My stay at the Sheraton Fallsview in Niagara Falls was memorable for many positive reasons, but unfortunately, the front desk reception service was a major disappointment.
I want to be clear that most of the staff I encountered throughout the hotel were warm, welcoming, and professional. The valet team was friendly as soon as I arrived. The buffet staff provided exceptional service, especially Carly, Edna, and another server whose name I unfortunately forgot. Jack, the concierge, was friendly, knowledgeable, and extremely helpful in helping me navigate the city. The staff at the gift shop and Circle K were also kind, helpful, and pleasant. I needed another charging cord for my iPhone, and the gentleman at Circle K took the time to help me select one that was good quality and would work properly. The gift shop staff were friendly, helpful, and even funny. These employees truly represented hospitality.
Then there was the front desk.
The reception staff did not reflect the same level of warmth or professionalism as the rest of the hotel. I wanted to make a reservation at Massimo’s, thinking it would be a nice way to end a great day. I first tried calling from my cell phone, but had trouble connecting. Then I tried using the phone in my room, but the call rang and disconnected. I then called the front desk for assistance.
A staff member named Shawnee answered. Since this was my first time in Niagara Falls, I mistakenly referred to the Brock restaurant because I did not realize Brock was the name of the hotel and not the steakhouse. Instead of politely clarifying, Shawnee rudely corrected me. I then asked to be transferred to Massimo’s. She transferred the call, but it eventually rang back to her. Before I realized I was speaking to her again, I began asking about a reservation. Her response was, “You are just gonna have to call back because the call came back to me. They busy.”
That response was rude, dismissive, and completely unprofessional.
I was so taken aback that I got dressed and went down to the front desk because I wanted to see who had spoken to me that way. The registration staff went to the back to get Shawnee. She came out frowning, with an unfriendly posture and attitude, and simply said, “Yes?” At that point, I said, “I just wanted to see,” and walked away. I had already seen enough.
Fortunately, I chose not to let that interaction ruin my day. Carly and the buffet staff later helped celebrate my birthday and even got some coworkers to sing “Happy Birthday,” which was incredibly thoughtful and appreciated.
The unfortunate part is that many guests may base their impression of the hotel on the front desk staff, since they are often the first point of contact. That is a shame, because the rest of the Sheraton Fallsview staff delivered excellent hospitality. The support staff deserve recognition and praise. However, the front desk service needs serious improvement. Hospitality begins at reception, and in this case, that part of the experience fell far below expectations.
A couple of days later I went to The Brock Hotel to ask about the Prime Steakhouse. The reception staff was the polar opposite of the Sheraton’s staff. The staff immediately acknowledged me with smiles. They were welcoming and eager to help. They were patient in providing information about the restaurant and directions - an excellent example of customer service.
