Journals of a Hotel Manager

Tall, trim, good-looking and speaks three languages, Mike is slated to be the next president of the company. He ran a flagship property for over five years and became a star in the company as well as a regular feature in the travel magazines with his movie star appeal. Now I feel lucky to report directly to him and I am sure I can learn a great deal from him. When he announced that he would be on island for 10 hours to inspect the last details before the opening, I was only too happy to welcome him.

He steps off the speedboat in white jeans and a pair of cowboy boots. Needless to say he starts to perspire pretty soon. Did he know that we are on a tropical island? I offer to find a pair of shorts for him but he declines.

I take him on a tour of the island. He asks intelligent questions and makes constructive comments. During the staff general meeting, he speaks about how much the company appreciates our collective efforts and how important human resources are. At dinner time he shows no qualms of eating in the cafeteria among the staff and the construction workers.

It has been a long day and I invite him to be the first guest of our mock up room for the night. As I walk him to the bungalow to say good night at almost midnight, he turns to me and asks, “Can you send a housekeeper to my room right away?”

“Sure. But is there anything I can do for you?”

“I need to have my clothing laundered. As I am leaving tomorrow at 7am, I need them to be ready by 6am.”

Just then I realize he arrived with no luggage, not even an overnight bag.

“Umm, of course we can arrange it. How many pieces would there be?” I inquire. We do not say ‘no’ to our guests. We certainly do not say ‘no’ to our regional manager.

“Oh, everything that’s on me,” he chuckles, “I forgot to pack a new set. Thanks buddy!” He shakes my hand and goes inside.

How could a grown man who travels to the 4 hotels he oversees on a monthly basis forget to pack a change of clothing? The overnight was pre-arranged, not a last minute delay. And he knows it clearly that laundry department does not operate overnight in a closed hotel. Nevertheless, it looks like some poor staff will have to wake up now and work overnight so the regional manager can go home in clean clothes.

Important lesson learned: never abuse power simply because you can.  And to always pack your own change of clothing.