but good enough for many)

- For any drinkers: happy hour (2 hrs) every night unlimited drinks.

- small gym for those who like exercising.

- All rooms include a free help yourself minibar, refilled during housekeeping.

- Free laundry! Unlimited washes, including cleaners (ie: omo) and dryers.

- Even includes a welcome bag / laundry (or shopping!) bag and slippers.

- Fast wifi!

All enough for me to enjoy staying again.

 

[basso]

In an overall sense, i think we are fairly well served on the domestic levels by the airlines we have. I don't think we need Virgin to clone Qantas. As for hotels, the best thing is to find a chain you like and stick with it. Some chains brand standards suit some people. As for Melbourne, Westin seems to be the preferred hotel in my circles. On this board, Hitlon seems to be the one that has the emotional attachment - but I have seen some complain that the growing Doubletree brand is not up to Hilton standards. Well, der, it would be called a Hilton if it was - but the level at which the DT is aimed is actually the biggest growing market segment in hotels.....

 

[Dr Ralph]

I keep thinking Australia has lost its mojo in the service area from airlines to hotels, decreased service with increased price, but then I ask myself, did Australia actually have a mojo to lose to begin with?

You don't need to consider this further. IT NEVER HAD IT!

 

[Termite]

If you think QF gives you bad service might I suggest you never fly in the US.

Why would you imply my experience of flying excludes the USA? I have spent many hours crisscrossing the U.S. over the years. Aged crews, young crews and inbetween. I have only once in memory had poor service... It started at the gate and found its way to the luggage handlers at LAX. So, I'm sorry, but you can keep your suggestion. Thank you all the same.

 

[drron]

Australia certainly did have a service ethic.Different from other countries but genuine.Travelling with family in the 50s and early 60s staying at country hotels then with friends or mrsdrron staying at country hotels/motels has given me many pleasant memories.Standing out are a hotel in Glen Innes,motel in the Flinders ranges and others in Quilpie and Thargomindah.All very genuine service with an uniquely Aussie friendly style.
Still happens occasionally this century with a memorable stay in Coober Pedy coming to mind.

 

[flying_double]

I keep thinking Australia has lost its mojo in the service area from airlines to hotels, decreased service with increased price, but then I ask myself, did Australia actually have a mojo to lose to begin with?

Ok, Qantas was good in the 90's and even early to mid 2000's, but then it declined. Name a hotel that has stayed consistently good? Sofitel, I can't be bothered staying in one in Australia, might as well stay at its baby brother Novotel, the service per dollar ratio is significantly better. That's just one hotel, it seems to apply to all I stay at equally across the board.

i picked on Qantas, and with reason. Qantas has turned, but as the only legacy full cost carrier in Australia, what choice do we have for full service domestic travel unless Virgin manages to finally sever its LCC attachments.

How do Australian services improve? Qantas could adopt a management style similar to Air NZ or Cathay, hotels could look at an Asian style management, you know, the one where the customer is always first, and before anyone bangs on about lower wages and cost, take a 5 star hotel in Sydney and the same property in Shanghai, the property prices are similar, wages slightly lower, cost to produce slightly lower, room prices reflect this by generally being lower, yet the service is significantly better.

yep. Australia never really had a mojo to lose in my opinion

Why would you imply that the service I provide doesn't exist? I have spent my time providing service over the years. Aged customers, young customers and inbetween. I have only once in memory provided poor service... It started at the start and found its way to the end. So, I'm sorry, but you can keep your suggestion. Thank you all the same.

 

[basso]

Why would you imply that the service I provide doesn't exist? I have spent my time providing service over the years. Aged customers, young customers and inbetween. I have only once in memory provided poor service... It started at the start and found its way to the end. So, I'm sorry, but you can keep your suggestion. Thank you all the same.

My spidey senses tell me the OP is being cantankerous - perhaps recently didn't get his way. Probably had a rule book read to them.

 

[harvyk]

I have never had a US carrier's crew be rude, unhelpful, patronising, contradictory, or condescending. I've never had that on a European or Aisan carrier either. But I have on QF.

It's about consistency. QF crews are great when they're good. But too many times (and more than a couple of times is 'too many') they let themselves down.

Whilst US crews are getting better and were last week certainly above my own very low expectations, I have certainly experienced bad crews in the US.
I tend to find in the US, I only get "good" service if they think I will be a decent tipper, and I put "good" inside quotes as "good service" and "the attractive waitress flirting" can easily get mixed up.

I guess with QF, I know what to generally expect, and when. I have noticed that they are picking up their game, probably in response to VA's own aggressive tactics.
I have also noticed that there is service in Australia, genuine service, not flirting, and I can think of many times OS where I did not get good service.

 

[medhead]

Australia certainly did have a service ethic.Different from other countries but genuine.Travelling with family in the 50s and early 60s staying at country hotels then with friends or mrsdrron staying at country hotels/motels has given me many pleasant memories.Standing out are a hotel in Glen Innes,motel in the Flinders ranges and others in Quilpie and Thargomindah.All very genuine service with an uniquely Aussie friendly style.
Still happens occasionally this century with a memorable stay in Coober Pedy coming to mind.

Still happens in the country regularly IME. Numerous places in South Australia - Port Pirie, Blinman, Port Augusta, Arno Bay, Roxby, Arkaroola, Ceduna, Port Lincoln, Beyond there Tenterfield, Tamworth.
Key theme none of these were loyalty program hotels.

 

[farstar]

I think QANTAS service is good and the staff seem to care, if it is an act it doesn't really matter as it seems real. The other day I was in the Perth domestic business lounge and a someone sitting well away from the bar asked one of the ladies clearing the tables for a scotch and soda and without a beat she said no problem sir, she bought the drink very quickly. Though I must say I though the guy should have got up off his butt and got it himself.
In the US if someone says sir it seems wrong and condescending to me but I guess that is the way they do it and they are not be condescending.

 

[Foreigner]

OP obviously aggrieved at services experienced with QF.

 

[anat0l]

Why name the thread in a general sense and yet we zone in on QF?

Nothing wrong with having a discussion (even a critical one) about QF, but then the title should reflect this.

OK I admit the OP introduced two brands, one being QF and the other is Sofitel (a specific property, at that). Many further posts haven't helped much by developing the errant sub-thread without discussing the central one.

So either the OP is loathe to give more examples or explanations on their view of the central topic or really just has a grievance with those two companies.