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Towels and Class

Towels and Class

I’m at a luxury hotel in Puerto Rico where the staff is quite pleasant and the setting lovely. The food is good, the rooms well appointed.

Yet at the pool and beach, they treat you like a towel thief. You need a special card (not your room key) to get towels, and then you have to announce their return so that your name is checked off. (After hours? Report in the morning!) Why do they treat guests as criminals who will steal towels, even though the rooms are well supplied with better ones? I don’t know, but it’s deeply cognitive dissonant.

Last evening, neither of two concierges could locate my meeting room for the next morning. We all trooped over to the front desk, where someone immediately explained where the room was. “They are both brand new,” the front desk person explained, pointing to the retreated concierges.

“Then why are they assigned together, and why isn’t their first hour of training about the layout of the hotel?” I asked.

Are YOU doing silly, trivial things, like charging clients for gas mileage and copying and courier? Are you failing to respond to calls and emails within a few hours, let alone a day?

“Class” isn’t about what you put on the front door or letterhead, it’s about how you behave and your level of service.

© Alan Weiss 2016

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Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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