As I grew up I was taught and repeatedly reminded of a golden rule, which was: “Do onto the others as you would like to have done onto you” or, more simply put: “Treat others as you would like to be treated”. This rule can and should be applied to anything, including the business world, especially in tourism and hospitality. Our clients are people like us, in a place they are not familiar with and, just as we would appreciate any guidance, advice, help and tips, especially in difficult situations, so do they. They are in the process of creating a memory and we should not shy short of anything we can do to help them create one that they can fondly look back on and even share with us and even make us proud and smile, as we were able to contribute to something that made someone happy and smile. I respect those I deal with and expect the same from those dealing with me, have always worked keeping this in mind and I’m not saying this for praise or whatnot, rather to bring it to my colleagues in the travel, hospitality, transportation and tourism industry because to be honest, if everyone would think that way I think it’s safe to say we would be living in a better world and travel and hospitality would be much better an industry than it already is.

When establishing a new business, it is important to, already at the beginning stage, establish a mission statement to ensure a path is set and followed throughout the entire process. The first thing I did when I created Thorya Travel Consultancy, registered the website and began to build the website was the About Thorya Travel Consultancy section, in which I described the purpose, the process and the mission statement, which is:

Mission statement:

• To practise ethically in every possible manner.

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• To provide only the best in standards of service.
• To help you identify the ideal travel experience for you every time and to bring this into reality.
• To make the experience as exciting as possible from start to finish, from the moment of your enquiry until the moment you get back home.
• To bring back the service and glamour into Travel. It’s not only about the destination, it’s about the entire journey!
• To plain and simple be the best by providing only the best.

©2012/13 Birgit Thorya De-Schuster. All rights reserved.

The top priority is to practise ethically in every possible manner. This means that the golden rule is applied on every occasion and the ethics are always put on first place. Good business is when all parties can share and benefit from mutual interest and cooperation resulting in 100% satisfaction of all parties. If my interest is to provide excellent service, normally the hotels and transportation services I deal with will have and offer the same interest and the client that comes to me expects this and thus brings this expectation of excellent service, which I, the hotel and transportation service not only all offer but actually all go by and are therefore able to fulfill, resulting in satisfaction and everybody being happy. Another excellent example of a golden mission statement is that of the Ritz Carlton, where they teach employees that they are not below, but all on the same level and treated with respect, which I can only applaud. An employee should be able to be proud of their job and the establishment they work for and will then always provide better service. Happy Employees=Happy Customers=Repeat Business=Happy Management=Everybody wins! ^_^ ;D

In this day and age we are often blinded by the fastpace-ness of the whole profit & loss, management, cost cutting etc. including short staffing in order to reduce costs during a difficult period; however, when planning and managing we often forget the impact of our decisions. Less staff means those working are overwhelmed and confronted with more situations and problems to solve resulting in poorer solutions or quality of service. A member of staff that is stressed or unhappy will not likely always be cheery and friendly and the poor guest often will be the one observing this, causing their first impression to be a less than desireable one, not only of the establishment, but the entire experience!

It isn’t the staff’s fault, but more the fault of poor management decisions. Management is not an easy thing, the thing is we plan but sometimes are not really aware of the true nature of the department. It has been a long time since many managers have stood at the front desk and therefore may have forgotten what it was like to have 115 arrivals with 1 receptionist, 1 shift leader and an operator, who has not been taught how to do a check in. The guest will wonder why, the third desk is free when a number of guests arrive at the same time and are obliged to wait. The problem with this often is related to a number of things, it could be the mentality of the country/people living and working there, for example, I have, in my career, experienced that staff did not inform management when they were overwhelmed and management therefore was not even aware of the fact that they were having a tough time. There is a bell at front desk to be run for this sole purpose; however, they believed the manager’s job was to sit at their desk in the back office and should not be disturbed, even though they are perfectly capable of checking someone in and would be happy to do so, as their not helping out would result in the overwhelmed staff and poor check in and unhappy customer resulting in a negative feedback that anyway in the end the manager would have to deal with. Another place I worked in another country that was more open-minded did not shy of helping each other out. The restaurant, which was located just next to the reception would keep an eye on reception and the queue forming and the restaurant manager or assistant restaurant manager (that usually would welcome the guest at the pod located at the restaurant entrance and show them to their table) would take the third desk and assist their colleagues when they were able to because the restaurant was covered or not too busy.

The fact is that almost any manager in a hotel at one point of their career worked at front office and just like the receptionist now, at one point in their career life, did the whole check in and check out process and are therefore perfectly capable of helping out and anyone that hasn’t might consider a cross training in order to be equipped with the skills necessary to improve the overall quality and performance of their establishment.

The golden rule or something based on it should be the fundamental in any business. I hope that with this post I am able to inspire some of you to take it into consideration when making decisions not only in work but in your everyday life, it’s our world, together we should make the best of it.