I’ve started my first ‘hospitality/service’ internship 17-years ago. I’ve learned a lot since then and experienced even a lot more as to date.
(Ring-a-Ding-Ding… Hellooooo…!?!?! Hospitality & Service Standards Please…)
Did you know? “Service industries account for 68 percent of U.S. GDP and four out of five U.S. jobs. This dynamic services economy generates the largest services trade in the world, with exports of $606 billion dollars in 2011 and a trade surplus of $179 billion. Services supplied abroad by U.S. affiliates accounted for another $1.1 trillion in revenue in 2010 (latest available data).” (Source: Office of the United States Trade Representative. http://www.ustr.gov/trade-topics/services-investment/services)
Do you know? If you belong to the hospitality/service industry, in whichever role that you’re in – from Board of Directors, Executive Team down to Managers, Supervisors to the smallest minute role as a frontline service personnel, plays an important part to the chain of commands by affecting the daily functions/operations that provides a certain result; to the different possibilities of outcome for the service industry – as a whole. In whichever part of the organizational chart that you’re in, it’s the same as a process chart where and how things moves up and down, left and right. Reminder is the chart could be as small as an internal team to the company/corporation – to the scale of the entire industry.
(Hospitality Service applies to Hotels only…?!?!)
Being in the hospitality/service industry is not just a job, it is not just putting a smile on your face and wing your way through the day. It’s a people industry where your work, your job – what you do, how you do it, in what way you do it – is a liability to the service industry because it affects the people that you provide service to. It reflects on your team, department, company to the entire hospitality/service sector that you represent. Honestly speaking, if you are unwilling to be in the hospitality/service industry – don’t ruin it for the rest of us, please.
For example, the recent news of “Family Says They Did Tip Gay Server, Didn’t Leave Note” http://www.nbcnewyork.com/news/local/Gay-Server-Tip-Lifestyle-Receipt-Discrepancy-233040811.html How does it reflect on the rest of the servers across the country, and on LGBT? Did I mention that news travels as fast as lightning these days – how does visitors, tourists to business investors from across the world have confidence in coming to the US? Please read the second paragraph again before you continue to the rest of the article.
(Who the hell cares about the stars rating,
if you can slip-in a ‘discretionary gratuity to benefits’ and get….?!?)
In comparison to what I’ve learned through the 17-years, have we (hospitality/service) forgotten all about standards? Certain procedures and protocols that’s been there since the 80’s and 90’s seems to me it’s all out the window because some of us just decided to sit there and play with their fingers and veg-out on a bowl of lard. As long as there’s consistent demand for service/hospitality and the revenue is continuously coming in, ‘who the hell cares’ that type of thinking lurks around and eats into the entire industry. How long would it take to tarnish what’s been developed in the 80’s and 90’s if some of us continue not to care?
May I recall on the incident in 2011, Dominique Strauss-Kahn, the Head of IMF was allegedly sexually assaulted a housekeeper in a New York City, Manhattan hotel? Isn’t this already a red flag to the hospitality industry on safety and security of not just the guests, but employees too?
“IMF chief arrested in alleged sex assault, police tell AP”
“Dominique Strauss-Kahn Settlement: Former IMF Chief, Nafissatou Diallo Settle Sexual Assault Lawsuit”
That wasn’t enough to brew hot coffee for the industry to smell…
“Passenger wakes up on LOCKED plane in the dark after staff failed to notice him asleep in his seat”
And then even more laissez-faire, whatever kind of service standards
that minors be transported all over the country.
What if extremists starts to use young children as a weapon of mass destruction?!?
“Boy hops plane to Vegas, apparently alone and without ticket”
“ONLY ON NEWS 13: Teen boards wrong flight at Orlando Sanford Int’l Airport”