The black hole in hospitality
Nothing continues to aggravate me more and I encounter this nearly every day - at the supermarket, take-away counter, the bank or at a hotel, to name but a few businesses, small and large that deliver very little, if any customer service. I find myself continually frustrated at the passionless customer service I receive everywhere. Basically the responsiveness leaves much to be desired. In the fast-moving age of the internet shopping and depersonalized exchanges, I’m convinced that people more than ever yearn for at least a smile and a thank-you from an actual human being.
Nothing has astounded me and lifted my spirits than when on that rare occasion I receive a positive and helpful experience, It happened the other day at this hospital named after the royal title given to a monarch of any country, when a nurse seated behind the counter, stood up, smiled brightly and gave me clear directions to where I wanted to go. This was in sharp contrast to the response I received from the female at that Hospital’s information counter, who, when asked for directions, brusquely replied “Go up to the 1st floor”, and imperiously returned her gaze to the screen in front of her.
What I have observed is that most businesses including those in the hospitality and retail field employ frontline staff lacking attitude, skills and passion. I am an hotelier with over four decades of work experience and within that context; I’ll share a few thoughts as I reflect back on a career I thoroughly enjoy from day one right upto now. What I say may not be original or earth-shattering but hopefully may provide managers –particularly those in my home country, some thoughts on what to look for when hiring people for the work they are to be given.
Passionate people drive their businesses
There have been heaps of articles that have flung the word ‘attitude’ into them like it’s some sort of buzzword. The ability to choose our attitudes every day is a powerful tool we possess and one cannot stress the importance of attitude as an invaluable trait for performing well in one’s role. However, attitude alone is not sufficient to execute well in the world of hospitality. No matter one’s level of attitude for the job, to one’s title, towards one’s employee, it would have partial impact; unless one also possesses the dynamic duo – passion and skill.
I dare say that we now have fewer passionate people than ever before working in the industry. What I have observed is that most businesses including those in the hospitality and retail fields, employ frontline staff devoid of genuine passion and skills. Have you noticed that when you’re passionate about something you get excited. When you talk about it your face lights up, you make unwavering eye contact and you get more energetic. Alas, what I see in the majority of instances is someone who is noncommittal and looking bored with a hint of indifference at the customer they deal with; like for example when handing back your credit card after taking the payment while listening or talking to a colleague seated nearby.
Yes, passionate people drive their industries – be it when dealing with customers or behind the scenes. That’s because passion comes from a thirst for more knowledge. If it weren’t for fanatics (sometimes unkindly referred to as geeks or nerds), who are passionate about the intricacies of coding, we wouldn’t have so many apps as we have today!
I’ll rather employ a person with tons of passion but lacking in skills because skills can be taught unlike passion. When a person’s heart is in the right place, giving them the proper expertise is easier.
When interviewing people I’ve always looked for that person who is interested in a career with us, not just a job. For most people, there’s a hierarchy of needs at play at work. Step 1: Finding a job that pays? Step 2: Finding a job that pays well? Step 3: Finding a job you like that pays? Now we are talking! For those who don’t know the difference between a job and a career, I guess they’ve been living under a rock.
To many, a job means that they go from A to Z, and hopefully do it well ; whereas a career means that one follows the same sequence, then learns to do it better, become more knowledgeable and grow – all the while doing the job better and better as one keeps climbing the ladder. The more one gets involved the more one gets committed. That’s a career.
Different positions require different skill sets
Different positions require different skill sets. Certainly some are transferrable, but others, which may have been perfected in one position, if not utilized to the same degree or which are not continually refined in one’s current role, will over the passage of time shrivel and deteriorate. I see this regularly in staffs who deal with customers – particularly from those who have no passion and have lost the appetite to get better and grow. They kinda ‘flat line’, i.e. remain static, without looking for opportunities outside their formal duties with no desire to get better.
Passion and skill drives hospitality professionals to greatness. From the moment a guest walks through the doors of a hotel or resort, their experience is shaped by the passion that radiates from these professionals. Their skills combined with a sense of purpose results in delivering exceptional service.
Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Motivational Speaker, Ex-Hotelier
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