The hotel industry; the business of making dreams come true
“Laughter is timeless. Imagination has no age. And dreams are forever.” – Walt Disney Everyone wants to be happy. To me, “happiness is not a goal, it’s the result of a life well lived”. This is what I asked myself at an early stage in life; How do I want to live going forward?
I've been in the hospitality / hotel business for more than forty years - most of it right here in Sri Lanka, with a smattering of earlier years in Germany and latterly, in Bahrain. I've learned a lot over that span of years but what gave me the best feeling of joy, or in the words of Abraham Maslow, “the best feeling of self-actualization”, was in the satisfied faces of people whose dreams, I along with others, helped to make come true.
During those four decades, I‘ve been asked every now and again “what made you join the industry?” Those who have stuck it out in the industry would likely say, “I love meeting people.” Yes, you do get to meet travelers from several countries in one hotel, and yes, you might well find a workforce of over 40 nationalities working under the same roof, such as in Dubai; great example of an industry that encourages cultural diversity at the highest level.
Some might mention that it “offers international job opportunities.” It certainly does open a door to the world! Others may point out that it provides opportunities for advancement and early responsibilities. True, many hotel managers have risen from the ranks of receptionist or waiter.
Whilst all of the above is very factual, I asked myself the question “why did I join the industry?” I reasoned that at the beginning, I really did not know why. At the beginning, it was only a job – one that enabled me as a teenager, to get away from pursuing higher studies. Soon however, I discovered that it is not merely a job, but a lifestyle; where working in a hotel is a constant adventure flinging out new opportunities and challenges every day.
To me, a vibrant and lively hotel industry is more than a business providing accommodation, it is about crafting memories, of turning dreams into reality – with nothing to beat the exhilarating moments of seeing the sheer happiness and delight on the faces of our guests. It is an industry where regardless of whether you are a concierge, a housemaid behind the scenes or even in management - every time you come to work you’re aiming to make someone’s day that little bit better.
The reason some business fail is not just because the entrepreneurs lack passion. It’s because all they think about is making profit. Derek Sivers said, “Business is not about money. It’s about making dreams come true for others and for you.” And make no mistake about it; the hospitality industry is in the business of helping to make dreams come true for people.
Last but not least of all, is the joy of having helped people who either worked alongside me or under my care, climb up the ladder of success. The reward is not confined to witnessing them get to the top, but also their expression of gratitude to me for being a guide during their climb to the peak.
Shafeek Wahab - Editor, Hospitality Sri Lanka, Consultant, Customer Service Trainer and Ex-Hotelier
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