Some humor from Mark Twain as we begin the week…

“The more I learn about people, the more I like my dog.”

If you knew my little puppy, you may agree. Or you may have your own loyal companion that is your pal no matter what. Oh what a world we would have if we could love each other as our dogs love us.

But let’s not be too cynical. Twain was a funny guy but it is people that we must interact with. Our guests and clients come in all temperaments. If you are privileged to work in the hospitality business you see them all, at their best and at their most challenging. Guests can come up with the most creative requests and requirements and it is seldom their fault.

Studies will tell you that most are pleasant and understand the program. Some are delightful and remind us of why we got in the business. Others can be cantankerous and ruin your day if you let them. You have to turn it around and let them know what hospitality means. Not to be too obtuse but try to treat them as you treat your dog. Talk nice, speak firmly and with confidence and be ready to take them for a walk, that is, fulfill their needs. That is why they are staying with you in the first place.

If you have a tough guest today or you will soon, remember why you are in hospitality and besides yours, Make their day a GREAT DAY!!!