Security with a Touch of Service Excellence

Post date: Jan 17, 2010 3:57:41 PM

(Originally published in September 2007)

During the months of June and July 2007, security was in high alert in Asian countries such as Thailand and Indonesia. There have been travel warnings from US and Australia on possible terrorist attacks. In Thailand, there were political uncertainty and bombings in Bangkok and the southern areas since the overthrow of the Thaksin government.

Given this background, hotels and public infrastructures in Bangkok are doing their best to ensure the safety of its citizens and foreign visitors. Vehicle scanning, gun slinging guards are common sights around the city. Non-security service staff also seemed to be trained to be extra observant in spotting anything out of the ordinary.

All these security measures can either make one feel safe, or feel the tension and sense of unease in the city. Fortunately for Bangkok, security staff and service personnel carry out their duties diligently but courteously, and often with a friendly smile but remain in full alert.

One foreign traveler recalled a most memorable experience while taking the Bangkok subway recently. She had some alcohol just before taking the subway, and started to feel dizzy with nausea while in the moving train. Upon arrival at her destination, she was on the verge of vomiting. She held a small plastic bag close to her mouth as she stepped out of the train with the rest of the passengers, but with no obvious sign of fainting or staggering. Yet, within seconds from walking out of the train onto the platform, a train station staff came rushing over and asked if she needed any help. The staff then escorted her upstairs as he radioed his colleagues on the upper level to open-up the emergency toilet. After cleaning up and a short rest in the toilet, the foreign traveler emerged physically well, and mentally assured of her safety in Bangkok.

This is security alertness and service excellence at its best. Even under high security surveillance, foreign travelers can feel that they are being looked after without being watched over.