Some years ago, my company conducted a study on the quality of guest service in high-
level hotels, including restaurants. The result was worrisome. The results showed that
the level of guest service in Peru was well below what was happening in other countries
in the region. The command of English was poor, wake-up calls either not made or
scheduled for the wrong time, food sent to the wrong rooms, delays in responding to a
guest´s call, lack of effective communication channels for the guest to present claims,
absence of managers, excessive abuse of the air conditioning systems, and the list goes
on. A distinguished English guest told me by that time: “... in Peru, they are very good at
decorating the plate and turning the beds, but the level of guest service is very poor ...”
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