Beyond the call of duty

By Guy Wilkinson

Viability director and Hotelier Middle East Awards 2009 judge Guy Wilkinson gives this year’s nominations shortlist his mark of approval ahead of the glamorous ceremony tonight.

I feel greatly privileged to be one of this year’s judges of the Hotelier Middle East Awards.

Reading through the 100 short-listed nominations before discussing them with my fellow judges, I developed a short-hand reference that I scrawled beside many of the nomination write-ups: GBCD, which stands for ‘goes beyond the call of duty’.

It was truly inspiring to read about the number of hotel staff who were prepared to do just about anything to improve the performance of their departments, or the lives of their customers and co-workers. Indeed, it proved to be such a common trait among applicants for the awards that in itself, it was often not sufficient to win the category.

What does GBCD mean in the hospitality industry, in which by its very nature, service plays such an important role? In some cases, it simply meant never saying ‘no’ to instructions and requests, and then following them to a ‘T’. In others, it was being a supreme team leader, or as importantly, team member.

Superheroes

A frequently-praised trait was being prepared to work long hours, far longer even than a hotelier’s typical long day, while at the same time being able to balance work with the demands of family or motherhood, for example. A couple of female managers were referred to as ‘superwomen.’ There were many anecdotes of men and women who had saved the day, or worked through the night, because they felt responsible for getting a key task done to deadline. A number of hoteliers were popular for always smiling and keeping calm, however onerous their workload.

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Managers were admired for being kind, firm, fair and having ‘a great attitude’ that inspired those around them, acting as a benchmark for a hotel’s work ethic. Rolling their sleeves up, getting their hands dirty and leading by example was frequently praised, including the successful implementation of huge global programmes passed down from the head office that would overwhelm lesser mortals.

Other managers made time to develop the careers of protégés, several had devoted special efforts to improving the morale and well-being of their staff during these times of recession, while some were recognised as ‘green crusaders’.

Quick learners

Then there were the humble employees who came into the industry with little or no prior knowledge or training and lapped up every training experience. There were some great, enthusiastic learners, who passed every course at lightning speed, such was their passion for the job.

A number of people were able to take their hotel, spa or restaurant and beat all the competition, or increase profits. Others had innovative ideas for promotions or services. Many were popular and admired among customers; spa therapists with a magic touch; sommeliers with a great story to tell about each new wine; chefs with the gift of delectability; concierges who prove that anything is possible!

Technicians also played their part. Some were ‘encyclopaedias’ of knowledge to whom all would refer. Others had a natural gift for fixing things and were so ‘into’ their jobs that they naturally found new and better ways of doing things than anyone had done before. Some managed to achieve twice as much with half the resources.

Some were global stars, recognised as the best in their chains or the best in the world. Many had undertaken extensive studies in their spare time and some had stepped in to do other people’s jobs when the need arose. Others did whatever they could to help fellow staff, or fellow men, raising money for charity, and generally spreading light and love. Others had risen to become industry leaders and ‘gurus’. Some, struck by misfortune or disaster, had come to view the hotel as their only home, and their co-workers as their family.

In short, going beyond the call of duty is endemic in hospitality, which by definition, attracts ladies and gentlemen who are called to serve others. And that’s something special.