Is there an Identity Crisis where you work?

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Comments

[Chris Bailey]

Hiya Rosa,

While Vegas can be a fun, peculiar place to visit, I share your lament for the work experience there. And is it so different from any workplace where you get lost in the overwhelmingness of it all...where you lose your sense of purpose for the work you do?

It does beg a few questions:
What are the service philosophies guiding these hotels and restaurants?
Where's the leadership of management to guide employees to a more 'Aloha' state of mind?
Or, is any of this important?

Enjoy the rest of your trip.

[Rosa Say]

It does cause you to wonder Chris. You often hear that the LV business model is just about one thing, and that’s the draw of the casino, with all other services almost considered the ‘necessary evils’ just there to round out the experience. However that’s way too pessimistic a view for me! I have to believe that there are good people there who want to do good things, however, clearly, the magnitude of the numbers makes it additionally challenging.

[Chris Bailey]

Or perhaps its an example of change on a macro scale. The perception that Vegas is all about the casinos is becoming more dated. It's almost like the casinos are now just a part of the total atmosphere intermixed with entertainment of nearly all kinds. Which leads to the idea of change...has this notion of entertainment (and by extension, hospitality) been fully grasped throughout the folks who work there at all levels?

You're raising some interesting questions that are definitely worth exploring further.

[Pete Aldin]

"They lose consciousness of the fact that we who are customers can actually see them, and in the process, we customers feel we have no identity either."

I love the way you express this. Heaven forbid I should treat people this way either. This contributes to my own sense of presence whether a customer, a party-goer or a business-owner-servant.

Good one!

[Rosa Say]

Chris, you ask, “has this notion of entertainment (and by extension, hospitality) been fully grasped throughout the folks who work there at all levels?” My answer, based on this recent trip, is No. It’s such a shame, for Las Vegas is so impressive in many ways, and thus the potential for taking a leadership role is huge.

The entertainment mix is a whole ‘nother subject, however it’s also reduced to irrelevance if the basics of welcoming hospitality aren’t met first. Entertainment without the warmth of some personal connection doesn’t hold much value. An employee’s own sense of identity [as mea ho‘okipa- host] is important because they have to feel hospitality for themselves before they can give it; a dry sponge can’t do the work it’s meant to do.

Pete, in the time I have come to know you, I cannot imagine that you’d be guilty of these kinds of sins! Thank your for adding to the discussion!