I have spent my career focusing on the level of service excellence embodied by great hotel concierges. Many other industries aspire to reach this degree of excellence, and I’ve designed many workshops and training programs to help them do just that.
If imitation is the greatest form of flattery, then the hospitality industry should feel flattered indeed. Other types of businesses, from automotive to finance, use hospitality-caliber service as a benchmark. This is no surprise, as hospitality is generally considered a noble profession, in which the core premise is to serve others.
I’ve been an advocate for the dignity and graciousness of this profession since the 1970s. Throughout the years, I have witnessed so many noble and compassionate acts, which I have shared as real-life stories in my books. Therefore, I am quite taken aback by the recent emphasis on “the dirt” underlying the hotel industry—specifically the culture of revenge, corner cutting and deceit.
For instance, in a “tell-all” book published just last year, the author emphasizes the negativity he has witnessed as an insider. I hesitate to dwell on the details, but here is one excerpt:
Service is not being upfront and honest.
Service is about minimizing negatives and
creating the illusion of perfection.*
Ouch! How I hate to hear this profession disparaged. Not only does the author focus on the underbelly of service, he also writes about vengeful acts, slipshod methods and the idea that without greasing someone’s palm, guests can count on being ignored or mistreated. I, on the other hand, have observed just the opposite: Seemingly endless patience, a commitment to excellence and the true spirit of service demonstrated by dedicated hotel staff, even under the most challenging circumstances.
I guess it all boils down to what you focus on. If your attitude and actions embody the “dirt,” then this will be your experience. (Just reading the book made me want to take a shower!) If, however, your focus is optimistic, you will find that you’re actually drawing positive, even wonderful, experiences to you.
I am not saying the situations in this above-mentioned book never happen. I am saying that they are the exception rather than the rule. I know salaciousness sells; but I choose to focus on the positive, which is reflected in my teachings, my books and my life as a whole.
Along those lines, I’m excited to announce my upcoming booklet, The A-Z Guide for How to Get the Best from your Hotel Concierge. Even the most seasoned travelers aren’t always aware of all concierges can do to make their travels hassle-free and truly special. Books that ooze negativity simply add to the confusion, so as I see it, the timing for my helpful little booklet is just right. Stay tuned for more details!
* Tomsky, Jacob, Heads in Beds, Doubleday, 2012, pg. 30.