Looking Back to History
If we go back in history we can see how the concept of business was founded. First we have to consider when business were founded and was it founded for the benefit of the owners or the customers? Some were others were not, banks in particular opened for the convenience of the bankers. Remember when banking hours were 10am to 3pm? You think that they had the working customer in mind? I don’t think so. Of course today that is a different story. Shops and malls are open late in the evening for the benefit of the customer. Enter the hotel business, a strictly customer oriented enterprise. The hotel business has survived because it is constantly innovating itself. It changes to the mood and whims of its customers. The hotels have added technology and gadgets as the business evolved. They have remodeled, upgraded, and added new innovations, consider roof top decks with pools and entertainment.
We’ve Come A Long Way But Where Are We Going?
The industry has come a long way since its inception way back when. Today the hoteliers are looking and trying new ideas so as to lead their empire to the next generation of super hotels. I have to wonder how far these hoteliers are willing to go. I sometimes feel that the pursuit of better bigger hotels, is diminishing the concept of what this industry started out to be. Customer service, and welcome to my hotel. The idea of making sure that the customer is well taken care of, and has an enjoyable stay. Behind all of the gadgetry and technology, there still is the person that talks to the customer, the person that says “Good morning Mr. Jones.” Will this also go by the way of gadgets? Good customer service, sometimes becomes very elusive, not because it is not given, but because not all persons are qualified to be customer service agents. No matter how much you upgrade your property, if customer service is not there it becomes an empty building, cold and dusty.
We have come a very long way and learned some valuable lessons along the road. Let’s not lose sight of the reason we decided to enter into this business. If it were not for customers, we (the hotels) would not be here today.
About the Author
Alan Campbell has been in Las Vegas for over 30 years and has worked for the major strip hotels. He has spent some time in California, Los Angeles where he worked for the Radisson and Sheraton hotels. Alan considers the hospitality industry the best job in the world – it is the only place that both king's and Paupers will visit you.
The Hotel Guy
