Choices make the difference

This 5- star hotel was one of the competitive set we mystery shopped on behalf of a client, a long-time ago, and it had a number of issues that we see recurring in most star-class establishments (and lessons for others) …even as of today. I won’t be sharing the full detailed findings - only a small sample of a few interesting ones that have an impact.

The Good:

• The frontline associates provided a warm greeting that set an inviting tone for our arrival.
• The product knowledge was pretty impressive given the wide range of the room types; the detailed knowledge of every type was noteworthy.

The Inadequate:

• Little to no use of our names during the check-in. This is a huge and widespread miss we encounter all the time. One often hears from leaders in the hospitality industry that this is “mandatory” and everyone of their staff does it consistently. In reality, I rarely see this happening at any category of hotel. I guarantee that those of you reading this thinking “my team does that so well” – think again… they don’t.
• The welcome drink presentation was poor. The glassware, tray, napkins, were bland and dull. I asked about the beverage and was told “Dunno, it’s whatever the bar sends us”.
• There were no memorable moments of any kind that made us feel especially valued.
• Our departure was uneventful and felt lackluster - like they were all disappointed with our stay.
• There was no immediate follow-up.

I share this commentary because this is a commonplace sample of what we see all the time in star class and luxury environments. This is the experience in one department. Multiply this across all the guest-facing departments, and think about the brand degradation they collectively create.

None of the inadequate experiences would have cost anything; they were all poor personal choices by the team and reflect directly on the discipline, coaching, leadership, and standards of the brand. In my time, I’ve encountered teams with a lot of talent and enthusiasm, but they seem not to understand or grasp situations as well as one would expect. Leaders tell us they are “exceptional” - and then there is a huge reality gap.

Differentiating in this highly competitive market can only be done through excellent leadership. And step one is by understanding exactly what that is…and is not. It’s not the brand, location or labour pool; it’s the leader who sets the standard.

The popular media is full of examples of bad leaders in government, academia, and business. But the most common kind of incompetent leader isn’t the ranting, conceited sociopath that might immediately come to mind. Rather, it’s the “absentee leader” — those in leadership roles who are psychologically absent from them. These people were promoted into management, and enjoy the privileges and rewards of a leadership role, but avoid meaningful involvement with their teams. Absentee leaders kill engagement and productivity, and that sets the overall tone for a culture that breeds a ‘no consequences’ set up.’

Shafeek Wahab - Editor, Hospitality Sri Lanka, Consultant, Trainer, Motivational Speaker, Mystery Guest Auditor, Ex-Hotelier

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