It’s quiet (although that’s not good for business) and it is calm. You see so much more of the hotel operation when it’s not surrounded by people and engulfed in chaos. So, while I have a few blissful minutes I thought I’d write to you.
So, what’s going running around my head this month? Well as we all know this time of the year is the usually the death knell for trade in this sector. Any residual bounce from Christmas is long gone and this time of year always seems to last an eternity. It’s too quiet and you always have that same old panic that holidays need to be “used up” so there’s actually less people around wherever you look. That means that every shift is hard going, and the rewards can be few and far between.
It’s also the realisation that its already nearly year end for most and as we all can appreciate, is a really tough time right now. March runs in too quickly, and with a blink if the eye we find ourselves pulling the annual report card together. I’ve spent many a March looking back at trade and performance and lots of times, the fruits of our labour really don’t feel aligned to the effort given. But that’s where I love our industry so much. Somehow, we look back, learn, regroup and go again. We are tough.
I feel pretty lucky right now. I’m working for a fantastic business, but most importantly people I really like. People who bring me home cooked food because I’m away from my home, people who bring me a company jacket as I’m part of the family now (that was actually the Chairman Sir Jim). People who have not come from hospitality but everyday want to learn more and support more. It’s for that reason I’ve decided to carry on and stay longer. I feel connected and respected. It’s a great combination. It made me think of how I got here, and the answer is the same as it’s always been. Reputation.
Reputation is not only my favourite Taylor Swift album (Secret Swiftie, apologies in advance) but my most treasured professional quality. A good reputation will serve you for your entire career and the building of a good reputation will always be the biggest benefit to your CV. People will always ask others about you. That never stops. Potential employers, new colleagues and even clients want to know about you about your reputation. So, my advice through this column is to protect it with your life. Your reputation is the greatest tool in defining your career.
I have worked with great people for almost 40 years in the industry and all that time I have been driven to do a job, work hard, get results. It’s how I’m made. I don’t mind the hard work, but I do like to get results. This approach has stood me in good stead over the years and built what I hope is a solid reputation for being a person who gets the job done. I like that.
American businessman Warren Buffett famously said, “it takes 20 years to build a good reputation and five minutes lose it”. To me reputation is built on consistency, patterns of behaviour repeated over a period of time. It takes effort and careful handling and should never be underestimated.
So why is reputation so important to me right now, surely at my age I should care less about what people think? Well, it still drives me as much as it ever has. In hospitality reputation is everything for you and your business. We have all done the exercise of “the cost of a customer” on complaints. We know that people talk about the places they stay, the food they eat and the hospitality (or lack of it) they experience. Reputation is the biggest marketing tool you can have. Your client base is a goldmine of promoters, referrers and lifelong fans and will help you shape what you do. When you give them what they crave the results are amazing. My guests want quality. They want the reputation of my hotel to be protected and upheld. I appreciate that and now it’s up to me and my wonderful team to curate and create the next phase of hospitality around here. Challenge accepted.
So, in the words of Ms. Swift. Hey Hospitality, Look what you made me do – still driven to bringing amazing results, ever committed to the highest possible standards, always in love with the provision of great service. Forever a believer in the power of people.
Enough talk, there’s another 250 Barbie inspired brunches to serve before lunchtime. My reputation is on the line with this one.
Kellie Rixon MBE FIH, a hospitality girl
