Small Things Matter Much In Hospitality

The winds of work have taken me to many countries around the world. As a photojournalist, I have worked in Greenland, Europe, Asia, Russia, and the Pacific region. I have had the opportunity to meet the people of many countries and be a witness to their domestic and cultural events, which opened up an impressive mosaic of traditions reflecting the peculiarities of each nation. Whether it is for work, culture, or other purposes, intuitive curiosity prevails and attracts, making you understand that what you see today may not be seen tomorrow. Ancient architecture has a special atmosphere, and the same can be said about the people who stay and live in its surroundings. You are surprised by genuine kindness when meeting in public places, on the street, in hotels, and in shops. 

Sometimes in five-star hotels, especially in Europe, the service is so annoyingly punctual, both in terms of time and because of the arrogance of the staff, which creates a repulsive picture. Well, for example, if you miss the check-out time by half an hour, then be prepared to pay a fine of 50 per cent of the 24-hour stay. On the contrary, in a simple, cozy hotel, the stressful atmosphere is not felt. In any situation, employees will try to adapt to the client's wishes and find a suitable option. Climatic conditions, cultural characteristics, and belonging to different religions leave a certain impression on hotel service and hospitality.

 About Nepal

It is the tourist off-season in Nepal now. The streets of Thamel, once crowded with tourists when the air in the centre of the city vibrated with the sound of world languages, have now fallen silent. The usual commotion in public catering facilities and hotels has subsided. Wherever you go, when asked, how about business? The answer is the same: off-season, there are no tourists.

However, seeing a small group of tourists in the city centre, I wondered, where have they settled? I couldn't understand how this is possible after hearing negative answers every day, and, on the contrary, there are hotels where the influx of guests occurs throughout the year. Overwhelmed by curiosity, I looked into a side street and saw a hotel named Yambu. To the same question, what about business? The hotel's owner, Rajendra Bhatta, smiled and replied, never zero. Along with his answer, my curiosity grew even more. So, I decided to stay longer in the hotel premises.

The interior of the hotel's foyer created a scene of simplicity, discreetly kept in a classical combination with Newar style and complemented by colourful wall decorations of Buddha elements. Overall, there was a cozy and soothing atmosphere, further enhanced by the smile of the hotel staff. I asked Rajendra, do you have any tricks of the trade that you don't reveal to your competitors? And his fifteen-year story began.

Yes, maybe it could be, but it all depends on you. You have to have passion and love doing your job, but the most important thing is education, he added with pride about his degree from Cambridge. I understand that this guy is no longer a beginner. Rajendra suddenly apologised as he was forced to interrupt our conversation when he saw a new group of tourists arriving. It was nice to see how he personally pays attention to each guest. With this small attention alone, the hotel gains trust. The gesture indicates a high professional level. But let it not be. As it often happens when everything is prepared, I decided to be businesslike and started conversations with some tourists who stay more than three days at Yambu hotel.

 Here is how Daniel from Sweden shared his impressions: This is my fourth time visiting Nepal, and I always choose Hotel Yambu. If it's already the fourth time, then what is it that tempts you here? … "Lovely atmosphere, friendly team, interior, food... it's hard for me to find the right words," Daniel said. Sometimes it happens when emotions take over and words fail. Nearby, at the next table, sat a friendly young couple who had been in Nepal for two days. A guy named Armando from Ireland and his newly married wife from Vietnam. I didn't want to intrude on their private field; I just asked about the chosen destination of the trip. Both said that they wanted to spend their honeymoon travelling through Nepal. "We want to go to Pokhara as well. All kinds of activities are offered there: in the air, on water, and on land. After the trip, I promised to return to this very hotel," Armando added. What do you like about Nepal and this particular hotel? "We are here for the first time, and we are getting impressions little by little," said the newlywed from Vietnam. 

I continued my journey and turned to one of the well-maintained and well-lit side streets near Jyatha, where the majestic Holy Himalaya Hotel displays its architecture, gaining special popularity in foreign circles. Already at the entrance, I received the first smiles, and after exchanging a few words, I was invited inside to have a refreshing drink. The soft leather-covered armchairs and sofas enticed me to stay in the foyer for a while. Profiled dark wood finishes all around created a particularly romantic atmosphere. Just behind the wall, a spacious dining room provides seating for thirty guests at a time. The range of food is really rich: hot dishes, various snacks, salads, and more. The aroma created by the bakery just invites you to sit down at the table. Rich in vitamins, we also offer fresh fruits and drinks. If one tray is not enough, you can continue self-service again and again.

Why such a rich breakfast, I later asked the hotel manager, Jyoti Adhikari. "Most tourists go on hikes lasting two or more days. The idea is to feed them a calorie-rich meal that contains protein, minerals, and other vitamins the body needs," said Adhikari. How do you build prestige for your hotel? I continued. "We don't build it; our guests do. We don't hurt our guests with intrusive advertisements; we let them choose their own days and itineraries. We lend a helping hand whenever needed. I have my own travel agents who offer their services right here on the hotel premises," Jyoti added.

Do you complain about the influx of tourists during the offseason? "Yes, we have sharp seasonal differences; however, during the active season, we cannot complain about the number of guests; often the hotel is overcrowded," he added. Looking through the interior of the hotel, I got a pleasant impression. The bright walls of the hotel on all floors show art paintings and photographs that make you stop for a moment and get acquainted with Nepal's culture and its contrasting nature. In the true sense of the word, the Holy Himalaya Hotel is like a stress-free oasis. For a short while, I also visited those hotels whose owners complained that there were no tourists. 

Imagine yourself arriving at a reserved hotel where no waiter greets you at the entrance; instead, a motorcycle obstructs the foyer. Maybe the owner thinks that it is like a decorative part of the interior. Anyway, I pretended not to see this decoration; somehow, I got past it and sat down at the table. I ordered a cup of coffee. A waiter soon came and kindly handed over a cup of coffee. I looked at the cup in confusion. The newly coloured liquid was more reminiscent of tea, the price of which was Rs. 70. Is it supposed to be coffee? I asked. Should I make a stronger one—a double? I thought it was a cheap trick to fool the customer. Taken aback by such audacity, I settled the bill without even sipping from the cup and swiftly departed the cafe. 

I tried to look for the moral side of the answer. How big should the responsibility be, and where is the limit when the investment should be compared not as a contribution but as stinginess? How much can you save at the customer's expense to benefit yourself? It is neither the first nor the last scene with the mentioned hotel. Such a scenario is encountered in many hospitality-related establishments. For those who focus on business only as a source of income and ignore simple moral norms, work always becomes a burden. It should be taken very seriously. Tourists perceive things around them much more sensitively. They often notice things that we don't pay attention to on a daily basis. When working in an environment that creates direct contact with guests, service personnel must be specially educated.

(Persijs, a press photographer from Finland, is studying culture and costumes of Nepal.)