Rules Of The Desk

I recently received an e -mail from a colleague in India asking for some historical photos of concierges in the United States. While I was going through my files, I came across a sheet of paper that had the title, “Rules Of The Desk.” I wrote it when I was 28 years old and working at the Grand Hyatt Union Square in San Francisco. I am quite sure that up to that point I had never read a management book.

Oh, how I wish I had found this list when I was updating my text on the concierge profession, The Art and Science of the Hotel Concierge. I would have definitely included it in the book.  While the rules are a little edgy, I am amazed at how astute they were and how well they have withstood the test of time. The fact that I had these kinds of rules in addition to the Grand Hyatt rules is perhaps the reason why most of my staff joyfully stayed for 20 plus years.

In retrospect, the fact that I instinctively understood that in order to be a leader it is about open and honest communication, integrity, zero tolerance for gossip and drama, teamwork and being ultimately responsible and in charge made me smile inside and out. Becoming a mature professional woman is a process. It was fun to read about and remember the young woman that wrote these rules. Although I might word them a bit differently, I would still apply them today. Here they are:

Rules Of The Desk

1. No rumors or talking about other people in the cafeteria.
2. No animosity or side comments shared between each other.
3. All matters are handled within the department. If you have a problem, come to me. If we can’t solve it, then, and only then, will we go to HR.
4. Be quick on your feet and act smart.
5. Recognize that I am the Department Head and am responsible for this team. I am easy to approach and talk to. I will always back you up if I believe in it. Ultimately, I make the decisions that need to be accepted without hysteria or backlash.
6. We pitch in and help each other. We don’t call in sick unless we are really very sick. There is no such thing as a “no call, no show.”
7. We express total honesty with money and with our feelings.
8. This job is a privilege, an honor and an opportunity
9. Prove me wrong don’t make me wrong. By making me wrong, it confirms that my instincts are correct.
10. Never be greedy! Always suggest what is appropriate to your client.

Making money as a concierge is a privilege, not a given aspect of the job. It is based on the fact that we do an excellent job and that excellence must be maintained in all situations.