Hoteliers are bound by the code of customer service. Like doctors who take the Hippocratic Oath, hoteliers are sworn to uphold the safety, comfort and needs of their guests, treating them as if they were friends invited into their home. I’ve experienced this level of customer respect, going above and beyond the call of duty. It is impressive.
As MOD, I’ve also suffered abuse from inebriated guests, dealt with impossible demands and cleaned up messes with descriptions that defy the written word. When does this end? And does it break the unwritten code of hospitality to say no to a guest?
Let’s start from a legal perspective. You have no right to discriminate or bar service to anyone on the basis of race, religion, color, sex, sexual preference or nationality. That’s a given for all hoteliers.
But what about individuals who are known to be difficult — for example, those who drink to excess? In a similar vein, what about groups that are known to be troublesome? Should you bar them from your establishment? Airlines have a do-not-fly list, and perhaps it is high time hoteliers take a similar approach to malfeasant behavior. It would not be difficult to do. Today’s computer systems allow for sharing of information, at least throughout a hotel chain. Of course, there is an inherent risk in this approach. The “no stay” list could quickly become a hot bed of discriminatory practice.
So, setting this list idea aside, what can hoteliers do to gain the respect necessary to ensure their hotels do not bear the brunt of every guest’s frustration? I’m interested in hearing your thoughts.
(Article by Larry Mogelonsky, published in HOTELSMag on April 11, 2012)