Failing at the basics of courtesy is the issue that marred a cocktail reception held at Mövenpick Nairobi a few weeks, where the conduct of the catering lead( a middle aged female )in charge of waiters shocked many guests and overshadowed the evening.
The staff member, who was responsible for supervising the waiters and service, was repeatedly described as snobbish, rude, curt, and abrasive. Several attendees reported that she went as far as shouting at them and, at times, even spitting in their faces while speaking when they approached the bar for extra drinks due to slow service at this particular cocktail.
The situation escalated into what guests termed outright harassment when they were forced to bribe her with “something small” just to be served drinks at the bar.She directly solicited handouts from guests in exchange for drinks, taking advantage of the large crowd and growing demand and slow service. Such behavior is not only unprofessional but wholly unacceptable in a hospitality setting.Many felt disgruntled as the organizers had already paid for the drinks at the cocktail and now they had to pay again out of pocket.
This misconduct not only embarrassed the attendees but also tarnished the hotel’s reputation as a premier events venue. Some guests vowed never to recommend Mövenpick Nairobi for future functions due to this behavior. Many confirmed they would avoid the hotel entirely, citing a lack of professionalism and accountability, all fueled by greed after having to pay out of pocket while the event organizers had already paid for the cocktail drinks.
Hospitality in any hotel is only as strong as its weakest link. A single staff member’s misconducts’ which in this case is the catering lead in charge of waiters at the spectrum management cocktail held a few weeks ago reflects on the entire establishment. Failing at the basics of courtesy is a serious reputational risk.
In the end, while the Conference achieved its technical objectives, the cocktail reception left many guests with a lasting impression—not of the event itself, but of Mövenpick Nairobi’s failure to uphold the standards of respect and basic courtesy expected of its staff due to greed.
