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Hilton and Halal - IIThe ugly side
From the days when the legendary Conrad Hilton established that chain, Hilton Hotels worldwide have remained a symbol of excellence in the hospitality industry. So much so they are a household name round the globe for the care and concern they have shown their clientele. No matter who or what they are.

But in Sri Lanka, many wonder whether the Colombo Hilton is losing that lustre and reputation. Last week Alia reported how the big boss of an Asian business conglomerate took his Muslim friend to the Emperor's Wok, Hilton's Chinese cuisine outlet. It turned out that Dim Sum (bite size Cantonese snacks) which the Menu Card said were prawn, vegetable or lobster contained pork or were fried in pork fat. Nowhere in the menu was any mention made of it nor did the hotel staff advise the customers. It was only discovered mid way through the meal and the duo walked out.

After this report, infuriated Muslim clients contacted Hilton to raise issue. One of them, a frequent client with her family, asked The Sunday Times whether Alia's report was correct and was told it was indeed an accurate account. Parts of an angry letter she wrote thereafter to the General Manager of Hilton makes interesting reading. The client says:

"As we too have been regular clients of the restaurant (Chinese), I called the hotel -- and spoke to both the Restaurant Manager and the Food and Beverages Manager -- asking for an explanation. Their reply was a total denial claiming that reporters can write anything without base or proof"!!

The client adds: "I am shocked at the callous attitude of the personnel at the Colombo Hilton who did not even think that clients require explanation on this article although The Sunday Times thought it authentic enough and have no qualms in naming the Hotel and the restaurant in their newspaper".

Firstly, if in fact the Restaurant Manager and the Food and Beverages Manager told the client in question that reporters in Sri Lanka can "write anything without base or proof", they lack the basic knowledge to serve in a five star hotel.

Surely, these men who strut about in black tie and lounge kits day and night should know Sri Lanka is not a jungle full of barbarians with no rule of law. There are the Courts and the Press Complaints Commission. No one, leave alone reporters, could just go on maligning anyone at their will and pleasure.

Secondly, if there is a Public Relations division as every other Hilton Hotel does, these brown sahibs should first be taught the basics of hospitality and about modern day Sri Lanka. They also should learn that Sri Lanka is a multi ethnic society where every religion is venerated by its followers. The sensibilities of those who belong to such religions are respected even in a small Buth Kadey or the ubiquitous Chinese cafes all over the country leave alone the five star Hilton. Evidently, there does not seem to be any such division for if there was one, this sad episode could have been resolved in traditions keeping with Hilton's international esteem. Nor do the big bosses, many of them non Sri Lankans, seem to care.

The post script to the episode is yet untold. When the big boss of the Asian business conglomerate complained to an expatriate boss at Hilton about what happened, his reply was "they (the Muslims) must know when they come to our Chinese restaurant that there is pork there".

The issue now is not about a Muslim eating non Halal food. It is about the mandarins at the Hilton and their minions. All they seem to have for Sri Lankans is nothing but down right contempt. Shouldn't the local owning company of Hilton or those at the Hilton international's management go into this aspect? Or, do they believe such conduct is also part of five star super service they claim to offer?

After all, some expatriate big wigs still feel like colonial governors of the past when they have to deal with Sri Lankan natives. High time the Tourism Ministry takes a good look at this five star treatment.

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