by Yong Soo Heong
Ever since I had the privilege of staying at the Imperial Hotel in Tokyo more than once during the hustle and bustle of our country’s “Look East Policy”, I have always held that fascinating hotel in Chiyoda-ku in awe for its class, impeccable service and luxurious facilities.
The Imperial Hotel’s establishment dates back to 1890 when the Japanese aristocracy requested a hotel to be built to accommodate the growing number of Western visitors to Japan towards the end of the 19th century. Hence, the Imperial Hotel was built near the Imperial Palace and has since been known for its luxury and first-class hospitality.
Recently, a local hotel establishment impressed me with its high service quality. No, it wasn’t located on the island side of Penang, long known for its almost endless collection of top city and beach hotels.
To be exact, it’s in Butterworth. It’s also a home-grown hotel with no fancy international hotel management affiliations. In other words, it has done things on its own, especially instilling in its staff that top service quality comes first through constant training.
Although it wasn’t an apple-to-apple comparison although I had invoked the name of Imperial Hotel, it’s just that I’m still reeling with satisfaction to be on the receiving end of good service.
My story starts with my struggle to manage my luggage and balance a collection of pressed shirts and trousers for the night’s official dinner as I got out of my car. Upon seeing my predicament, the doorman spotted me from afar and ran swiftly towards me to relieve me of my burden. That’s service!
That incident held my attention for some time. I racked my brains to search for an answer as to where I had experienced such service in the last 15 years or so locally. The last time I experienced such attentive service was at the since-closed-down Hotel Royal in Jalan Larut on the other side of Penang.
Often, I’d be greeted by a sullen-looking local doorman who wished he had been at home playing with his grandkids! (Trust me, the foreign ones are a different cup of tea).
Then came the reception. The receptionist who attended to me was cool as a cucumber. She knew what to do. She politely informed me that my room wasn’t ready yet and that she would personally come to let me know when it was made up, while I waited in one of the comfortable lounge chairs nearby. And that she did although I was hidden round the corner!
The room that I was assigned was adequately appointed and the wi-fi was working efficiently. The bathroom and other accompaniments all ticked in the box.
Later that night, I was pleasantly surprised by both the service and array of delicious treats on the table. Then I had this cheeky thought to myself: “Surely a hotel that had its origins as a curry restaurant in Butterworth would have high standards in terms of F&B or else the hotel staff might be shipped off to work in its sweaty curry restaurants!”
Breakfast time the next morning was another delight. While not exactly like the fare at the Imperial Hotel in Tokyo, it was good enough to fuel one’s tummy, especially its yummy roti canai, roti telur and vadai. Of course, there were other goodies but I can only take small portions these days as opposed to repeated helpings of Western and Oriental fare during the days of old! (My current physique bears testimony to my healthy appetite then).
For coffee and tea, there was someone specially assigned to the task lest we put a spanner in the works by “mistreating” the vending machine.
Bringing the luggage to the car was another breeze, perhaps from the same doorman. My fault again for forgetting this friendly Bangladeshi whose name started with an S.
Was everything ok? Well, not really as I didn’t sleep too well. It was because of me as I couldn’t find the switch for the somewhat blinding haloed light behind the large TV screen. I only discovered where the button was only the next morning but it was already too late. Age is catching up, I’m afraid.
Still, it was a pleasant stay or else I won’t be penning this! As the morning sun melted away the shadows of the night, I saw The Light in good light in Butterworth. I realised that true hospitality, like light itself, is felt most when least expected.
(Do you have a hotel experience to share? Contact us anytime).