Abuse of staff is a problem in hospitality. And too often, it gets swept under the rug. What will it take for a zero-tolerance policy to actually be enforced — consistently?
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On Experience
Colin Nagy is a marketing strategist and writes on customer-centric experiences and innovation across the luxury sector, hotels, aviation, and beyond.
You can read all of his writing here.
I recently made the argument that hospitality isn't always about receiving service from staff but rather also reliant on the energy and spirit of the guests. The two combine to form an ecosystem of sorts that, when balanced, creates the best possible environment. When staff members are happy and guests are bringing their best manners and selves, then everything works.
But when this social contract isn't upheld, there are problems. Sure, annoying minor infractions (read: watching YouTube videos sans headphones) happen, but in an increasingly acrimonious environment in the United States, there's beginning to be heightened levels of abuse directed toward hospitality staff — and fellow guests. The vitriol of social media comment threads and tweets are jumping off the screen and into real life. And the problem is that abuse, racism, and "I'm a platinum!"-style entitlement seem to be played down without formal recourse. Some staff have to just deal with it, diffuse it, and go on. But the mental damage can and does take its toll.
A friend recently recounted to me an example: She was staying at The Lexington Hotel in New York City with her husband. The two were having a nightcap at the bar when a group of two women and two me
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