A hotel is like a theatre. Every night when the lights go down, the show is over - another day is done. The next day, no matter what has gone before it, the show will have a new audience, often a first-time audience, and today's show must, at the very least, be better than the day before. The actors who will deliver the show are your people. If you do not motivate them, inspire them and invest in them, you will have an average show and average is not the same as memorable. After all, what is the point of a beautiful comfortable cozy theatre with great sets, great seats and great lighting if the guys on stage have no idea what they are doing? The beautiful posters will soon be poisoned by the critics' pen. The hotelier's job is to keep the actors acting and the audience smiling. It's that simple.
An excerpt from Conor Kenny's 'Dancing at the Fountain'.
This beautifully illustrates the job of a hotelier and how he must view his operation and his people. Yes, the show must go on. But it should be guest-centric, people-driven and definitely better than the show yesterday.
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