WE ARE ALL GUESTS TOO!

How about if we all mentally check into our own hotel again? Do our employees have the authority they need? Even as a hotelier, I am primarily a customer when I am a guest in other hotels. And I am very often. Sometimes I then experience what it is like when hotel employees are not equipped with the necessary decision-making powers. And because as a leader I have made this mistake myself in the past, I know from painful experience: Not only does the guest suffer when decision-making authority is wrongly distributed. But also the employees. SOLUTIONS THAT INSPIRE GUESTS For example, if I, as a guest, have forgotten the charger for my smartphone and turn to the reception for help, what do I want? I wish that a suitable charger materializes in my hand miraculously. Whether it is readily available for the common models (after all, many guests forget their chargers), whether it is quickly obtained by a runner, or whether the receptionist bakes me a charger, I don't care at all. The main thing is that I can charge my smartphone. What I definitely do not want is for her to have to ask her superior first, who has to ask his superior. Even less do I want her to let me know that she unfortunately cannot help me - because she does not have the necessary authority and/or resources for it. I want to charge my phone, damn it! Not a crash course in bad leadership by Corporate Monkeys. The receptionist is not at fault! THE MOMENT OF TRUTH When the guest needs a quick solution, everything is at stake. If he is talking to someone who cannot make decisions, we miss a moment of truth for our company. An important opportunity! Because exactly these small moments determine customer satisfaction. We leaders do no one a favor if we keep decision-making power to ourselves - not to the customer, not to the employee, and not to ourselves. Because we cannot decide everything ourselves. We are much better off if each employee is able to act independently in their area of responsibility. Also at the reception, in service, and housekeeping - everywhere we are in contact with the guest. THE MISSION I am convinced: Decisions should not be a leadership privilege. A powerful company does not consist of decision-makers on one side and employees on the other. It consists of all decision-makers working towards a common mission - namely, delighted guests. That can be me when I can charge my phone. Or you, when you get your favorite whisky. After all, we are all guests too, right? So, how about if we all mentally check into our own hotel again? Do our employees have exactly the authority they need? You should answer this question with yes!” For more information on the guest topic and Carsten K. Rath, please visit: This text was published on November 4th in the Allgemeine Hotel- und Gastronomie-Zeitung.