WARNING: This book is full of colorful language including a multitude of F-Bombs
Although I have a hard time endorsing a book that I can’t listen to around my children, I stuck it out because it was recommended to me. I have to admit that I found it entertaining and informative. While at the same time it was sad to recognize how undervalued the author obviously felt (or was dramatizing to sell books).
I appreciate the sentiment behind the book (treat people with dignity and respect) and his loyalty toward guests, even when the company he worked for obviously wasn’t as concerned. But I was saddened to think that some of what he said is true. I guess I prefer my Pollyanna style of thinking because I feel a bit fearful of going to hotels now. I want to guard my toothbrush with my life and hide all the spare change in my car.
So, for as disappointing as some of the information is, I unfortunately believe much of it is true. Although I am not comfortable with the solution to some of the problems, I believe one point he drives home is correct. TIPS (which actually stands for To Insure Prompt Service) when given in advance, or at least given at all, help people feel respected for their work. Realizing there is a “hustle” out there to get what you want, I supposed is in some ways expected because it is the way many people think.
I found myself feeling guilty for not tipping the front desk people more frequently. It honestly never occurred to me before – I would usually bring them a treat like some candy or something to make them smile – It wasn’t a bribe in hopes for an upgrade. I’m not saying that I would have complained or that I didn’t recognize that being nice can have other benefits, but the primary reason was to help them feel valued and appreciated. Now I am afraid I will quietly be self-conscious that they may perceive it as a pathetic bribe instead of a thoughtful gesture from a guest who wanted to make their day a bit brighter.
I always felt my TIPS were given as a courtesy to people providing a personal service or as my thank you to, or my acknowledgement of, someone’s willingness to go out of their way to help me. I never thought of it as a negotiation to keep me from befalling disgusting, behind the scenes possibilities. I am cringing about the few times I had no cash and told the bellman I would take care of him tomorrow. I followed through on my commitment, but had my perfume been tampered with before I got back to the desk the following day?
As an entrepreneur I adored his willingness to be the 24-Hour contact for his guests. Granted he did it as a side hustle, but the idea is in alignment of what I teach – Build yourself as a brand. Create a market separator and have the loyalty be to YOU. I understand why an organization that treats their staff like replaceable fixtures wouldn’t like it… because the clients will follow the service. All the more reason for companies to value and appreciate their staff.
Imagine if the staff got a small percentage of the additional business, they brought in. They wouldn’t have to rely on TIPS or the “hustle” they could take pride in their pay because it would directly reflect some of the value they brought to the organization. That is why [Tweet “Brands need to pay attention to the value of their people. They should set the bar high while allowing the compensation to reflect the staff’s ability to inspire the guests.”] (That is tweetable! ?)
Since this book came out in 2012, I am silently hoping that the industry is structured more around the ideas I am expressing here and has gotten away from the “Heads in Beds” is all we care about concept.
There are lessons to be learned all over this book from beginning to end. Some were entertaining and enlightening. Some were down right frightening. But I kept listening to the audio (when my kids weren’t around) and learned the dark side of the hotel industry. I also saw a young man’s struggle in an industry, that didn’t reward long term employment or customer service in proportion to the value they brought to the organization. That is a lesson any entrepreneur should take to heart.
The moral of the story:
- Treat your employees with dignity and respect.
- Set the standards bar high and reward them for achieving it.
- Go out of your way to give people who are seeking opportunities, a way to be proud of their accomplishments. This inspires them to lead the next group of team members in the right direction.
- Treat your team like leaders and encourage them to help raise the bar, instead of figuring out how the can profitably duck under it.
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Until next week…