Tackling the Abuse Problem in Hospitality Head-On

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 th