July 5, 2009
The Manager
Pacific Cebu Resort
Cordova, Lapu-Lapu City 6015
Dear Sir/Ma’am:
I would like to file a complaint against your Supervisor, Mr. Arnold Maspara.
This is in regard to the unethical conversation I had with your restaurant supervisor yesterday around 6:30 pm when I asked for a glass of “tap water” to quench my thirst after I rendered my service to one of your clients having a 2-day beach event in your resort.
Allow me to introduce myself to you. My name is Al-Joffri Bacolod. I work as an Executive in a multi-national European company and a sole proprietor of AXEL Audio Excellence as well.
I was really offended when I was turned down just for a glass of tap water. I can always buy bottled water since he gave me the impression, clearly implying, that water is not at all free in your restaurant. But a little consideration won’t cripple your business income. Very drained and exhausted I must say, since I just had all my heavy sound equipments and band instruments transferred in your Cordova office in preparation for the 2nd day of event. Still I insisted to have the glass of water with a soft-spoken voice (“nang-hangyo”) because I was given a “tap water” prior to the refusal, around 2:00 pm I think. When I told him, “gi-hatagan man lagi ko ganina ug tap water? Ok ra man lagi?” He gave a sarcastic answer in verbatim, “Well, you’re a lucky guy!” I was awed when I heard his reply! But then again, I continued to say, “Hangyo lang ko sir for a glass of water ‘cause I’m really thirsty now. Naa man mi event dinha sa _________.” He answered me with an egotistical voice saying: “Yeah! I KNOW!”
Never had I experienced an exemplary behavior from your “customer-oriented” Supervisor! So to speak! I have a sister who happens to work at Plantation Bay, and some relatives and friends who work in Burj Al Arab in Dubai. They treat every customer, whether a Filipino or a foreigner, with equality and utmost respect. It doesn’t even matter what hotel and resort you’re working at, but I believe it is how you treat your customers so they may have a happy memorable experience in your establishment. Respect begets respect. I can only hope it won’t happen to your other clients.
Sincerely,
Al-Joffri Bacolod
========================================================================
I know some people who had experienced the same treatment from resort employees (not all of them behaved SHAMEFULLY though ). I am deeply saddened that they treat their Korean and Japanese guests better than Filipinos. Their customer service to FELLOW FILIPINOS is EXEMPLARY in RUBBISHNESS, absolutely the opposite of what we were expecting since WE, the CLIENTS are patronizing a resort that is staffed by FILIPINOS.
One colleague was able to observe that they treat foreigners better, so to get treated nicely (since they do not speak Korean or Nihongo) nag-Tagalog sila, at ayun, ang tatamis ng mga ngiti na mga taong naghila sa kayak, they showed off "Customer Service" because nananagalog ang mga "panauhin". What a TOTAL BULL!
