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Problem Not Always Obvious

Thomas was a well groomed front-of-house hotel receptionist with 12 years in the industry, working in an up market hotel. He smiled at all the guests and remaining pleasant and professional at all times.

As we stood chatting at his desk I asked if he ever meet angry and upset guests. He discretely checked to see if anyone was listening and then said “about six or more every day!”

“Does this affect you? You seem to be so calm and serene standing here”. I said. “Well sometimes it doesn’t affect me, but mostly it does. On the bad days I know I go home in a very grumpy mood and take it out on my kids and my wife. They know when I have had a lot of distressed guests”.

The manager of that hotel reported to me when we met that his front-of-house staff do not get very many upset guests at all because they were a high-quality hotel!