In the month of April 2015, I was staying at Lemon Tree Premier,
Aerocity New Delhi. I do drink one tea per day, preferably Assam tea. (Origins
Classic -Twinings of London is my favorite brand).
Victor, a19
year old Mizoram boy came to my room to serve the tea, at 4.30 am. By the way, I
do get up every day at 4.00 am.
While he was serving, there was one error of omission
plus a few technical service lapses. Without getting angry, I pointed out the
omissions as well as the service lapses to Victor. Young Victor profusely
apologised and returned to the In Room Dining area. He promptly informed Zubin, his Supervisor about his interaction with me. Zubin happens to be one
of the most talented trainers of this hotel. Zubin promptly showed up and
apologised for the lapses and returned to the IRD office, only to find Victor crying vehemently. Zubin told Victor: "Don't worry Victor,
I met the guest. The guest is not angry at all".
Victor replied: "Zubinji, that is why I am crying.
The guest was NOT angry with me too. Instead he lovingly pointed out my mistakes and lapses. I
am already transformed. I am crying out of happiness, on my
transformation".
Story is over.
Next day Victor met me again during the early morning tea
time. He looked very positive. Now, on the second day, he was flawless. Zero
defect service.
Moral of the story: In your hotel, when a co-worker makes
a mistake, correct him/her lovingly. Do not shout at him/ her. Do not get angry
on small mistakes. On the other hand, teach them, train them. Your anger is
unwanted; unwarranted.
If you are patient in your moment of anger, you will
escape many a days of sorrow at work.
Two things will fail a Manager in a hotel. One: His inability to grow people under him. Two:
His anger.
Note: Mr.Maahesh Aiyer is The Chief Operating Officer, The
Lemon Tree Group of Hotels.
R Kesava Mallia
No comments:
Post a Comment