The more I learned and experienced about service, the more I was inspired to be a part of hospitality and gravitated towards hotels. The hotel was a magnificent world that changed every day. Every day there were new guests. Every guest brought a new story, a new dream, and a new adventure. We serve our guests, and they teach us lifelong lessons, and bring us lifelong memories. I often wondered who benefitted more, the guest or those of us who served them.
Just as no two snowflakes are the same, no two guests are the same.
My very first job in a hotel at age 19 was a summer job (home for summer holiday) as a beach boy at the Kahala Hilton, a 5-star hotel in Honolulu. I was so happy that summer because I found a job, and it was a job that would lead me to my hotel career. My uniform included a pair of shorts, and a shirt with the hotel’s logo. As the job was by the pool and beach, no shoes were required. How great is that? The job description was to make sure guests had clean towels, a chaise lounge, and a fun day in the sun.
My biggest challenge was to make sure I had a big smile - and that was easy.
On the first day at work, a very distinguished and handsome gentleman approached me and politely advised me that he was a guest at the hotel for a week. Each morning, he wanted to spend some time by the pool on a chaise lounge and asked if I could arrange this for him. With great enthusiasm and eagerness, I said yes, grabbed a couple of towels, and with a smile escorted him to a chaise lounge under a swaying palm tree.
After preparing the chaise, I wished him a pleasant stay and headed back to my post at the towel stand. As I turned, he called me back. Immediately, I was flushed with fear. This was my first guest, how could I have messed this up? I turned back and prepared to face a complaint. Instead, he smiled and offered to shake my hand. I was relieved and with a gracious smile of relief welcomed his handshake. With the handshake, he said, "Thank you", and I felt something in my palm. Not sure what was in my palm, I politely acknowledged with a nod and proceeded back to my post. When I got back to my post, I checked my palm and found a $20 bill. Right then, I said to myself, hospitality is right for me, and this is the job I want.
Comments