“Why the Hospitality Industry Should be Outraged by Bob Johnson being Denied Check In”
Perhaps by now you’ve heard the story. If not, please allow me to offer illustration.
After a day of fun on the ocean, you make a reservation at a luxury resort in sunny south Florida. At the front desk you provide your in state drivers license, your passport and your AMEX only for the agent to inform you that you’ll need to remove your corrective lens sunglasses and hat to verify your identity.
But…wait. Why do you need to remove your glasses and hat…you’ve provided more identification than required to board an aircraft and payment. Before you know it, police are on the scene.
There must be more to the story right? No.
Sound outrageous? I hope so.
Let’s address the elephant in the lobby.
Robert L. Johnson, founder of BET and also the first African American billionaire is a hotelier who owns over 160 hotels in the United States.
Here are the real questions; would this have been handled differently for a guest of another race? Has any guest wearing a hat and sunnies EVER been checked into this resort? My head and heart tell me the answer is YES.
The hospitality industry is built on a universal promise of service. Service not predicated on race, ethnicity, religion, nor sexual preference. While I won’t dare to guess what motivated this front desk agent to escalate her interaction with Mr. Johnson to refusing service and phoning police, I will certainly question management’s role in supporting her decision.
Leaders, let’s lead.
Lead by engaging your teams in candid conversations on service delivery, recovery, diversity and INCLUSION.
Lead by being intentional about diversifying key leadership roles within your organization. Representation matters.
Lead by requiring exceptional service for all guests and from all team members.
Yep. We sure do ask for identification when welcoming a guest at check in and as hospitality professionals we also recognize that there are a number of other ways to verify guest identity. Creativity in guest resolution is after all what we do best.
In 2018, our country is a place in which contrary to its founding principles, all are not treated fair nor equal.
But shouldn’t hospitality be the space in which exceptional service and experiences are created for everyone? Leaders, take a moment today to remind your teams and staff of what we’re here to do — deliver unforgettable, memorable experiences that create guests for life!
And lastly, shame on the Front Office team for not catching his name on the pre-arrivals list and adding VIP status!
Share your thoughts in the comments OR share instances in which denying check in and/or calling the police would ACTUALLY be appropriate. Sarcasm is welcomed as comedic relief is needed!
#WelcomeAll