HSB
Microsoft is in every software engineers
dream, Intel is in every Hardware engineers dream. Even DTM is in every
Toastmaster’s dream. HSB is in every hotel servers and food lover’s dream. Good
evening toast master of the day fellow toastmasters and distinguished guests.
HSB stands for Hotel Saravana Bhavan.
It was established in the year 1981 after a
lot of hard work. What was gaga about HSB compared to the other hotels in the
city. After started eating at saravana bhavan, I had become an ardent fan of
this hotel chain. Daily 1/3rd of my food constitutes of HSB Tiffin
sambhar alone. I had tasted almost all the menu items. Believe it or not some
branches of these hotel chain are running 24X7. You can also see the HSB mini
buses in the city for picking and dropping employees. Did you ever see another
hotel vehicle picking up their employees? No you can’t see it because this
hotel chain is growing like anything.
One day when my friend and I enter the HSB
at vadapalani. One elder man, who waited for the bill to be paid, pointed me
and then pointed the bill book. I didn’t understand and stood still, and then
he stared at me and said. (Gestures
twice)
“oh! If you are neatly dressed means, you
won’t help in paying the bill? Now the servers are too arrogant in HSB”.(loud)
I was petrified by this comment and said
“Sir! I am a person like you, who came here
for eating.” Then he understood the misinterpretation and quickly said
“Sorry sir! As your attire is similar to
that of servers, I got confused”.(mild)
One day my friend and I enquired the
manager about the cooking process in the hotel.
He said “Sir we will change the OIL every 3
hours, one person will clean the stoves and cooking area every 2 hours. We will
only procure food items of high quality. Also we were allowed to spend the
money if urgently needed without the permission of the higher official”.
One day after paying the bill the server
bring the remaining change, as my mood was bad I took the entire change without
giving tips . Suddenly the server said
“Sir! Why you are leaving the bill alone.
Please take this also sir”
After hearing this I got stunned and angry.
One day I met a server at HSB in Santhi
theatre. I was amazed to see his leadership skills. He always serves the food
with the smiling face. When I order for 2 masala chapattis and the order taker
mistakenly marked it for one. When the server came to my table with one chapatti.
As I was very hungry, I got angry and asked him
“Where is the other one man? I order 2
masala chapattis!”(shout)
He immediately smiled and replied to me
“Sir No problem sir within couple of minutes I will deliver you sir”(mild)
After hearing his reply, my mood got
entirely changed and I was totally astonished to see the leadership skills of
this server. Even though the problem was done by the order taker, he
judiciously handled the situation. In the corporate world if the customer
lodged any complaints, immediately the blame game will be triggered. Isn’t? After this incident whenever I enter this
branch I closely watch this server and had become a big fan of him.
In HSB all the employees are insured and
hierarchies are strictly followed. If any employee is performing well, he will
be awarded onsite opportunities. i.e. To work in any of their franchises in
abroad or granted to participate in the international exhibition. Sound similar
to the IT industry, isn’t?. Wow! What a great place to work?
Even though the price of the food in the
hotel chain is frequently increased, people never stopped going to this hotel.
If you got the chance of seeing the kitchen
of HSB, you can see a lot of placards fixed to the wall. The placards will contain
the details about the precise quantity of food that has to be served. For e.g.:
if you opt for normal meal, the quantity of rice should be 400gm, if you go for
normal dosa, the weight should be 150 gm. The taste of each item will be same
across all its branches. Advanced CMMI Level quality isn’t?
I have learned many lessons after started to having food at HSB
1)
“Don’t ever go to the hotels
with the similar attire of the server”, because you will be mistaken for
server.
2) Always try to give some minimum tips to
the server if you are a regular visitor. So behave like a roma when you are in
Rome.
3) If you are giving the highest quality to
your customer and even though if you increase the service cost, the customers
will flock you. For aspiring entrepreneurs never ever compromise on quality.
4) As Robin Sharma says “We can always lead
without a Title” No need for money/designation, we can always lead ourselves in
each and every situation.
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