I work in a Hotel - don't shout at me...
David Holland MBA Your Business Co-Pilot
I help Business Owners & Executives build the Business and Lifestyle they always dreamed of?? Author, Speaker, Digger of Holes, Renovator of Cottages, Drummer, Husband to The Blonde One, Dad and Dog Person.
Dear Rich Executives,
I work shifts - for days on a four days off - 12 hours per shift from 14.00 to 02.00. My colleagues work the same shifts system so between us we can cover the 24 hour service demanded by our clients.
The basic pay is around the minimum wage, we get to share tips, there's a shift allowance and we can do overtime - the 4 on 4 off pattern lends itself to doing overtime. So I get called in a lot to cover for other people who go off sick, or leave to get other work...
I also work in the kitchens as an additional source of income, mainly food preparation from 08.00 in readiness for the lunches and conferences we host...
In a seven day week I will probably do around 70 hours - I have two children and they need clothes and equipment for school - I make sure I'm up to see them in the mornings, and we see each other again on my rest days if I'm not called in on a shift.
I have to wear a uniform, launder it myself and keep it crisp and tidy at all times; I'm not allowed to have my hair down, wear perfume or too much makeup, I have to smile and be polite at all times - we are constantly reminded that we are in the "Customer Care" business and to always look after the needs of the clients.
We are taught to smile, keep a polite distance, not hold eye contact and whatever is said, suggested or commented to us - to stay calm, professional and friendly at all times.
We are part of a chain of Hotels and we have systems to follow - like taking payments, cash handling and room management. We don't have a lot of discretion - if we don't receive payment for something, or mess up the till, the money is deducted from us, and we get a verbal warning.
So Mr Rich Executives, with your expense accounts, credit cards, entitlement and privilege, when you come into our Hotel please also be nice to us.
When you order a drink and there's no credit on your room - asking me
Don't you know who I am...?
Really doesn't help - you maybe big, important and spend more money on your watch and suit than I do on rent for a year - but I really don't know who you are...
I know how important and amazing you think you are - but I see 1000's of people just like you every week and you all blur together, if you know what I mean.
If you are Royalty - we have photo's given to us and we are briefed about security - but if you just another grey haired fat lump in a dark suit; I'm sorry but you all look the same to me...
So I will ask you to pay by cash or card - if you don't pay, it gets taken out of my wage and I can't afford that...
I will do all I can to help you - my life depends on it - but please remember that as well as working 70 hours for basic wage, being happy and polite all the time, working shifts and overtime to make your stay a great one, I have to follow som basic rules too...
And so do you Mr Rich Executive, your job is to be polite to me, play nice and when I follow the rules that my job depends on, don't put it all over your LinkedIn page for your other First World, Entitled, Grey, Suited, Privileged friends to comment how in our Hotel Leadership must be shocking, Staff must be Ignorant, OMG, WOW, How ever did you cope with that level of insubordination etc.
Don't threaten to take your fancy conference somewhere else because I followed the systems and made you feel bad in front of your other Country Club Fraternity mates; my advice to you would be this...
- Ask me for help and I will guarantee to be there for you.
- Be nice and polite - you'll be amazed what happens.
- Don't patronise me - I've got enough on my plate.
- My boss may be an idiot - but don't take it out on me.
So when you use this "horrific" story on stage at your next workshop or conference, perhaps you should look at how you caused the upset by not putting credit on your room - take some responsibility and stop kicking the little people and making Big Boy threats because you have the power to take the conference away because I asked you to pay for a drink at the bar...
Yours Sincerery
The Person who Served you at Lunch...
Consulenze e formazione App marketing turismo
6 年????????
Change Your Beliefs ~ Change Your Life! | Dual-Certified Hypnotherapist | Proud Military Spouse
6 年Agreed! I worked in a hotel in the past in various positions.? Be respectful of everyone! These people are NOT beneath you.? I have to share an example real quick.? I worked in the office at a hotel and suddenly a BIG change happened on a major booking and all of the sudden it was all hands on deck to get these rooms ready.? The housekeepers were shocked that I had pitched in (what, just because I worked in the office that I was better than them)? NOT! I was not different than them just because I had an "office" job.? I can make beds and clean a room too.? I think that I gained their respect and maybe they gained a new insight that day.? 1) Treat others well.? 2) Never judge.?
Management Training & Consultancy
6 年Great post as always Dutch; I see this unfortunately all over the world. My take is that the hotel staff are key to any event; it’s these guys and ladies that make sure our delegates have everything to hand whilst on breaks or lunch, plus a thousand other kindness’s that the hotel team deliver to make the delegate experience. So a plea to everyone who travels, think of these people as colleagues and please treat them accordingly.