When I was training in the hospitality industry for a gig in customer service, the insipid manager kept telling us to put a smile in our voice. Having done my share of traveling, I knew that's not what would add value to the hotel's brand. Road warriors wanted and needed motherly. I realized that the hotel chain had it all wrong and I left for most promising pastures after 10 days. I was right. This once-powerful brand became a joke in the industry.
So how does a hotel create motherly?
Mothers frown with concern more than they smile. And that's exactly what the wonderful staff at this mid-level brand hotel do when I come back from a tough day of business. They do that look of caring so well that I just vomit up the disappointments and perceived humiliations. That out of the way and since I am feeling so much better, then I can confide a few victories. That's when the smile should come and does.
The only improvement I could suggest is for the brand to ditch the mint on my pillow and have Oreos and milk sent to my room before I turn in. Yeah, I will be able to taste my mother and face the next day earning a living in the mean streets of this city.