9 Simple Hospitality Ideas

I am going to add to this list as time goes on. I worked at Disney from 1995 until 2003 and I stayed in the hospitality industry until 2005. 10 years experience. This is some of the stuff I picked up:

1. Hospitality workers should always wear a simple name tag with their company's logo displayed.
2. If a hospitality worker speaks a foreign language, something on their name tag, such as a small flag, should convey this to the tourist.
3. Hospitality workers should always wear some type of uniform.
   
4. Hospitality workers should use their first names and address customers using last names.
5. When speaking to children, get down on one knee so that you are not talking down to them.
6. If a customer comes within 10 feet of a hospitality worker, the worker must acknowledge them, preferably with a pleasant, enthusiastic, "HAFA ADAI!"
7. If at any time you come across litter, it must be picked up immediately. Everyone is a custodian, even the CEO.
8. Focus on the kids. If the kids are happy, the adults are happier.
9. Try to create "Magical Moments." In the end, we're selling memories, not vacations.

Hafa Adai!

Jeff Turbitt disagrees with me, but I think everyone on this island needs to say Hafa Adai a lot more, especially to our visiting tourists. If everyone on this island, especially those who work in the tourism industry, would start greeting a tourist with Hafa Adai every time one came within ten feet of them, our hospitality rating would go up 10 points.

There are a few businesses that are already doing this and I'm sure there are others.

Kudos to Hyatt, Duty Free Shoppers, and Fiesta Resort for leading the way!

Bad Business Decisions

Eventually the businesses on this island will realize that no matter what their business, customer service and hospitality are the most important aspect of their work.

In the last week I have had several "WTF You've Got to be Kidding Me" experiences with local businesses.

The first was last Sunday when I was trying to get over to Managaha. EJ and I decided last minute that we wanted to go to the island. For a local to get over there for free, you simply have to make a reservation with Tasi Tours the day before or on Friday if it is the weekend.

We didn't do that, so we had to find another way to get over. We decided to just go to one of the ferries (not Tasi Tours) that takes people back and forth to the island all day.

Like I said, this time was last minute, so we just went over to the dock and waited for the boat to come in. As it docked and unloaded its passengers, we stood on the dock with our gear, obviously looking for a ride to Managaha.

After the last passenger got off, they pulled off with an empty boat. We asked them for a ride across, but they told us, "NO." They were only bringing people back.

Are you kidding me?

They could have at least brought us over, not told the boss, and pocketed the money.

The economy is in the shits and you won't even take a paying non-reservation passenger?

I took my beach towel and my money to another business that actually wants to make money.