Functioning purposefully
What is the difference between a glum looking doorman silently opening the door and a smiling doorman who warmly welcomes everyone with a ‘welcome to our hotel ‘or a ‘have a nice day’ greeting, whilst opening the door? One might argue they are actually carrying out the same task. The answer is both yes and no. Yes, both carried out a ‘function’, yet, it was only one doorman who understood the true ‘purpose’ and brought a deeper meaning to that function.
Take a moment to ask your staff “What is the true purpose of your work?” Let their answers shape how they show up.
Most people answer, “What’s your current job?” by listing their main tasks. For example, a hotel bellman might say “I handle guest luggage and lead guests to their rooms. A receptionist would likely declare “I handle check-ins / check-outs and deal with guest enquiries”. A room attendant would state, “I clean hotel guest rooms and public areas”. A gardener may answer “I am responsible for the general care and maintenance of gardened areas.” Likewise, a painter might say “I paint walls”.
All of what is said above by each and everyone is true…and yet totally incomplete.
Delivering luggage, checking in a guest, cleaning a room, mowing the garden, painting walls – these are functions. Important, yes, but function without understanding its purpose will become monotonous and exhaust one out over time. Answering "describe your job" requires a balance of relevance, and impact, ensuring one focuses on outcomes rather than just a list of daily tasks.
A bellman handling guest luggage is not just delivering bags. He is pivotal in enhancing the guest experiences in the hotel. By providing a warm, professional welcome and facilitating a smooth arrival or departure occurrence, he is stamping a positive first and last impression of the hotel.
The receptionist job goes far beyond simple clerical duties. Working in a central space as the face of the hotel, and acting as the primary point of contact, he or she plays a leading role in creating positive impressions, managing the flow of operations, and shaping the overall guest experience.
A room attendant performs vital tasks to maintain cleanliness, hygiene and guest comfort in accommodations such as hotels, motels and resorts. Their job involves presenting a positive representation of the establishment to visitors and guests.
The painter is not just painting walls to cover surfaces. He is renewing and beautifying old spaces with a fresh lease of life and helping guests feel new in places that have been there for decades.
The gardener is not just maintaining the hotel grounds, mowing the lawn, tending to plants and shrubbery. He is contributing towards enhancing the hotel’s outdoors aesthetic value, by providing a beautiful scenery for the guests.
When employees see the purpose in what they do, their energy levels change, their pride in what they do steps up and their impact grows. There is something extremely powerful about those who rise above the perceived limitations of their roles. Challenge them to mindful of how each and every one of them can enhance the positive impact of their roles, as they go about doing their respective jobs.
Almost every manager, when they hire someone, talks about the job’s functions (tasks). Very few, if any, explain the purpose of the job. Is the hostess told that her job is to greet people or to make every guest feel like royalty? Every customer should feel like the hostess has been waiting patiently to warmly welcome them. Are the room attendants told that their job is to clean rooms, or are they told to make every guest happy by providing a very spotless, fresh and inviting room? The point here is to explain the purpose from the very beginning. Then clearly explain how their specific role is crucial to fulfilling that purpose, where everyone’s purpose merges together for the collective purpose of making every guest happy.
Of course, having a purpose won’t make every employee perfect. And it’s quite possible that having a purpose isn’t for everybody. The one’s who love it will more than likely be your best employees, and the rest will either shape up or ship out (the latter may not be a bad option anyway).
Shafeek Wahab - Editor, Hospitality Sri Lanka, Consultant, Trainer, Motivational Speaker, Mystery Guest Auditor, Ex-Hotelier
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