by Ken Vincent, Featured Contributor
A FRIEND OF OURS went to an all suite hotel a couple of weeks ago. This was in a mid-west/southern hotel, not a trend setting place like NYC or San Francisco. He had never been to this small city before and was looking forward to exploring it’s restaurants, museums, and other offerings.
No doorman, no bellman, no concierge, no desk clerk. In fact no front desk, but four kiosks in the lobby. Not even a welcome sign from the management. Though there was a sign near the kiosks stating that if one was broken, the guest could press a button and a technician would come repair it as soon as one was available.
He stayed at the hotel for three days and never interfaced with an employee. The closest he got was a card in his room saying that if he wanted fresh linens on the bed to put the card on it. There was a continental breakfast, but he never saw an employee there. No “Welcome”, no “Thanks for staying with us”, no “Have a nice trip”, no hospitality at all.
He will not only never go back to that hotel, he will never stay in another of that brand.
So is “hospitality” in the hospitality industry doomed to oblivion, or is this just a test gone bad?