5/5 Jack Ong Chong T. 1 year ago on Google • 18 reviews
As
someone
who
spends
many
afternoons
whiling
at
coffee
shops,
I
can
say
that
the
Coffee
Bean
&
Tea
Leaf
(CBTL)
outlet
at
G
Hotel
is
arguably
the
best
coffee
shop
in
Penang/North
Malaya.
Perhaps
even
the
country.
The
outlet's
unique
selling
proposition
lies
not
in
its
F&B
offerings.
After
all,
CBTL
does
maintain
relative
consistent
quality
management
of
its
products,
therefore,
there
is
little
differentiation
in
F&B
between
all
the
outlets.
What
makes
the
CBTL
G
Hotel
stand
out
is
the
exceptional
service
by
its
crew.
From
my
observation
through
the
years
of
patronising
this
place,
through
changes
in
supervisors,
staff,
and
decor,
it
is
clear
that
this
is
the
result
of
good
leadership
by
the
present
outlet
head,
Diny.
I've
observed
her
calm,
friendly,
yet
firm,
demeanour
in
guiding
her
staff.
Generating
positive
vibes,
an
eye
to
detail,
and
empathic
understanding
of
customer
needs,
Diny
has
managed
to
infuse
warmth
and
character
into
what
is
otherwise
a
standard
outlet
of
an
international
chain,
making
it
akin
to
an
artisanal
neighborhood
coffee
shop.
Obviously,
no
matter
how
good
a
manager
is,
a
great
deal
also
hinges
on
the
staff.
Admittedly,
there
have
been
hits
and
misses
through
Diny's
time
at
the
outlet.
Some
staff
just
have
too
much
inherent
negativity
to
be
trained.
However,
I
believe
Diny
has
been
better
than
most
other
supervisors
in
developing
the
staff
under
her
care.
Due
to
the
transient
nature
of
coffee
shop
staffing,
I've
seen
many
of
her
good
team
members
come
and
go.
I
would
like
to
give
a
shout
out
to
3
staff
presently
at
the
outlet:
Amin,
Peter,
and
Zuzu.
I
look
forward
to
experiencing
continued
excellence
from
the
CBTL
G
Hotel,
and
for
its
positive
practices
to
spread
to
other
CBTL
outlets.
.
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