Hospitality Industry – A two-sided coin

Henri Nouwen said, "Hospitality is not to change people, but offer them space where change

can take place".

10th October,2017

a day from when I had to convert all the theoretical lessons to my practical

world, My Industrial Training and first step in this industry as an intern in Conrad, Pune. First

day where usually it’s a very special day for many interns and employees but I guess for me it

straight away directed me towards my work. Excitement levels, nervousness, fear of making

mistakes, learning new things all the thoughts had piled up in my head when my training

manager told me “you will learn a lot and you will make memories that will last”, and I am sure

we did, but little did I know my patience check will start from that day itself. Reported to

Housekeeping department and got explained about all the work I had to do which included

dusting, mopping, brooming, cleaning of water clauset (they can be freaking dirty at times)

and replenishing of amenities in the room. One straight week of cleaning just washrooms and

bathrooms showed me real diamonds dropping down from my eyes, collected all my anger and

called my parents saying, "I want to come back I can’t do it", but after calming down still had

all the motivation to go the next day for work. A month passed by with learning of cleaning,

maintaining inventory, refilling of bottles and a lot. Next stage where I was more than excited

to work was my favorite department Front Office, at first I never knew that what is it that I am

so much excited about this department apart from knowing that yes they interact more often

with guest and also the first ones to come in contact with them. But the first day in that

department and my role stated welcoming guests in the lobby, serving them welcome drink,

updating of registration cards, decorating rooms, and few more technical works. But the

happiness at times I got there for the team being so wonderful and me being able to see smile

on the guests because of my welcoming face, nothing can replace that. Also, long hours of

working standing at one place was painful most of the times which was not what I ever

thought, but did manage to finish my two months. And there comes the Food n Beverage

Department, the walking talking department where a person can just not think of resting at a

place unless there is an early pack up (which is very less) and in my case I got Banquets,

phewww

not easy when you have to handle weddings, corporate events, seminars, parties and

you are “Trainee" where you see people eating but definitely your face won’t show that you

hungry too but busy working. It took a lot from refilling buffets in a big fat wedding to serving

welcome drinks, starters (waiters), serving wet towels to guests, running here and there with

skipping meals and standing for long hours just to get all tired and doze off waking up to next

day. Nothing changed and days just passed by. I could never figure out when the months went

by and training came to an end with clearance day in front of my eyes and whole bunch of

memories with me.

But in all these months the most important thing I learned while working was all the employees

in this industry are highly motivated for having a positive attitude towards their guests and no

hotel can run without that teamwork and their work attitude because somewhere this industry

also revolves around their team. The willingness to serve and love all equally, maintaining

cordial relationships with all different departments with prompt interactions, being honest,

showering all the care and courtesy no matter how demanding or how negative the guest can

be. I have seen this industry lightning up for their guests on all the occasions, missing up on

their family, friends and their own private space just to see happiness on the people present in

the hotel. Even when a guest is mad and can be shouting on top of their voice for no matter

what, still a hotelier will be calm with a smiling face stating, “let me find the best for you”.

From providing a baby-sitting service to taking care of an elderly guest, hospitality industry has

never left a single opportunity to show love and care.

Reality check:

The fact that guests walk in and see all the glitz and glammer but don’t realize

the effort that goes into it. It’s not just effort, it’s not just dumb work, it’s the drive that the

people in the industry have to give the guests the best experience ever, something more than

their money’s worth. We realize that more than half of that effort goes in vain, because more

often than not we don’t get to come across the most affable guests.

Apart from the company

and the industry, normal people may never acknowledge the struggles of an employee who

faces while not being able to fulfill a small guest request for some reason and may get scolded

or even insulted in front of the whole restaurant or lobby area or pool side. How do they

explain that it’s a busy long day and by mistake I gave you wrong order, why can’t they be

forgiven for that? How bad they can be treated for being a little late in room cleaning or

delivering amenities, how rude can a guest be when they are being asked politely for their

checkout time, how insensitive they can be for when they are asked to wait for a while because

the two rooms are not available on the same floor because of high occupancy or how

shameless a guest can be for behaving as if they are the lords here. Well you have no idea how

they collect all the courage and courtesy to respond, despite handling an inhuman guest and

also getting paid peanuts for all the drama which needs to be faced with a smile.

Hospitality is not only an industry, it’s an emotion where a huge amount of people works hard

and at times don’t even get noticed by their own management but still goes on and on just so

their guests feels “Home”, just to cover them with the cozy blanket when they on vacation to

relieve stress, just to cut a steak happily when you are enjoying your Christmas and all this for

“Hospitality” which I think every human should have, it’s a basic necessity.

Remember, “it’s not what employees do while delivering guest experience, but it’s how they

make it a memorable one for their guests”.

- Yashvi Panchal