Olympic Proportions

On Friday October 30, 2009 British Columbia's capital city, Victoria, will welcome the Olympic Torch Relay. A historic moment for many, this will be a once in a lifetime opportunity for Victorians to celebrate the arrival of the torch under the admiration of other Canadians and resident on other continents. I feel honoured to be Canadian and share in this momentuous experience in my life and in the wonderful country I call home.

Unfortunately, not everyone feels the same way. In light of our joyous celebrations, protestors are gearing up to cause havoc and disruption to the festivities. This always baffles me as I wish they could look forward to the positive impact of why we celebrate the Olympics. People will be viewing our country around the world and the opportunities are endless for our future. The protestors do not support government's financial contributions to the Olympics and are liberated to publically protest. The Olympics support athletes, business and government. A sizeable amount of money is exchanged in our economy for the Olympics and can only have a positive long term impact. The short term implications, are just that. However, being Canadian, it is our fundamental right to our own opinions.

My wish is for both to create a win-win for this very special day for me and many others.

Click here for photos of the lighting of the torch.
http://www.ctvolympics.ca/news-centre/newsid=17918.html

Old Boyfriends and Twitter

I have been a loyal Twitter follower for almost a year. For me the early stages of Twittering might as well have been a foreign language. Although I pride myself in my ability to self educate, Twitter stumped me. After a few weeks of trial and error posts, I soon caught the hang of Twitter.

However it did not take long to realize how much the art of Twitter resembles the ignorance and avoidance of an old boyfriend. Particularly the boyfriend you may have dated for a longer period of time and you have had a circle of friends which you have shared.

The art of Twitter involves following others and their posts while also providing others the ability to follow your Tweets. Tweeters always have the option of un-following other Twitter Followers. Tweeters may opt to block and un-follow someone, however you can not block the Followers listed on your list that your blocked Follower is following. When you have blocked someone they can easily review that you have blocked them by checking their list of Followers periodically.

For me I do not block anyone due to the huge sense of guilt it makes me feel. What will they think? Sooooo, I choose not to block my Twitter Followers. I chant the mantra "out of sight, out of mind". From time to time I notice their Tweets on my screen and I cannot ignore. Although I no longer wish to be part of their circle of friends, I am completely uninterested in what they are tweeting, but wonder who they are Tweeting about~

So the next time you accept and follow a Twitter Follower always imagine in your mind if they fit the "old boyfriend" profile before you click on Follow.

Click to follow me on Twitter.

Pass the Service

With each interaction of customer service personnel, it is shockingly evident how rare customer service is nowadays. I think my favourite examples of poor service involve waiting at a coffee shop counter as the colleagues behind the counter sort through their personal plans for after today’s shift. I once joined the conversation they were having as I waited to give my money, which supports the business that pays their wages and facilitate their dreams of tonight's party. When I joined in their very awe inspiring conversation, they did not think my comments were worthy and found my participation in such an important topic as rude and obnoxious. Of course, I thought it was funny.

How did we create a generation of uncustomer service? We all hear the stories of Generation Y and their need to be consulted on decisions pertaining to their happiness and well being. All because their parents often felt guilty for leaving them alone as they participated in a better lifestyle for their family with the decision to have two healthy earners, leaving a void of the role model of typical June Cleaver mother figure of 60’s. As parents over compensated for leaving Junior alone, they often gave in and would over compensate for the void of parent role models. Experts have hinted this has led to the dilemma of Generation Y. Fair enough and I agree, but who told them it was ok not to epitomize customer service?

I grew up in two families; one of my single mother and one of my father and step mother. All parents worked and we would often come home to chores and preparation for dinner. My parents expected all of us to help out, regardless of the Moms working or not. And even though both of my Moms worked, there was no slipping in the courtesy or manners we executed. In fact, I think the Moms were grumpier from working, so they prompted us even more for manners. Perhaps it was their way of getting the day’s frustrations out, but one thing is for sure, there was no skimping of manners.

I equate manners into customer service. Customer service is often common sense and generally a large part of any training and development program of any business; good or bad. New colleagues are walked through the do’s and don’ts of routine. They mimic their colleagues as they learn. Businesses also expect a fair level of common sense in judgment from their colleagues. Do businesses need to tell colleagues to be hospitable to others?!

Pass the service please.

Addict to Lux

Undeniably, I'm addicted to luxury hotels. I love the polished front line staff as they stand to attention when I arrive and the address of “Ms. or Mr." upon guests' arrival. Upon arrival, their world stops and I am the centre of the universe, the eyes-on-me attention seeking moment. I love luggage assistance: “may I offer assistance with your luggage Madam?” The primping and the pampering commences the journey to my luxury-seeking hotel stay.

I adore room service menus and fluffed bathrobes, and I get mushy when I see crisp, starched white linens and my own petite-sized toiletries in the bath. The essence of turndown service; someone pre-tucks me in and helps sends me to la-la-land.

I adore welcome amenities. I once stayed at a hotel that delivered a single shot of Bailey's Irish cream with two shortbread cookies, served on a beautifully bold white plate. Along side the plate, a refreshing bucket of ice and a turndown story card, notable of the hotel's history. As I poured my Bailey's over ice, I nibbled the buttery shortbread and read the hotel history. While pampering me in luxury, the hotel created subliminal brand loyalty. How could I ever stay at another hotel again? No one could ever offer me these indulgences, personalized touches or anticipate my needs in quite this manner.

Preparing and anticipating a guest’s arrival is the best planning any hotel can investigate time and money to, whether a budget, modest or luxury hotel. The challenges and tribulations guests face en route to their final destination is unpredictable and much unwelcomed. Downsizing and overbooking on airplanes results in lengthy check-in lines and disgruntled union airline workers. Bumped passengers are left with little resources and compensation for wasted productivity and disregard for personal obligations. Those who manage to board the flight, often find themselves jammed against other passengers in small, unwelcoming spaces with little hospitality, overpriced food and lack of comfortable services. Once you’ve arrived at your destination, the struggle to hail a taxicab begins and the cab driver rarely offers engaging hospitality. So when the guest’s feet hit the front entrance, hotels are often the last chance to offer a rebuttal to the day from hell. Afterall, you’ve paid for this experience and you want it to be the home away from home where you’ll lay your head and place your bum in the bed for the night. You’re not in the mood to put the boxing gloves back on and fight for the room you’ve booked. Once the arrival goes well, guests are more inclined to indulge in the hotel services to rejuvenate and disregard their travel experiences. This may include a meal or spa experience worthy of letting go of the purse strings.

WHEW! What a ride...?!

I’ve just embarked on my twentieth year in the hotel biz. Honestly, I am not sure where the years have gone. I candidly remember all the long, grueling hours and hard work; the stories, the friends and the memories... but really, where have 20 years gone?

In addition, harbored deep in my mind are the salacious secrets of nameless Hollywood Producers, the A-Lister’s inside afternoon infidelities and the “if these walls could talk” tales no one could believe if I recanted. Believe me, the secrets we know could not be imagined in a million years! I will endeavour to share some interesting tidbits with you as they come to my mind. Funny thing is, they come to my mind at the strangest of times! Relax, sit back and enjoy.