Bell boys

My work bring me in contact with a lot of different people and situations. Most professional meetings are smooth and enjoyable. Countries like Thailand have a long tradition in receiving foreign tourists. Japan is so organised that, even though few foreign tourist visit this country, every step goes very smoothly.
China of course is a different story. As the country is experiencing a long lasting economic boom (but for how long) tourism is also developing very fast.
Most hotels are new or got a face-lift, new Chinese buses are touring the roads, different scenic spots have been accommodated for foreign tourists, ...
So everything looks perfect except that no service is offered, because the staff didn't get a proper training. Evolution goes so fast than anyone with some competence is allowed to work in the tourism business. So working with guides, who just do their job and want to make as much money as possible, is not as easy as it looks. Don't be surprised if you encounter bell boys in the hotels who only bring your luggage after you pay them the tip!

A few months ago I spoke with a manager of a new 5-star hotel in the Chinese capital. As I know the standard procedures for such a new hotel I was amazed to meet some front desk staff who didn't speak English at all. The manager explained me that they had to hire staff, as the hotel had to open just before the Olympic Games, and speaking English or any experience in hotellery was not needed. During the Olympic Games this is the hotel (Westin Beijing) where former American President George Bush stayed overnight.

Another example.
About a year ago I stayed in the Novotel in Beijing, which would be considered as a quite decent hotel with international management. As I got out of my room I heard the screaming of the fire alarm. I didn't notice any activity in the corridor and as I was on my way out I decided to drop by the reception to tell them about the noise.
So I started to explain in my best Asian English to one of the receptionists that there might be a fire alarm ringing near my room. She looked at me in a puzzled way and asked me in I wanted to check-out. My next trick was to imitate the sound of the fire alarm. The girl facing me could not help to laugh and look even more confused. So in my final attempt to explain what was wrong I try to speak in Chinese. I said "Fire near room". Now she looked even more astounded and asked one of her co-workers to help. So I started to explain again, but to no use, I still didn't want to check-out or pay for the minibar. I was thinking of leaving the counter and let the hotel burn down to the ground when a Chinese customer next to me helped. He clearly had understood what all my babbling and waving was about. When the receptionists finally grasped the meaning of it all the immediately asked for my room number and were very busy communicating on their interphone.
So I finally got out to go get my well earned coffee, thinking that maybe I saved this hotel from the flames. Can you imagine a real fire would have ignited?

The most problems I encounter is not with guides or receptionists but is with lazy bell boys. The only work these guys have to fulfill is bring the luggage of the clients as quick as possible to the rooms. Now this would happen in an ideal world but not in China.
Like I said before sometimes these bell boys ask for their tip before working and if it's not enough, according to them, the will work very slowly.
In a hotel in Xi'an I got so angry with the working speed of these porters, that I loaded all the luggage of my clients on the chariots of the hotel, took the service elevator and started to deliver it by myself room by room. After this incident I demanded, still red-faced by fury, to speak to the duty manager. She had to hear all about and was stunned by my allegations. She assured me it would never happen again. So I calmed went to my room and enjoyed my dinner later on. Next day a beautiful picture book was positioned in my room with a sorry note next to it.

The worst encounter I had in China with the porters was in Shanghai. This hotel, which I will not name but which is very very badly managed and is property of the Novotel group, has one or two bell boys working in a suit. Being a bell boy and wearing a suit has some disadvantages especially when carrying luggage. So their work is a bit slow. These worst thing is that these porters only work form 8 am until 8 pm. So next morning when we want to leave the hotel to go to the airport no porters are available!? First time I didn't know this fact so I ordered at the reception that the porters should pick up the luggage at 7.30 Am so we could leave on time to go to the airport. Fine they said and wrote down my request. My surprise was great when, next morning, at 8 AM still no luggage were brought down in the lobby and I asked reception when it would happen. So I got the answer that I could do it myself as the bell boys, who were already there, were only starting work at 8 AM. Unbelievable.