What is the greatest reward a guest or client can give to you in the Hospitality Industry?
Is it A: a key to a luxurious car that a guest leaves for you? Or B: a suitcase filled with plenty of bills? Or C: anything that has a monetary value? My answer for you on that question is D: None of the above.
In our industry, especially in the 5 star properties, it feels as if luxurious goods become something superficial, and having guests pay their hefty bills at the end of their stay is just a part of our everyday lives. However, we do feel that none of that luxury comes our way as we are only pawns on the large chess board.
Of course, receiving a tip is a generous reward, you put it in the tip box for the team to share at the end, but what do you truly feel about receiving it? Don’t most guests tip as a common practice? A few Dollars here, a few Euros there, it’s all just part of the job in the end and we take it for granted. Does the guest truly want to give away a tip and be part of the social norm? Well, that’s a different topic of discussion.
What I strive for in this industry is to please our guests and receive gratitude and that genuine “Thank you”.
How much does that cost? You could probably figure that out through the amount of time spent at work to please the guest multiplied by the salary you earn per hour. But a “Thank you” has no value. It’s that warm feeling that you receive that makes you proud of the work you have achieved. Additionally, it gives you that sense of accomplishment. It also provides you with a moment of self-evaluation for your own job. You will know that you’re on the right path towards success.
To see that you’ve genuinely delighted a guest, that you’ve managed to turn around a bad start of their stay or given them a memorable experience at your property, it’s just something that all of us in this industry should have: Passion. And receiving their thanks with as much meaning as you’ve dedicated is really the cherry on top of the icing. It’s like having the kids enjoy a gift you created and offered to them that the parents enjoy their stay even more. It’s an exciting accomplishment.
The best part is that you have a smile on your face for the rest of the day, and then you’re just going to have to share the news with your colleagues and spread the warmth that glows in your heart.
Doesn’t that priceless reward motivate you? It sure makes my day.
I found a quote about happiness that I would like to share with you. Elaine Konigsburg (an American writer) once said
“Happiness is excitement that has found a settling down place.
But there is always a little corner that keeps flapping around.”
I’m hoping that your flapping corner is what drives you in your daily work.