I have discovered that being a prudent observer and above all a “listener” makes sense because it allows you to have a view… yes, a “partial though broad view of an obvious reality” in hotels;
Let me explain… lately when we talk about hospitality we do it from several angles… occupancy, profits, average rates, budget control, lack of trained professional staff…
We also talk about the importance of teams… their cohesion… leadership… efficiency etc. etc. etc.
But I notice that no one (or someone timidly) values or questions the role of the Director… and I ask myself… has their “job specification” changed that much….??
Isn’t it precisely the figure who should play an important, I would say leading role, as a professional who is supposed to be, and highly qualified to lead a business “as a team”, or to lead a team?? (I’m not talking about the org chart)
He/she is the one who really should be on the front line, with daily briefings, resolving guest complaints and conflicts between departments, supervising services directly or indirectly so that service delivery maintains the required quality standards…
Based on my own experiences as a guest, I say… it’s a shame that you “don’t let yourselves be seen”… and I also believe you don’t do it because your job has been minimized and “hijacked” by budget control and monitoring. You don’t want to deal with guest complaints… You have other matters: average rates, revenue, cost control, sick leave, operating costs, consumption, etc. etc…. pure and simple administration… that “keeps you busy”… You have turned the consumer or guest into a “bother” who is part of the daily routine.
Have you, dear Directors, ever asked yourselves how many guests you talk to each day???… or perhaps you think that being a host isn’t your job…. or do you think the guest doesn’t deserve it…
Gentlemen, don’t be offended. On the contrary, reflect… your business is in the guests, the customers… (now mostly consumers). In other words, I believe the “Ikigai” of the business in your hotel is the customer… (Although I may be wrong)… and that you, Mr./Ms. Director, should have the honor of leading a great human team… but you shouldn’t do it only from your “isolated office”, nor by delegating encounters with guests no matter what kind they are…
Let yourself be seen with empathy and
show yourself as a worthy host.
This may well be a first step toward the path of service quality that we are deteriorating so much.
José Aleixandre Caballero
*Technical Director Consultant for Tourism Companies and Activities*
