Staff at the front desk are the gate keepers to the guest experience. Grumpy faces, terse replies bordering on the arrogant, are all reflective of bad attitude which sets the tone for the guest
experience. Front desk staff should be trained to greet guests with a smile and make the guest feel at home. Unfortunately most of the front desk staff at Holiday Inn Express Kowloon East, clearly have extremely low service levels which is certainly not acceptable in the hospitality business.
Hence would strongly recommend to those responsible to ensure that the front desk staff get their act together and ensure that its not just the tangible but the intangible aspects of the guest experience as indicated above, be seriously improved. [Less]