Have pride in your hotel!

Welcome hoteliers!

This article is something that even I have to remind myself to do at times! No one loves their job all of the time, it’s easy to criticize it, take it for granted, and even as ambitious as I am, I have to stop sometimes and think, why am I knocking my job?

Most people, usually leave bad managers, not bad jobs, but what makes people stay?


Grand Hyatt Shanghai has had some issues, okay, a ton of issues, and I will definitely spill, but what kept me there week after week?

Well… because it’s the Grand Hyatt!

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Grand Hyatt Shanghai, night view

I love the hotel industry, and I think about what goes into a brand. Think about the Four Seasons for example and how it started, Father and Son building hotels from the ground up.

How about the design teams to design rooms, the companies designing programs to make the staff’s lives easier, the promotions online to make guests happy and keep them coming to keep us employed, the packages and cheap travel deals they offer employees.

There’s so much that goes into one hotel. Think about a brand, as a manager, or even front line agent, personally I wear my brand as a badge of honor. I had always coached the employees to have “pride in your hotel.”

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Maybe the product isn’t perfect, maybe management isn’t perfect, but the work, dreams, and labor to build a magnificent property is why I think there is a certain pride to be an ambassador in this property.

I have this belief of a true sense of hospitality, something I feel most hotel employees are lacking these days, something that the industry is struggling with.

On Christmas, although I was working, I was coaching a staff member who was upset because a guest came to the desk to complain about the shower not working etc.

After the agent calmed down, I said imagine if you went to the a hotel overseas and you couldn’t shower after paying $600 a night; so the guest’s frustration is warranted. Rather than argue, let’s work to find a solution. But, it goes deeper than that, we are ambassadors not just of the individual hotel, but of the company, and not just that, but to international guests, we represent our country.

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International guests, usually see the hotel staff as the representatives of the country. They’re usual interactions, if not visiting for business, are with the immigration at airports (nervous interaction.) taxi driver (hit or miss interaction,) and the hotel staff! So we should do our best to leave a fantastic impression!

My advice from this random article! 🙂
Working in a hotel is not just any old job, you need to have a sense of service and the desire to create experiences! That is true hospitality and I try to distill this to all staff at any property I work at; have pride in your hotel!

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Best Regards,
Daniel Cooper

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