Hospitality is more than facades

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Comments

[Robyn]

Dwayne, you make some good points here. Not long ago a hotel desk clerk asked me to go to the lobby to do my online work because that's where the WiFi is located. You can bet I won't be back! Convenience goes with hospitality and it does make a difference.

[Rosa Say]

As an ex-hotelier Dwayne, yours is one of those posts that hits where it hurts when I am completely truthful about my own early blunders in the hotel industry.

I very vividly remember handling a complaint at one of our hotel's restaurants one day, where a customer ranted on and on - and he was right - about how the servers I was "hiding in the back room" weren't as well trained, nor seemed to care about him as much as the "Ms. Aloha hostess" we had at the door of the restaurant who had absolutely charmed him. Though he was very upset, he patiently and passionately explained to me that I did my hostess a disservice, by tarnishing her image and reputation with poor partnerships in the rest of the restaurant. As wonderful as she was, now it almost seemed to him that she was just bait, and false advertising.

That was a conversation I never, ever forgot. It was a management lesson on how I owed it to my stars to ensure that everyone else they worked with was a star too; no other job I did would be as important.