Entitlement vs. Empathy – a Hospitality Horror Story!

Welcome, my dear readers, to another cup of Coffee with Raja. Today, we delve into a scenario I witnessed recently while traveling – a masterclass on how not to treat fellow hospitality professionals.

Travel often brings us into contact with a diverse range of personalities, both as fellow travelers and service providers. During a recent stay in a boutique hotel in Chennai, I observed an incident that starkly highlighted the complexities and ethical challenges within the hospitality industry. This experience has spurred me to reflect on the implications of professional behavior, emotional intelligence, and the broader business impact of customer interactions.

After a long drive, my family and I arrived at a leading global hotel chain. The compact lobby, though elegantly designed, felt even smaller given our exhaustion. While my family rested on a couch, I approached the front desk to check in. Both executives were busy with other guests; one was wrapping up while the other was just beginning. I gestured to the latter that I was next and sat down, observing the interactions.

The scene quickly escalated when a man, dressed in the unmistakable formal attire of a multinational corporation employee, began to berate the front desk executive. The man’s booking was for three nights, initially made by his company for a single occupancy. However, he had brought along a family member and was now demanding accommodation for two without additional payment, contrary to the hotel’s policy.

The executive, maintaining a calm demeanor, explained the need for an advance payment to cover the extra guest, citing hotel policy. The guest, however, was adamant, repeatedly asserting his history with the hotel group and demanding recognition and special treatment. His loud, aggressive manner drew the attention of everyone in the lobby.

The guest’s tirade was a symphony of self-importance. He name-dropped his “superior” hotel chain affiliation (ostentatiously avoiding the name of the hotel) and demanded special treatment, ignoring the executive’s polite explanations about hotel policy and prior room upgrades. The back-and-forth continued, punctuated by “Do you know who I am?”, “This is not hospitality!” and threats to teach them how to run a hotel.

Finally, after a frustrating 15 minutes, the executive relented, likely to appease the guest and avoid further disruption. However, the damage was done. The entire lobby observed this display of entitlement, leaving a sour taste in everyone’s mouth, including mine.

The following days revealed a disturbing pattern. This “high-profile guest” continued his disruptive behavior at the complimentary breakfast. Disregarding the queue, he demanded immediate service from the overloaded live kitchen. The chef, following protocol, asked him to wait, but our guest, in a shocking display of arrogance, bypassed the system and took whatever dish he fancied. The manager stood by helplessly. This blatant disregard for basic etiquette and respect for fellow industry professionals left me bewildered. Is this the behavior expected from a “superior” hotel chain executive? His conduct not only affected the staff but also fellow guests, diminishing the overall experience.

This incident is a rich ground for exploring several key concepts in hospitality management and professional conduct:

Professionalism and Emotional Intelligence

The front desk executive displayed commendable emotional intelligence, managing the situation calmly despite the guest’s provocations. This contrasts sharply with the guest’s behavior, which lacked both professionalism and empathy. Emotional intelligence is crucial in the hospitality industry, where interactions with diverse and often demanding customers are a daily occurrence. The guest’s behavior not only dampened the experience for everyone present, but also cast a negative light on both hotels.

Ethics and Customer Service

The ethical dilemma faced by the executive highlights the tension between maintaining company policy and satisfying a problematic customer. While the decision to allow the guest’s request may have been a pragmatic solution to diffuse the immediate tension, it raises questions about consistency and fairness. Policies are designed to ensure fair treatment for all guests, and exceptions can set a dangerous precedent. The staff, particularly the front desk executive, likely felt disrespected and undermined. This can lead to decreased morale and productivity. Additionally, the negative experience witnessed by other guests could translate to bad reviews and lost business.

Impact on Brand Reputation

The guest’s repeated claims about his association with a higher-ranking international hotel added another layer to the situation. His behavior, if a representative of his employer, could tarnish the reputation of both the individual and the brand he represents. This guest’s actions may not reflect the company culture, but they certainly don’t paint a positive picture. His behavior could potentially damage the brand’s reputation for professionalism and customer service.