This is the third of a regular series of blogs written to shine some light into some of the dark corners where both poor and good service is hindering or helping the customer and thereby damaging or improving the performance of the organisation. Much will be founded on the basis of personal experience and it would be good to uncover whether these observations are widely shared. So if they strike a chord with you please let us know.

In developing a list of things for which Nepal is famous, world class service excellence would probably not make it on to the list of many compilers. The Himalayas, Ghurkhas and Buddhism are likely subjects and while the Nepalese are known for being a welcoming, friendly and hospitable people (unless you happen to be the adversary of a Ghurkha!) the idea of finding, in an economically poor country, service that is not only outstanding but leading edge is a surprise.

So Tiger Mountain Lodge comes as a real surprise. Just half an hour's drive from Pokhara in western Nepal, situated on a spectacular hilltop ridge a thousand feet (305m) above the Pokhara Valley, it has panoramic mountain views of Machhapuchhare, and three of the world's 8,000m (> 26,000ft) Himalayan peaks, Dhaulagiri, Annapurna and Manaslu. It is especially surprising when compared with Pokhara’s legendary Fishtail Lodge which somehow made it into the book “One Thousand Places to See Before You Die” yet which delivers a level of disappointment that is inversely proportional to the degree of expectation its hyperbole creates. Perhaps a re-write might be upgraded to 1001 places and include Tiger Mountain Lodge.

The Tiger Mountain Experience starts at Pokhara Airport a small low-tech establishment with some fine examples of medieval toilet plumbing which generate an associated atmosphere that could corrode chrome plated stainless steel in nanoseconds. However once outside visitors are met by a kind, welcoming man with an aged Land Rover whose key tasks are to ensure his guests are comfortably seated while he proficiently takes full control of carefully loading the luggage. Compared to the baksheesh driven feeding frenzy of Kathmandu this is a truly calming start. When he sets off he explains the length of the journey and drives in a way that is considerate both to the venerable suspension of the vehicle and to the lumbar regions of the passenger’s spines. The roads of Pokhara are unlikely ever to attract the organisers of Formula 1 but for those who may be interested in studying the size and shape varieties of pot holes it may hold some fascination. The 25-30 minute transfer leaves Pokhara and winds steadily upwards into the foothills on to Tiger Mountain Resort.

When leaving the vehicle the serenity is sublime. The resort comprises a large Main Lodge surrounded by individual lodges sensitively set into the hillside, nestling among the gardens and trees and all with breathtaking views set against the awe inspiring backdrop of the Himalayas.

Check-in is not the usual queue followed by the completion of a form and the obligatory credit card swipe but consists of a welcoming invitation to sit on the terrace, enjoy some refreshment after the journey and to admire the stunning views of the majestic Annapurnas.

Formalities are casual and unobtrusive and when guests have finished their refreshment in a time of their choosing, they are escorted down the little pathways to their lodges where their luggage has, of course, already been delivered and after being introduced to the lodge facilities further offers of refreshment and information are made. The final piece of information is an option to be awakened at 0600 hrs the following morning! Why? If the weather is clear guests are advised that sun rise over the Annapurnas is spectacular and it is politely suggested that it is one of those things that is better to experience for yourself rather than to hear about it from others over breakfast.

And it is worth the effort. The wake up is made by a subtle knock on the door and the tray of fresh tea and coffee placed on the balcony is most welcome. One of the staff is on hand to explain the emerging peaks as they are rinsed in the rose wash of light from the rising sun and it is, as they promised, truly spectacular.

The individual lodges are hand-cut stone bungalows, blending into their surroundings for total privacy. Sited to maximise the breathtaking views and set in natural gardens, all the rooms have a spacious verandas, adjoining bathroom and are furnished with a twin or king sized beds. Small touches reflect their understanding of the environment in which their guests are staying. It can be chilly at night at that altitude, so when guests return to their lodges after dinner, guided down the path by rows of freshly lit lanterns and their free wind up torch, finding hot water bottles in the bed is a cosy start to a good night’s rest.

All food is prepared daily on site with home baked breads and cakes. Breakfast is an open air joy, based around an individually selected and freshly prepared full English breakfast idea coupled with fresh fruit and other local delicacies, with juices, tea and coffee fresh and plentiful delivered by staff who are observant, attentive and unobtrusive.

During the day a range of outdoor activities are offered for the naturalist, ornithologist or general tourists including a number of supervised rambles through the terraced farms, woodlands and hamlets that surround the property. A new view at every corner a friendly wave from all who pass by gives a fascinating insight into the way of life of the Nepalese hill farming communities. It is worth contrasting a walk through these hills with their rich variety of interests with a walk around Fishtail Lodge through a virtually unispecimen forest with very little else but leeches in the way of wild life. The less energetic guests can lie by the pool and gaze at the reflection of the Annapurnas while relaxing with a beer and a book of their choosing from the hotel library.

Pre-dinner drinks are enjoyed in the cosy atmosphere of the main lodge with its large, round log burning central fireplace, comfortable seating areas and bar, in the style of a Nepali courtyard. Dinner is an uncomplicated very simple affair featuring locally supplied organically grown products, fresh herbs and salads most of which come from the Lodge’s own organic gardens with fruits and vegetables grown locally too. There is a daily changing table d’hôte menu featuring a range of European dishes or a traditional Nepali Thali with of course the expected range of special dietary options.

This blog may be starting to sound more like a travel-blogue, so what, in service quality terms, is going on here?

Make no mistake, what Tiger Mountain Lodge is not is a luxury 5 star hotel in downtown Somewheresville with thick pile carpets, fluffy bathrobes and hot and cold running water and everything operated to some pre-ordained international formula by a collection of people working their way up a career ladder or down through an unplanned period of their life. It is off the beaten track but it is not remote and is a unique, specialist resort, and it does appear to have a very clear policy about the quality of the experience it should give its guests. One of which is that individual tipping is discouraged in favour of a pool system paid at the time the bill is settled and at the discretion of the guest. Perhaps it is one factor that supports the excellent team work.

The premises are individual, comfortable and built in sympathetic harmony in the environment in which they sit. That in itself is an appealing feature for guests and shows that from the very start someone was thinking about the guest’s environmental experience as much as they were thinking about developing a piece of real estate. Added to that everywhere is well maintained and spotlessly clean.

The product that is delivered is a wholesome, enjoyable experience that makes the guest feel that their presence is welcomed and valued throughout their whole stay.

The processes have not only been well thought through they have also been walked from the customer’s perspective so everyone is familiar with how things work and nothing appears to come as a surprise to the staff, and the small touches like hot water bottles, fresh coffee on the guest’s lodge terrace, lanterns, wind up torches and wake up calls to see the views are all part of a planned, easy to enjoy and memorable guest experience. A carefully structured table d’hôte menu programme ensures it is easier for them to deliver very wholesome food to a high standard without compromising guest enjoyment.

As with most examples of service excellence the people are the real difference and here Tiger Mountain Lodge is unusual. All the staff are male, there are no women at all and that is very unusual, if not unique in the hospitality industry. The staff are not ex Ghurkha but there is an unobtrusive military precision about the way the place is operated, not evidenced by being rigid and inflexible but simply by being stealthily effective. The knowledge of all staff about what is available and how it is availed coupled with an air of friendliness and courtesy seamlessly combine to make staying at Tiger Mountain Lodge a pleasure.

It fires on all the 5 P’s of service excellence.

A few minutes glancing through their guests’ comments book is proof that your experience was not a one off happy accident, all comments support the view that this small, quiet remarkable venue delivers a service experience that minute by minute stands up against any in the world. So illustrating again that you don’t have to be big to be great!

If you want big city, 5 star, bright lights or sun, sand and sleep this is not for you but if you want to feel welcome, be well looked after and relaxed in an atmosphere of calm serenity Tiger Mountain Lodge will deliver a top of the world experience.

Sometimes you have to go up to come down!

Philip Forrest ACII, FCIM, CM, FICSI
The View of the Osprey
Co-Founder - The International Customer Service Institute