This is a delightful reminder of my early bosses and how much they taught me, even when I wasn’t a very good worker. Now I serve a church as the pastor, and I know that we’re definitely in the hospitality business: making people welcome, and assuring them they’re seen for exactly who they are.
Yes, a pastor is definitely in the hospitality business. George Herbert, a 17th-century cleric, wrote a poem about a metaphorical host that begins “Love bade me welcome.” If you don’t already know it, I think you’d enjoy the discovery.
Terrific thoughtful read as always. I never had a boss who taught me much and I therefore had to figure things out for myself. I was self-employed from my mid 30s, which teaches you a lot fast! You have to be client oriented or you never get more work. I loved the daily challenge of it.
Ann, I had a long run of self-employment myself, as a freelance writer, only as good as my last story. It was an 11-year lesson in delivering the story on time, with every essential question answered.
You ALWAYS tell your stories so superbly! Thanks for another "great read!" P.S. You have brought honor and dignity to both Gail and Mary - wherever they are!
Wonderful Rona, you can make any subject meaningful, only in part because you have lived so much about which you write, but because you care, are smart, thoughtful and in love with life! Thank you so much. Very touching. I felt the same way about my Pilates studio Second Wind, which people called their second home. Now I try to do the same giving and caring with friends and strangers and … myself. The freedom of going with the flow and bringing people (and dogs :) with you. Cheers. Daniele
Thank you, Danielle. I’m glad to see you here and regret that I never took a Pilates class with you. I picture you paying gentle and informed attention to everybody (and every body). It’s a gift to be seen as we are and might become.
There's a sense of dignity, respect and safety that I feel when reading your writing. Such a pleasure. I also enjoyed seeing the two pictures side-by-side, it's really cool to see the woman the young girl would grow up to be.
Thank you, Anna. I admire those who write from the precipice with conviction, but I am not that kind. “Dignity, respect and safety” is my zone, it seems
We always learn something from our bosses, whether a skill we want to keep and further develop, or a behavior we want to avoid at all costs. I've had my share of both kinds of leaders, sadly more of the latter. Good to know who not to emulate! You're right, of course, that readers are a type of customer (even if they're not paying subscribers). Your Holiday Inn experiences taught you well, as did your time as an editor. You invite folks to stay with you, deliver a consistent, attractive product, and meet their needs. My bet is that even the few who disagree with you at times stick around because they appreciate that they can trust you.
Elizabeth, I am sure some readers have their disagreements with me. That’s okay for me and also for them, I believe. I’m not here to change anyone’s mind—although I’d be honored to plant the seed of a new idea. The word I apply to what I’m offering is not “product” but “experience,” and Holiday Inn was on the same path. As for “who not to emulate,” I worked for a couple of negative role models.
Thank you, Rona. Your writing makes me feel part of your story, I'm always surprised and sad to reach the end. The early jobs I am often reminded of are waitressing. Some of it is the retained talent to carry remarkable numbers of glasses or plates at once. But, I was also pretty shy and waitressing was a crash course in useful and pleasant conversation with strangers. There was usually a wise old hand around to teach you the ropes and tell you tales. I had never before had a reason to engage with so many people in a day and I know it was good training for life. I learned how different and interesting people are and continue to be curious about people in all their wide variety.
Chatelhags! That's the first I've heard that. I love any story that goes through the revolving door of a hotel lobby. Thank you for sharing your early Holiday Inn CV bullet point and posts like this that demand a "Do Not Disturb" sign on the doorknob until fully read and digested!
And you just made me realize something about the climate at the women’s magazine I worked for long ago—the editor (who you know but I won’t name) had none of that sense of hospitality to her readers (or staff). It explains a lot.
I loved this: the window into Holiday Inn and your past, the insights into building relationships and holding to standards. Fascinating and well told. Thanks!
Just lovely. And those two specific women have now left their imprint on more people, through your post. How wonderful that is. Edited to add: and this pieces applies to teaching, as well. Made me think very much of former teachers of my own.
I do agree that we all tend to work in the hospitality business in one way or another. I have worked literally in the hospitality business and more figuratively in a customer service realm. One thing I can say for certain is hospitality i'nt what it used to be.
I carry the Torch as best I can, but I sure would like to see some good old-time hospitality come back 'round.
I have not had good service from a call center that I can recall. even if pleasant in demeanor, I find call center workers aren't given the necessary tools and information to be effective.
Rona, I appreciate you. I appreciate your point of view, your wit, your storytelling (especially when earthy and real), and your willingness to share so much of yourself. I’m so glad I found you in this special place with so many special writers.
Yes, yes, yes. Thanks for putting hospitality up front. I got the hospitality bug as a desk clerk and then front desk manager for a Marriott resort. When I get exceptional service anywhere, I think, oh, they'd make a great desk clerk. The hotel business taught me to deliver what you promised (beyond what you promised is better) on time, (early is better).
Ah! So that’s where you got your start. I once knew a woman who did a great job serving beer in a pub. A customer hired her to sell advertising, back when that was a good living. She enjoyed a long career in sales, delivering for advertisers.
This is a delightful reminder of my early bosses and how much they taught me, even when I wasn’t a very good worker. Now I serve a church as the pastor, and I know that we’re definitely in the hospitality business: making people welcome, and assuring them they’re seen for exactly who they are.
Yes, a pastor is definitely in the hospitality business. George Herbert, a 17th-century cleric, wrote a poem about a metaphorical host that begins “Love bade me welcome.” If you don’t already know it, I think you’d enjoy the discovery.
I’ll take a look. Thanks!
Terrific thoughtful read as always. I never had a boss who taught me much and I therefore had to figure things out for myself. I was self-employed from my mid 30s, which teaches you a lot fast! You have to be client oriented or you never get more work. I loved the daily challenge of it.
Ann, I had a long run of self-employment myself, as a freelance writer, only as good as my last story. It was an 11-year lesson in delivering the story on time, with every essential question answered.
You ALWAYS tell your stories so superbly! Thanks for another "great read!" P.S. You have brought honor and dignity to both Gail and Mary - wherever they are!
That was my hope, Bob.
Wonderful Rona, you can make any subject meaningful, only in part because you have lived so much about which you write, but because you care, are smart, thoughtful and in love with life! Thank you so much. Very touching. I felt the same way about my Pilates studio Second Wind, which people called their second home. Now I try to do the same giving and caring with friends and strangers and … myself. The freedom of going with the flow and bringing people (and dogs :) with you. Cheers. Daniele
Thank you, Danielle. I’m glad to see you here and regret that I never took a Pilates class with you. I picture you paying gentle and informed attention to everybody (and every body). It’s a gift to be seen as we are and might become.
There's a sense of dignity, respect and safety that I feel when reading your writing. Such a pleasure. I also enjoyed seeing the two pictures side-by-side, it's really cool to see the woman the young girl would grow up to be.
Thank you, Anna. I admire those who write from the precipice with conviction, but I am not that kind. “Dignity, respect and safety” is my zone, it seems
We always learn something from our bosses, whether a skill we want to keep and further develop, or a behavior we want to avoid at all costs. I've had my share of both kinds of leaders, sadly more of the latter. Good to know who not to emulate! You're right, of course, that readers are a type of customer (even if they're not paying subscribers). Your Holiday Inn experiences taught you well, as did your time as an editor. You invite folks to stay with you, deliver a consistent, attractive product, and meet their needs. My bet is that even the few who disagree with you at times stick around because they appreciate that they can trust you.
Elizabeth, I am sure some readers have their disagreements with me. That’s okay for me and also for them, I believe. I’m not here to change anyone’s mind—although I’d be honored to plant the seed of a new idea. The word I apply to what I’m offering is not “product” but “experience,” and Holiday Inn was on the same path. As for “who not to emulate,” I worked for a couple of negative role models.
Thank you, Rona. Your writing makes me feel part of your story, I'm always surprised and sad to reach the end. The early jobs I am often reminded of are waitressing. Some of it is the retained talent to carry remarkable numbers of glasses or plates at once. But, I was also pretty shy and waitressing was a crash course in useful and pleasant conversation with strangers. There was usually a wise old hand around to teach you the ropes and tell you tales. I had never before had a reason to engage with so many people in a day and I know it was good training for life. I learned how different and interesting people are and continue to be curious about people in all their wide variety.
And I’m sure you honed your listening skills, Leslie. What you did then informs
What you write now.
Chatelhags! That's the first I've heard that. I love any story that goes through the revolving door of a hotel lobby. Thank you for sharing your early Holiday Inn CV bullet point and posts like this that demand a "Do Not Disturb" sign on the doorknob until fully read and digested!
A self-styled wit invented that term, one I’ve never heard since. Glad you enjoyed this, Jules.
And you just made me realize something about the climate at the women’s magazine I worked for long ago—the editor (who you know but I won’t name) had none of that sense of hospitality to her readers (or staff). It explains a lot.
I visited her once. She was not welcoming and sent me on my way quickly.
That definitely tracks. I’m sorry. It makes me sad even now to think about how much better/different that magazine could have been….
Your piece got me remembering how much I LOVED Holiday Inns as a kid. In their restaurants, the spaghetti/sauce was the same, wherever you went…
The restaurants were a big selling point. My family never took road trips, so I had no frame of reference for that job.
I loved this: the window into Holiday Inn and your past, the insights into building relationships and holding to standards. Fascinating and well told. Thanks!
Thank you, Victoria. The importance of the job, the women and the brand has grown on me over time.
Just lovely. And those two specific women have now left their imprint on more people, through your post. How wonderful that is. Edited to add: and this pieces applies to teaching, as well. Made me think very much of former teachers of my own.
Thank you, Maria. I can see the connection to teaching—and any line of work involving mentorship.
Oh you make me giggle. "She'd learned what to expect of English majors endorsed by shippers." I needed that laugh. Thank you.
I do agree that we all tend to work in the hospitality business in one way or another. I have worked literally in the hospitality business and more figuratively in a customer service realm. One thing I can say for certain is hospitality i'nt what it used to be.
I carry the Torch as best I can, but I sure would like to see some good old-time hospitality come back 'round.
Does anyone get good service from a call center? Glad to hear from a service insider like you.
I have not had good service from a call center that I can recall. even if pleasant in demeanor, I find call center workers aren't given the necessary tools and information to be effective.
Rona, I appreciate you. I appreciate your point of view, your wit, your storytelling (especially when earthy and real), and your willingness to share so much of yourself. I’m so glad I found you in this special place with so many special writers.
Yes, yes, yes. Thanks for putting hospitality up front. I got the hospitality bug as a desk clerk and then front desk manager for a Marriott resort. When I get exceptional service anywhere, I think, oh, they'd make a great desk clerk. The hotel business taught me to deliver what you promised (beyond what you promised is better) on time, (early is better).
Ah! So that’s where you got your start. I once knew a woman who did a great job serving beer in a pub. A customer hired her to sell advertising, back when that was a good living. She enjoyed a long career in sales, delivering for advertisers.