We would hereby like to propose the Kolkata Oberoi Grand as a Harvard Business School Case Study in Customer Service Best Practice.
The Oberoi is a superb experience from ambience and comfort point of view anyway, and needs only a modest level of service to make for the perfect getaway and a welcome retreat from the mayhem of Kolkata. But our experience has been that it is the service that has made this week so incredibly memorable.
The attention to detail has been surprising, nothing forgotten and every whim catered for. The follow-up on requests and desires has been religious and most importantly the time taken to chat with and make us welcome - amid a very busy and demanding workload - has been quite remarkable.
On many an occasion, restaurant orders were given regular updates on progress, "sir your meal is a little late but will be here wihtin two-three minutes" was a regular example, and never actually prompted or solicited.
The information too, advice, tips and recommendations have been quite informative and have added tremedous value to our stay. The care put into even the smallest of elements - for instance the presentation of laundry pictured above. The consierge service in particular was excellent and no effort spared in ensuring superb experiences, and characteristically again always followed-up with progress reports. In particular the chef always made sure he came out to provide context and background to the traditional Bengali dishes served and the cocktail waitress going to special overnight efforts to prepare Martinis she thought would suit our tastes.
I really cannot say enough complimentary things about this experience. Anyone staying in Kolkata should certainly consider the extra expense of a stay with the Uber-Roi; but it is even worth adding Kolkata to a tour of the sub-continent purely to enjoy this quite splendid legacy of a by-gone age to revive such a culture.
Harvard - put it on the to-do list. Thank you to all who work at the Oberoi Grand.