Luxury Prices, Mediocre Service

Where Has Our True Hospitality and Quality Service Mentality Disappeared?

No matter where I go—whether it’s high tea in the lobby of a five-star hotel, an elegant dinner at a fine-dining restaurant, or a quick lunch at a prestigious venue in the city center—I am consistently faced with the same disappointing reality.

Prices rival those of Europe’s most luxurious restaurants, presentations are visually appealing, and the décor is stylish and grand. Yet, when it comes to service and hospitality, the lack of professionalism is immediately evident.

(I will refrain from delving into the topic of “flavorless food” here, as that warrants an entirely separate discussion.)

From incorrect service sequencing and disengaged staff to employees who barely make eye contact when taking an order—only to disappear completely until the bill is due—or plates that are whisked away at lightning speed before the last bite is even swallowed, the underlying issue is clear: a glaring deficiency in service training.

It seems the tourism and hospitality industry has reduced the concept of quality service to nothing more than a marketing tagline. As someone who has both studied this field extensively and continues to work alongside top-tier global brands, I understand true service and hospitality at their core.

For quite some time, I have observed a noticeable decline in service quality across establishments in Istanbul—despite them charging prices comparable to Europe’s finest venues. This is not a mere coincidence; it is a systemic issue.

So, where has the understanding of genuine, high-quality service gone?

The Root of the Problem: Lack of Service Training

The fundamental issue stems from a lack of proper service training, ignorance of essential service protocols, and, perhaps most concerning, a lack of genuine regard for the guest experience.

Rather than simply identifying the problem, let’s focus on solutions. How can we restore exceptional service standards? Here are some key training areas that must be addressed:

The Fundamentals of Exceptional Service

Hospitality is not just about providing a hotel room or serving a meal. It is about creating an experience—making guests feel valued and special. Unfortunately, many hotels and restaurants have lost sight of this core principle.

1. First Impressions: The Art of Welcoming a Guest

A guest should experience the following within the first five seconds of arrival:

•A genuine smile and direct eye contact

•Immediate engagement—offering to take luggage or outerwear

•A sense of being acknowledged and valued from the moment they step in

Common Mistakes: A cold, indifferent welcome; staff chatting amongst themselves while ignoring guests; lack of acknowledgment upon arrival.

2. Proper Guest Interaction

A hospitality professional is not just an employee performing a task—they are a host, shaping the guest experience.

•Communication should be polite yet engaging—neither excessively formal nor overly familiar.

•Addressing guests by name (where possible) adds a personal touch.

•Avoid negative phrasing—replace “No problem” with “My pleasure”.

Common Mistakes: Robotic, overly scripted interactions, or conversely, disinterested and careless service.

3. Service Timing & Attention to Detail

Service should be efficient yet unhurried, attentive yet unobtrusive.

•In restaurants, plates should be cleared only once all guests have finished their meals, and always with prior confirmation.

•Ladies should be served before gentlemen—a detail often overlooked.

•Glassware and cutlery should never be handled with bare hands; this is a fundamental hygiene and presentation rule.

•Service should follow the correct protocol: Food is served from the left, removed from the left.

•Guests should be informed of expected wait times for dishes.

Common Mistakes: Rushed plate removal, guests left unattended, servers lacking awareness of service flow.

4. Staff Appearance & Professional Conduct

A service professional’s appearance and demeanor directly reflect the establishment’s standards.

•Uniforms must be clean, well-fitted, and aligned with the brand’s identity.

•Personal hygiene must be non-negotiable.

Common Mistakes: Wrinkled uniforms, overpowering fragrances, excessive jewelry, loud staff conversations, poor posture and body language.

5. The Biggest Offender: Mobile Phone Usage

Nothing undermines professionalism more than a staff member using their phone while on duty. It sends a clear message to the guest:

“Something else is more important to me than serving you.”

Unless it is strictly work-related, phone use should be absolutely prohibited during service.

Common Mistakes: Texting on the job, servers checking their phones mid-order, bartenders scrolling through social media behind the counter.

6. Handling Complaints with Grace

No establishment is flawless, but the way a complaint is managed determines whether a guest will return.

•Listen patiently and attentively—never interrupt.

•Take complaints seriously, without dismissing concerns.

•Offer a genuine apology and a practical solution.

Common Mistakes: Ignoring complaints, downplaying guest concerns, shifting blame onto other staff members.

Solution: Continuous Training Is Essential

The only way to rectify these issues is through consistent and structured training programs.

Who Needs Training & How Often?

Training Module Target Audience Frequency

Guest Reception & Communication Front Desk, Servers, Housekeeping Every 6 months

Service Techniques & Etiquette Restaurant & Hotel Staff Every 3 months

Professional Appearance & Hygiene All Employees Every 3 months

Mobile Phone Policy & Work Focus All Employees Ongoing

Complaint Management Service Staff & Operations Managers Every 3 months

Industry-Specific Foreign Language All Employees 1-2 times per year

Training should not be a one-time event but an ongoing process that evolves with industry standards.

A Message to Business Owners & Managers

1.Invest in training. A well-trained employee delivers superior service, enhances guest satisfaction, and elevates your brand.

2.Value your employees. A motivated, respected team will create exceptional guest experiences.

3.Never forget the golden rule of hospitality: Guests remember how they felt, not just the food or the décor. If a guest pays a premium and receives poor service, they will not return.

4.Experience your own establishment as a guest. Would you be satisfied if you walked in anonymously? If the answer is no, then it’s time to reassess your service approach.

5.Don’t just invest in aesthetics—invest in people. The most luxurious hotel or restaurant is nothing without warm, attentive, and professional service.

Conclusion: We Must Reclaim True Hospitality & Service Standards

The hospitality industry is at a critical crossroads. While we continue to charge luxury prices, service standards are deteriorating—and guests are taking notice.

This is not just an issue for individual establishments; it is an industry-wide crisis.

If we fail to elevate service standards, we will not only lose guests but also damage the long-term prestige of our brands.

The solution is clear: prioritize staff training, enforce service excellence, and revive the essence of true hospitality.

Let’s bring back the art of genuine, world-class service—before it’s too late.

 

The hospitality industry is at a critical turning point. We charge luxury prices, yet our service quality is declining—and guests are taking notice. If we fail to elevate our service standards, we risk losing not only our guests but also the prestige of our brands.

This is exactly where NY&Co Academy comes in. We offer comprehensive training programs designed to enhance service excellence in hotels and restaurants. From professional hospitality and service techniques to complaint management and industry-specific language training, our expert team is here to elevate your business to the highest standards.

For more information and tailored training solutions, visit our website.