Monday, March 22, 2010

That's Not My Job!

Have you heard the story about the Body Family - Everybody, Somebody, Anybody and Nobody?

“There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it but Nobody did it. Somebody got angry with that, because it was Everybody's job. Everybody thought Anybody could do it but Nobody realized that Everybody wouldn't do it.  It ended up that Everybody blamed Somebody when Nobody did what Anybody have done.”

How would a hotel or any business in the
hospitality industry fair if this was how they operated?

In an industry that operates 24 hours a day, 365 days out of the year, the Somebody carrying out the important job must be Everybody! This is teamwork and without it the business fails. Each of us working for a company, although hired to perform specific tasks must be willing to help out and support all areas of the organization. At the moment we say, “that’s not my job”, we limit our usefulness and value to our co-workers, guests, and company. Taking care of our guests and each other is Everybody’s job.

I had a director of sales who’d joke quite often about being responsible for “booking, cooking, setting, and serving”! Not only did she bring in the business but, she took care of them during their stay. There was no task she was not capable or willing to do. Several times as general manager, guests would ask me what don’t I do? . . . I’ve checked them in, brought them pool towels, delivered their rollaway, made them fresh coffee in the morning, emptied the lobby trash, and then checked them out. As General Manager, I generally did some of everything! Front Desk Clerks – what would you do if a guest asked for a new set of sheets and wanted assistance in making the bed? Is that your job? Server – what would you do if you were asked to plunge the toilet in the women’s restroom?  Is that your job?  Maintenance – what would you do if you were asked to take out the trash in the breakfast room? Is that your job? “That’s not my job” should be stricken from our vocabulary. Let’s say –

“What else can I do?”
“How can I help?”
“Let me do it!”
“I’ll take care of it!”

Listen up – instead of risking Nobody doing what Anybody could do, Somebody which is Everybody should jump at the chance to do what it takes to satisfy the customer. In many cases, if this doesn’t happen, a new family member named “Busybody” will be sent to replace “Everybody!”

Jokima Hiller, MBA, Hospitality & Restaurant
Management Program Coordinator

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